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Head of Ticket Counter and Call Center
Etihad Regional - Lugano, SwitzerlandGuest RelationsJune 2009 - Now
. Supervise the Ticket Desk Sales Agents to ensure the service level achievement . Manage back-office works (i.e. Customers’ emails, mainly most sensitive cases ) . Auth specific actions to be taken especially in situations of high stress . Provide information and assistance in order to increase Guests’ satisfaction .Monitor the Call Center work to ensure the service level achievement . Conclude subscription and groups contracts to meet growth in line with budget . Support the Staff Travel department to issue tickets for duty/leisure travels . Sell tickets to meet growth in line with budget . Monitor Customer relations work . Assist team to responding a correct way during and after calamity . Trainer on the job . Staff shifts managing . Owner of costs center Manpower budget and yearly budget