Hi, I’m
IMRAN ISHAK
Summary
Dedicated Customer Service professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Experienced with over 20 years of experience the Service industry. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
15
years of professional experience
1
Certification
Work History
Delta Air Lines
GLOBAL TICKETING SUPERVISOR
01.2013 - Current
Job overview
- Provide primary customer service and ticketing support to internal and external customers.
- Resolve high complexity queries via phone.
- Manually calculate fares and troubleshoot system functions.
- Actively listen to customers, handle concerns quickly and escalated major issues to supervisor.
- Authorize waivers for special and high value customers.
- Inform passengers of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Provide high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Quoting airline fares, accept payments and process refund and cancellation requests.
- Work flexible hours, night, weekend, and holiday shifts.
- Perform duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Able to work within tight deadlines and fast-paced atmosphere.
- Identify issues, analyze information and provide solutions to problems.
- Actively seek out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Adapt to new applications and maintained knowledge of current technologies.
Seawave Shipping Pte Ltd
BOARDING AGENT
08.2011 - 11.2011
Job overview
- Handle shipowners' matters upon vessel's arrival and departure in Singapore waters
- Monitor vessel immigration status
- Assist in acquiring and arranging ship supplies
- Providing transportation and accommodation for crew
- Provide liaison between vessel's Key Appointment Holders and 3rd party service providers such as suppliers and refueling companies
SATS Ltd
CUSTOMER SERVICE AGENT
04.2008 - 07.2011
Job overview
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assist passengers with checking in
- Handle transfer passengers
- Arrival and departure duties
- Handle Deportees and Not-to-Land passengers
Education
Temasek Polytechnic
Diploma from Aviation Management
04.2023
Pasir Ris Secondary School
O Levels
12.2001
Skills
- Customer Service and Assistance
- Assist Passengers
- Transportation Information
- Telephone Reservations
- Travel Reservations
- Handling Complaints and Complaint Resolution
- Handling escalations
- Corrective Actions
Certification
- Class 3 driving license
- CERTIFICATE IN TOUR & TRAVEL SERVICES - WSQ/Delta Air Lines
- Service Excellence - WSQ/Service Quality Centre Pte Ltd/SATS Ltd
- SECURITY MANPOWER - WSQ/POLWEL CO-OPERATIVE SOCIETY LIMITED
Languages
English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Timeline
GLOBAL TICKETING SUPERVISOR
Delta Air Lines
01.2013 - Current
BOARDING AGENT
Seawave Shipping Pte Ltd
08.2011 - 11.2011
CUSTOMER SERVICE AGENT
SATS Ltd
04.2008 - 07.2011
Temasek Polytechnic
Diploma from Aviation Management
Pasir Ris Secondary School
O Levels
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