About Minal Thaker:
Experienced customer service supervisor with over 10+ years of leadership experience in the airline industry. Adaptive in managing a diverse team of customer service agents, implementing customer-centric policies, and resolving complex customer complaints. Strong interpersonal and communication skills, combined with a passion for delivering exceptional customer experiences, make me an asset to any organization.
Experience
- Supervise a team of customer service agents, providing guidance and support as needed.
- Ensure that customer service agents provide prompt, courteous, and efficient service to all passengers.
- Monitor accessibility of agents and ensure KPIs are met.
- Maintain Business continuity throughout the working hours of contact centre.
- Floor-walk to check and assist staff whenever required and guide in complex situations.
- Maintain professionalism within team and resolve staff grievances as per HR guidelines.
- Respond to customer complaints and resolve customer service issues in a timely and professional manner.
- Keep self-update and ensure all agents informed with updates on Qatar Airways policies and procedures.
Education
Bachelor of Arts in English | Gujarat University | 2005
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