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Our Job Search Specialist Mark Beltran will facilitate the next steps:

Mark will let our client know that you have shown an interest in their professional skills.

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Candidate Details
Name :
Emmanuel Joseph Christian
Qualification :
Team Manager & Customer Service Supervisor
Industry :
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Candidate ID:
EJC142
This candidate has been hired.

Team Manager & Customer Service Supervisor

About our Client

Customer-focused professional with 7+ years’ experience in airline reservations and ticketing, and currently employed as a Team Manager & Customer Service Supervisor. Experience in Staff Training, Quality Audits, Pro-Audio, FraudPrevention, Sales & Marketing and Promotional Activities. Experience in working on result-oriented team projects drawing on communication, organisation, time management and administration skills. Fluent in English,Hindi and Gujarati and demonstrate a high standard of ethics, reliability & integrity. Qualified with a Bachelor of Commerce and Diploma in MarketingManagement, and Certified as a Qatar Airways Trainer.

Achievements

• Presented VP through major changes in training plan which was a pivotal project for QR Contact Centre

• Was the first agent to open the premium line for high-profile customers

• QRLEAP (Qatar Airways Learning and Accreditation Program) certified (2020) and has handled training batches for reservation & ticketing agents.

• Handled escalations & result-driven customer feedback mechanism for improvement of service

Professional Experience

Customer Service Supervisor, May 2021 – present

Lead Quality Agent & Trainer, June 2016 – May 2021

Customer Service Agent, Jan 2015 – June 2016

 

In current role as Customer Service Supervisor, manage the Team, Performance and Service Delivery

• Manage team’s daily performance in terms of delivering SLA targets; taking into account teams AHT, Quality and Adherence to company set compliance and process

• Coaching and delivering on-job training/ feedback

 

Achievements

• Ranked Top CSS for 5 consecutive months:
-Achieving monthly AHT target = <490secs, QLTY Scores = >85%
-Only team without any errors for six consecutive months
-Worked on a pilot project of cross-skilling agents for better productivity& efficiency

• Worked on training plan solo for learners to better simulate the live environment - result oriented with six sigma DMAIC theory

• Worked on web-based Pilot project ARD of Amadeus for implementation at QR Contact Centre

 

Before 2015 I was employed as a Quality Team Leader, and FraudPrevention Analyst / Process Specialist at Motif India Infotech Pvt. Ltd, and as a ProAudio Advisor at Mozart Music World, Ahmedabad

Education

• Bachelor of Commerce in Accounting & Statistics

• Diploma in Marketing Management

Interests

• I love music; can sing and play instruments; I am also a sound engineer, skilled but without formal training

• I am fond of reading books on theology and enjoy interacting with people

Skills

Technical Skills

• GDS Amadeus & Avaya

• Proficient MS Office (Word, Excel, PowerPoint)

• Lean Six Sigma - ongoing technical enhancement

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