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Work Expereience Customer Services Agent (part time) at The Emirates Group - dnata The Emirates Group – dnata (Dubai, UAE - Aviation Industry) ▪ - Worked as a ground operator for an American Carrier – Delta Air lines – system trained ▪ - Providin

Work Expereience Customer Services Agent (part time) at The Emirates Group - dnata The Emirates Group – dnata (Dubai, UAE - Aviation Industry) ▪ - Worked as a ground operator for an American Carrier – Delta Air lines – system trained ▪ - Providing advice on destinations, team work in order to achieve customer satisfaction ▪ - Ensuring that the handling requirements of the various categories of passengers (e.g. unaccompanied minors, young passengers, wheelchair, elderly and passengers with special needs etc.) have been met and special facilities are provided ▪ - Ensuring excellent discipline and grooming standards ▪ - Assisting passengers (Check-in and Boarding Experience) ▪ - Providing timely and efficient service to passengers in accordance to the agreed SOP ▪ - Ensuring all the requests and completion remarks are updated accurately in DMIS ▪ - Ensuring their comfort and safety as well as airport safety and security standard set by International Civil Aviation Organisation (ICAO) and Local Airport Authorities (LAA) ▪ - Helping passengers while boarding and disembarking (check-in, gates, transfer desk, special handling and FMU) - Carrying out pre-flight duties and reporting any maintenance requirements Aviation Industry / Client Services /Customer Handling/ Ground Operations Intern at Askari Bank Limited (Banking and Corporate Sector/Commercial Banking) Askari Bank Ltd (Islamabad, URL: http://www.askaribank.com.pk) ▪ - Preparing spreadsheet scrolls ▪ - Receiving cheques ▪ - Educating clients about bank’s products ▪ - Keeping customer records ▪ - Drafting memos and writing payment reminder letters ▪ - Relaying customer requests to concerned department ▪ - Assisting seniors with customer complaints and other related matters ▪ - Scanning, copying and filing documents to maintain organization within the department Claim Investigator at Telebridge communications Telebridge communications (Communication Sector/ Call Centre/ Customer Support/ Insurance - URL: http://www.telebridgebpo.com/) ▪ - Follow through on calls (Injury Claims Project) ▪ - Closing calls ▪ - Work cooperatively with others in team effort EDUCATION AND TRAINING Bachelor of Science in Economics COMSATS Institute of Information Technology, Islamabad, Pakistan ▪ Majors in Development Economics and Financial Economics (CGPA 3.28 out of 4.0) PERSONAL SKILLS Mother tongue(s) Urdu Other language(s) UNDERSTANDING SPEAKING WRITING Listening Reading Spoken interaction Spoken production English C1/2 C1/2 C1/2 C1/2 B1/2 Replace with name of language certificate. Enter level if known. French A1/2 A1/2 A1/2 A1/2 A1/2 >> Levels: A1/2: Basic user - B1/2: Independent user - C1/2 Proficient user Communication skills ▪ Excellent communication skills gained through my experience as Customer Services Agent at The Emirates Group ▪ Work experience from a call centre in Pakistan Organisational / Managerial skills ▪ Leadership (was responsible for representing and leading class of Bachelors in front of university management) ▪ Analytical skills (skills acquired through writing research papers) ▪ Conceptual skills (Developed research proposals for my final year project during my Bachelors degree) ▪ Firm grip on Quantitative and Qualitative research tools and equipment (Eviews, STATA, DL-SNAPP, Surveys, Questionnaires, Feedback analysis) Job-related skills ▪ Good command of accounting and finance ▪ Firm grip on analytic techniques ▪ Interpersonal skills adopted by working in diverse and dynamic environment (UAE and Pakistan) ▪ Grasp on 7 Quality and Research Tools ▪ Systems (DL-SNAPP for Delta Air Lines and GUI-DMACS for Emirates Airline and dnata) Computer skills ▪ Skilled user of Microsoft Office™ tools ▪ Above average user of Audio and Video Editing Software ▪ Basic knowledge of Adobe Photoshop ® ▪ Basic knowledge of Dreamweaver ® ADDITIONAL INFORMATION Projects - Palm Oil Trade in Pakistan and Remittances and its effects on Pakistan’s Economy Honours - Scored 2nd highest CGPA in Economics department of COMSATS IIT, Islamabad Pakistan - Seminars International Youth Conference & Festival – Building Bridges Across the World (Delegate) References Dr. Faisal Abbas Dr. Seeme Mallick (dr.seeme.mallick@comsats.edu.pk) Dr. Naureen Adnan

Writing Skilled user of Microsoft Office™ tools Above average user of Audio and Video Editing Software Basic knowledge of Adobe Photoshop ® Basic knowledge of Dreamweaver ®

Bachelor of Science in Economics COMSATS Institute of Information Technology, Islamabad, Pakistan ▪ Majors in Development Economics and Financial Economics (CGPA 3.28 out of 4.0)

MSc. International Economics

Urdu

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