Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Mohammad Shahriar Kabir

Woodbridge

Summary

Experienced Customer Service Representative with 15 years of experience in Airlines. Excellent reputation for resolving problems and improving customer satisfaction. Eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of Reservation & Ticketing and training in Customer Service. Motivated to learn, grow and excel in Travel Industry

Skilled Agent experienced in identifying the needs of the client and working to find a solution promptly and professionally.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Corporate Agent

VAI Travel
06.2024 - Current
  • Work remotely from home
  • Serve client over phone and email
  • Make travel arrangements on Air and Rail
  • Communicate with client over phone and email
  • Reservation and Ticketing on Amadeus System
  • Handling Client Query, complain and resolve
  • Reissue ticket/travel arrangements per travelers request
  • Process refund if needed
  • Maintain Database and daily sales report
  • Get all travel related documents from Corporate Office

Customer Service Representative

Saudia Airlines
07.2008 - 08.2023
  • Greeting Customer
  • Front Line Customer Service
  • Serving Passenger's Over Phone
  • Reservation & Ticketing
  • Issuing / Re-Issuing Tickets
  • Process Refund
  • Issuing Govt. Rebated Ticket for Staff of Royal Embassy of K.S.A
  • Issuing Rebated Ticket for Diplomats
  • Handling Passengers Query, Complaint & Resolve
  • Handling Airport Ticketing Office (ATO)
  • Issuing Excess Baggage Voucher & Process Refund
  • Issuing Staff Rebated Tickets for Internal Customer & Travel Partner
  • Issuing boarding passes for Hajj Pilgrimages from CTO (City Ticket office)
  • Supporting Sales & Marketing Department
  • Maintaining Database
  • Maintaining Daily Sales Record
  • Group Handling (Hajj, Umrah, Labor & Leisure)
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concern
  • Maximized satisfaction by anticipating needs and consistently offering expert support.
  • Followed up with customers to offer additional support and check resolution satisfaction.

Call Center Representative

Pacific Bangladesh Telecom Ltd
03.2008 - 06.2008
  • Completed high volume of inbound and outbound calls within deadlines.
  • Handled caller needs for sales, service and account problems.
  • Displayed positive, professional and empathetic tone to deliver consistently superior service.
  • Understood client needs and advised on relevant products, services or opportunities.
  • Delivered accurate organizational information about products, services and procedures.
  • Determined charges for services requested, collected deposits and payments, or arranged for billing.

Sales Associate

Maplin Electronics
11.2005 - 03.2007
  • Created great customer experiences with personalized sales support.
  • Rotated stock using clearance markdowns and special sales promotions.
  • Supported team with receiving, pricing and merchandising.
  • Handled issues professionally to company standards.
  • Built attractive displays and merchandised products.
  • Helped customers navigate store, complete sales and process returns.
  • Assisted customers with sales and service needs.
  • Resolved customer concerns using strong communication and conflict management skills.
  • Verified shift sales with cash count and drawer balancing.
  • Checked returned product condition before processing refunds.
  • Drove sales success by building displays and merchandising products.
  • Kept store shelves, racks and bins presentable with resets.
  • Removed dust and dirt from items, regularly cleaning store.

Customer Relation Officer

GrameenPhone Bangladesh
10.2004 - 03.2005
  • Followed up with customers to offer additional support and check resolution satisfaction.
  • Reached out to customers to complete customer satisfaction surveys and gain feedback on processes.
  • Assisted customers in resolving product problems regarding usage or repair.
  • Coordinated practical resolutions to complex client issues, preserving satisfaction and brand loyalty.
  • Processed customer exchanges, refunds and bill adjustments to correct product or service problems.
  • Gathered and verified required customer information for tracking purposes.
  • Collect customer payment information about monthly usage line from DBMS and without payment line would be barred.

Education

Master of Business Administration (M.B.A.) - General

Dublin Metropolitan University
07.2006

Bachelor of Science (B.S.) - Computer Information System

Independent University
06.2005

Skills

  • Operating Airlines Reservation System (Amadeus)
  • Technical Support
  • Pricing
  • MS Office
  • Multitasking Abilities
  • Planning and Coordination
  • Recordkeeping proficiency
  • Customer needs determination
  • Problem-solving
  • Complaint resolution
  • Account updating
  • Relationship building
  • Documenting information

Certification

  • Amadeus 1 Reservation & Ticketing Training, 02/15/10, 02/20/10
  • Amadeus Ticketing Platform Training, 04/05/10, 04/08/10
  • TKT200-Passenger Fare Construction & Ticketing Training, 12/13/10, 12/18/10
  • DCS120-Amadeus Swift2Check RTB-DCS Training, 04/04/11, 04/05/11
  • Altea Customer Management Training, 06/25/12, 06/26/12
  • Amadeus Refresher Training, 02/04/13, 02/06/13

Languages

English
Professional Working
Hindi
Limited Working

Timeline

Corporate Agent

VAI Travel
06.2024 - Current

Customer Service Representative

Saudia Airlines
07.2008 - 08.2023

Call Center Representative

Pacific Bangladesh Telecom Ltd
03.2008 - 06.2008

Sales Associate

Maplin Electronics
11.2005 - 03.2007

Customer Relation Officer

GrameenPhone Bangladesh
10.2004 - 03.2005

Bachelor of Science (B.S.) - Computer Information System

Independent University

Master of Business Administration (M.B.A.) - General

Dublin Metropolitan University

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Mohammad Shahriar Kabir