Bibi Mehjabeen Hosany, Senior Customer Sales Service Representative - Emirates Airlines, United Arab Emirates UAE

Bibi Mehjabeen Hosany

Senior Customer Sales Service Representative - Emirates Airlines

United Arab Emirates UAE

Basic Info

Industry: Airlines

Department: General Management

Job Level: Staff Line level

Job Role: Customer Service Staff

Nationality: Mauritius

Current Country: United Arab Emirates UAE

Education Level: Graduation

Education

Business Administration
June 2020 - Present

Course Gate, United Kingdom
Successful selling
June 2020 - June 2020

Grant Employment ( Training to Career), United Arab Emirates UAE
Global Contact Centre Training
August 2013 - September 2013

Emirates Airlines Contact Centre, United Arab Emirates UAE
Foundation in Travel & Tourism
June 2012 - December 2012

IATA, Canada
Travel & Tourism
April 2012 - September 2012

Kadosh Training Centre, Mauritius
Induction course
June 2011 - June 2011

One & Only Royal Mirage, United Arab Emirates UAE
Accounting
June 2010 - December 2010

ACCA GLOBAL, United Kingdom
Internet & Computing Core Certification Progr
June 2009 - September 2009

Ministry of Information & Communication Technology, Mauritius
Management with Finance
June 2004 - December 2007

University of Mauritius, Mauritius
Call centre operations
January 2004 - April 2004

IVTB, Mauritius
School Certificate/Higher School Certificate
January 1999 - November 2002

N. Saddul College, United Kingdom

Certifications & Awards

Emirates Learning
Emirates Airlines
UAE Driving license
Dubai RTA

Skills

Clerical Administration Accounting Negotiation Interpersonal Ticketing/Reservations Computer Communication Customer service

Experience

Senior Customer Sales & Service Representative
2013 - 2020 (7 Years)

Emirates Airlines, United Arab Emirates UAE
Plan, Coordinate, and maintain the scheduling of meetings between team members and send reports to them for performance review.
• Contact prospective customers to present information and explain available services.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Confer with customers to obtain details of complaints, investigate, follow up & provide resolution.
• Determine charges for services requested, collect payments, or arrange for billing.
• Refer unresolved customer grievances to designated departments for further investigation.
• Resolve customers' service or billing complaints by refunding money or adjusting prices.
• Obtain and examine all relevant information to assess the validity of complaints and to determine possible causes.
• Solicit sales of new or additional services or products and professionally answered a high volume of calls in English & French, assisting customers on webchat, emails, and social media ( Facebook & Twitter ).
• Trained new staff members ( coaching ) on standard call center procedures applications, tools, and resources.
• Maintained daily correspondence with customers in professional communication and rapport building.
• Enhanced team performance through development, feedback, and effective communication. Develop leadership, shadow feedback sessions. Brainstorming and provide ideas on how to improve performance.
Developed and implemented various strategies to increase productivity in a timely manner.
• Providing information on skywards products, crediting of member's miles to their skywards accounts, and securing customers' details and personal data to avoid a breach of information.
• Contributed to continuous superior customer satisfaction rating by exceeding client expectations for service, product knowledge, efficiency, and professionalism.
• Acted as contact centre team leader. Had the opportunity to do floor shadowing and provide solutions to consultants. Assisting team on escalation desk. Evaluated calls of agents and provide feedback on the quality of the call. Access new systems like Verint Quality monitoring for quality audits.
STATISTICAL OFFICER
2013 - 2013 (0Months)

Ministry of Health & Quality of Life, Mauritius
Draw charts and graphs, using computer spreadsheets, to illustrate technical reports and create files in database.
• Report results of statistical analyses, including information in the form of graphs, charts, and tables.
• Process large amounts of data for statistical modeling and graphic analysis, using computers.
• Analyze and interpret statistical data to identify significant differences in relationships among sources of information.
• Prepare data for processing by organizing information, checking for any inaccuracies, and adjusting and weighting the raw data.
• Identify relationships and trends in data, as well as any factors that could affect the results of research.
• Evaluate the statistical methods and procedures used to obtain data to ensure validity, applicability, efficiency, and accuracy.
• Evaluate sources of information to determine any limitations in terms of reliability or usability.
• Plan data collection methods for specific projects and determine the types and sizes of sample groups to be used. Compilation of data through surveys.
• Apply sampling techniques or use complete enumeration bases to determine and define groups to be surveyed.
• Provide admin support to the Chief statistical officer and Higher statistical officers. Provide statistical data to the officers for analysis.
• Attend to queries and phone calls from internal customers.
MANAGEMENT SUPPORT OFFICER
2011 - 2013 (2 Years)

