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Mena Odedra
,
Luton, United Kingdom
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Language
English
Fluently
My experience
2013 - 2020
job
TEAM LEADER/SUPERVISOR
CUSTOMER SERVICES AGENT SWISSPORT INTERNATIONAL LTD, LONDON LUTON AIRPORT, BEDFORDSHIRE.
• Staff training and supervision Booking passengers and working on a busy reception desk.
• Paperwork at the end of day and reports sending to the Manager Training staff and interviewing when required.
• Ticketing/ visas and Airfare's Boarding flights Hold Team Briefing and resolve any customer complaints in a timely manner and assist in negotiating with new customers.
• Support and identify training needs and where required train coach and mentor the team.
• Galileo and sabre trained including Microsoft office and ecel and spreadsheets. Online booking systems go now
• Working in a busy and paced Airport and representing the company front of house.
• Managing a team of 8 on shift.
• Sometimes very challenging and hectic at busy times.
• Fast paced environment
• Oversaw job sites and checked for accuracy, quality and to ensure all project specifications were met.
• Mentors staff to achieve professional development goals and sales production targets.
• Assigned tasks to employees and monitored productivity, performance and task completion.
• Served in the capacity as key holder to ensure the store was opened and closed on time.
• Offered instruction, coaching and motivation to employees.
• Supervised equipment upgrades and modifications.
• Displayed exceptional problem solving and customer service skills.
• Increased profits through effective sales training and troubleshooting of service issues.
• Five-star trip advisor review with my name mentioned
• Analysed employee workloads to meet seasonal fluctuation needs.
Concession Manager
• For a photographic Studio.
• Reporting to the Area Manager and responsible for 4 staff.
• Daily conference calls with other store Managers to report my forecast.
• Marketing and canvassing with the Staff to maximise sales.
• Kpi's and staff performance.
BT / Call Centre Agent BT, LEICESTER, LEICESTERSHIRE
• Fault Reception centre.
• Answering all 151 calls and Arranging engineer visits.
• Diagnosis tests also to determine fault.
• Maintaining Targets.
• Cancellation and amendments.
• Ringing customers for Payments and posting invoices.
• Providing excellent customer service by improving the company's service rating.
Citi Bond Travel /Travel Agent Amadeus
• Using sabre and, system to check flights.
• Answering calls and taking down information of customers' requirements and ringing them back with the best possible fares, Arranging Hotels and car hire.
• Posting the booking documents and collections of payments.
• Paperwork at the end of day and reports sending to the Manager Training staff and interviewing when required.
• Ticketing/ visas and Airfare's Boarding flights Hold Team Briefing and resolve any customer complaints in a timely manner and assist in negotiating with new customers.
• Support and identify training needs and where required train coach and mentor the team.
• Galileo and sabre trained including Microsoft office and ecel and spreadsheets. Online booking systems go now
• Working in a busy and paced Airport and representing the company front of house.
• Managing a team of 8 on shift.
• Sometimes very challenging and hectic at busy times.
• Fast paced environment
• Oversaw job sites and checked for accuracy, quality and to ensure all project specifications were met.
• Mentors staff to achieve professional development goals and sales production targets.
• Assigned tasks to employees and monitored productivity, performance and task completion.
• Served in the capacity as key holder to ensure the store was opened and closed on time.
• Offered instruction, coaching and motivation to employees.
• Supervised equipment upgrades and modifications.
• Displayed exceptional problem solving and customer service skills.
• Increased profits through effective sales training and troubleshooting of service issues.
• Five-star trip advisor review with my name mentioned
• Analysed employee workloads to meet seasonal fluctuation needs.
Concession Manager
• For a photographic Studio.
• Reporting to the Area Manager and responsible for 4 staff.
• Daily conference calls with other store Managers to report my forecast.
• Marketing and canvassing with the Staff to maximise sales.
• Kpi's and staff performance.
BT / Call Centre Agent BT, LEICESTER, LEICESTERSHIRE
• Fault Reception centre.
• Answering all 151 calls and Arranging engineer visits.
• Diagnosis tests also to determine fault.
• Maintaining Targets.
• Cancellation and amendments.
• Ringing customers for Payments and posting invoices.
• Providing excellent customer service by improving the company's service rating.
Citi Bond Travel /Travel Agent Amadeus
• Using sabre and, system to check flights.
• Answering calls and taking down information of customers' requirements and ringing them back with the best possible fares, Arranging Hotels and car hire.
• Posting the booking documents and collections of payments.
KPI, Manager, Agent, Go, Forecast, Booking, Online, Production, Office, Coach, Development, Marketing, Supervision, Motivation, Support, Reception, Service, Sales, Customer service, Mentor, Training, Coaching
My education
n/a
Secondary, English. Maths, Geography, History (Minor in Travel and tourism)
Secondary, English. Maths, Geography, History (Minor in Travel and tourism)
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