Zareen Jaffri

• After completing the temporary project as CRT Team Leader, I rejoined Platinum Travel Services
• Completed training along with the team as they were away from Platinum Travel for almost a year
• Looking forward to work with the new Team from April 15, 2024, to assist our valuable Card Members.

With insourcing of online complaint cases from Expedia partner, TLS CRT experienced an exponential increase (>200%) in complaint cases

Due to this influx, we implemented a strategy to bring on loaned resources to support with complaint SLA recovery and backlog clearance

As a previous CRT agent and current front-line team leader, I was one of the leaders selected to assist in our new strategy

Through my knowledge and leadership, I was instrumental in selection, onboarding, and training of 103 frontline loaned resources to support in complaint research only capacity

In late March, strategy pivoted again where I identified 30 top performers who would be trained on full end-to-end TLS Complaint closure process (2LR)

I took on challenge which included facilitating two training classes, supporting group through OJT, and mentoring them through their learning curve

I created SLACK channel for newly trained TWA agents for questions, clarity, and assistance on cases

I have brought my other TWA leaders along with training and supporting their learnings of CRT, while also continuing to support other 70+ TWAs.

• Responsible to drive individual and team results
• Inspiring teams to achieve their goals by providing outstanding coaching, meaningful feedback, training, and development and be rewarding and recognizing accomplishments
• Listening to our Card Members and effectively communicating our findings and rationale for case resolution and business decisions
• Collaborating with other within TLS, card, and bank to drive continuous improvements
• Working with high level of integrity to handle the confidential information
• SME for Complaints in CHC
• Assisting peers with complaint management, research, and resolution
• Contributing as a contact for Prohibited ticketing case resolution.

• Responsible for providing exceptional delivery of travel services to American Express Card Members
• Provide support to Team Leaders with secondary responsibilities
• Heavy involvement in sales and management in daily operations of office
• Creating innovative ways to resolve card members’ issues or concerns to win their loyalty and spending.

• Responsible for preparing complete travel packages for complex domestic and international itineraries, including airline, hotel, car and related requirements
• Provide professional support to a large portfolio of clients; recognized for providing high degree of customer service and striving to provide an excellent guest experience
• Mentor and train new hires, counsel staff as needed
• Work with colleagues to identify efficient alternative solutions to complex booking issues.

• Handled international ticketing transactions; noted for ability to leverage fare rule interpretations and recognize competitive-pricing opportunities to create attractive itineraries
• Utilize customer service skills to resolve issues and concerns in a professional and timely manner
• Responsible to maintain a standard suite of reports detailing department’s activity
• Trained and provided guidance to new colleagues.

• Provided full suite of banking support functions to commercial and personal accountholders, including opening and closing of accounts, withdrawal and deposit activity, cashier checks, safety deposit box support and other banking vehicles
• Utilized customer service and marketing skills to recognize and leverage product selling and up-selling opportunities
• Worked to resolve customer concerns quickly and efficiently.

• Specialized in high-end, luxurious travel bookings; responsible for tour and cruise reservation packages, including air transport
• Handled full booking responsibilities for charter/private jets as well as private villas
• Followed up on tour bookings to ensure milestones and timelines were met
• Strived to provide a quality customer service experience.

• Held a series of increasingly important positions for this premier international airline
• Accomplished in all aspects of travel support, including reservation process, ticketing, air transport packages, fare quotation, confirmation process, and troubleshooting
• Utilized in-house marketing analysis system (MAS) to compile weekly reports detailing market trend statistics
• Liaison for marketing and promotional communication pieces to travel agents
• Actively involved in yield optimization processes, structural pricing and Action Fare specials.