Ministry of Labour, Industrial Relations & Employment, Mauritius
Answer phone calls and direct calls to appropriate departments/ inspectors or take messages. Attend meetings to record notes of minutes.
• Prepare invoices, reports, memos, letters, financial statements and other documents, using word processing, spreadsheet, database, or presentation software.
• Open, sort, and distribute incoming correspondence, including faxes and email. Prepare responses to correspondence containing routine inquiries.
• Provide clerical support to other departments and performing administrative duties. Assisting the Higher Executive officer in handling several administrative tasks.
• Dispatch of letters/mails to associations, ministries/departments to be effected within 1 working day.
• Providing counter and cashier services, attending to queries of the members of the public, provide personalized service to customers and provide sound information in a polite and courteous manner. Process customer payments for registration of the association.
• Maintain effective filing and data management processes. Data entry input on the system. Movement of files to be channeled to appropriate schedule officers and ensure that documents and historical records are available for quick and easy reference.
EXECUTIVE SECRETARY/ RECEPTIONIST
2012 - 2012 (0Months)

Century Consultancy Ltd ( Part time- Freelancer ), Mauritius
Performing administrative duties including the filing of documents, preparing letters and reports, and data input entry.
• Transmit information or documents to customers, using computer, mail, or facsimile machine.
• Process and prepare memos, correspondence and other documents. File and maintain records.
• Receive payment from clients and record receipts for services.
• Provides administrative support and performs numerous duties, including scheduling, writing correspondence, emailing, handling visitors, routing callers, and answering questions and requests.
• Follow up with clients and ensure they submit their returns on time. Performing secretarial duties.
ACCOUNTING CLERK
2011 - 2011 (0Months)

One & Only Royal Mirage Hotel, United Arab Emirates UAE
Perform general office duties such as filing, answering telephones, and handling routine correspondence.
• Calculate, prepare, and issue bills, invoices, account statements, and other financial statements according to established procedures.
• Support accounting personnel and process payroll information. Reconcile records of bank transactions.
• Prepare purchase orders and expense reports and liaise with Accounts payable department to ensure that all receipts and payments are being monitored closely.
• Maintain inventory records and responsible for recording the cost of all newly acquired fixed (and moveable) assets, maintaining records of these assets, ensuring that throughout their lifecycle, they are properly capitalised, maintained, utilised and disposed off appropriately.
• Match order forms with invoices, and record the necessary information. Reconcile or note and report discrepancies found in records. Log invoices in the system upon receipt in the correct supplier account.
• Operate computers programmed with accounting software to record, store, and analyze information.
• Provide front desk customer service and cashier services. Arrange for money to be delivered to bank.
• Generate budget reports, depreciation, cash flows on monthly basis. Preparing bank reconciliation statements at the end of each month and give the Director of Finance for signature.
CLERICAL / HIGHER CLERICAL OFFICER
2008 - 2011 (3 Years)

Ministry of Labour, Industrial Relations & Employment, Mauritius
Provide clerical support to other departments and performing administrative duties.
• Prepare responses to correspondence containing routine inquiries.
• Answer phone calls and direct calls to appropriate departments / inspectors or take messages.
• Prepare invoices, reports, memos, letters, and other documents, using word processing, spreadsheet, database, or presentation software.
• Providing customer services at the cashier and process payments.
• Operate office machines, such as photocopiers and scanners, fax machines, voice mail systems, and personal computers. Open, sort, and distribute incoming correspondence, including faxes and email.
• Maintain and update filing, inventory, mailing, and database systems, either manually or using a computer.
• Open, sort, and route incoming mail, answer correspondence, and prepare outgoing mail.
• Compile, copy, sort, and file records of office activities, business transactions, and other activities.
EDUCATOR / COACH
2008 - 2008 (0Months)

Ocep College,, Mauritius
Prepare materials and classrooms for class activities.
• Prepare and deliver lessons to a range of classes of different ages. Give appropriate feedback and maintain records of pupils' progress and development.
• Prepare students for qualifications and external examinations.
• Assign and grade class work and homework.
• Adapt teaching methods and instructional materials to meet students' varying needs and interests.
• Prepare, administer, and grade tests and assignments to evaluate students' progress.
• Establish clear objectives for all lessons, units, and projects, and communicate those objectives to students.
CONSULTANT / PERSONAL ASSISTANT
2007 - 2007 (0Months)

Business Guidance Ltd ( Part-time, Freelancer ), Mauritius
Open, sort, and distribute incoming correspondence, including faxes and email. Handle correspondence from customers.
• Make travel arrangements for the Managing director.
• Perform general office duties, such as maintaining records management database systems, and performing basic bookkeeping work.
• Prepare invoices, reports, memos, letters, and other documents, using word processing, spreadsheet, database, or presentation software.
• Store completed documents in appropriate locations. Data input entry in the Oracle system.
Trainee in Finance Department
2006 - 2006 (0Months)

Industrial & Vocational Training Board ( 6 Months Internship at IVTB- Finance department ), Mauritius
Perform general office duties such as typing, operating office machines, and sorting mail.
• Generating and analyzing reports, preparing statements, entering data, and assisting with audits.
• Update information in the system, generate reports, invoices, payment vouchers and receipts. Input of invoices in the system upon receipt of from suppliers.
• Assist in the day-to-day finance activities and administration roles. Issuing cheques to concerned departments.
• Handle vouchers, correspondence, dispatch of documents, and letters.

Senior Customer Sales Service Representative - Emirates Airlines
United Arab Emirates UAE

Bibi Mehjabeen Hosany

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