Imran Ali

• Delivered exceptional customer service by efficiently handling orders, inquiries, and complaints in a high-traffic retail environment, helping to improve customer satisfaction scores.
• Actively engaged with customers to suggest products and assist with upselling during peak hours, contributing to sales growth.
• Supported daily restaurant operations, including food preparation, service, and cleanliness, to maintain a welcoming environment.
• Collaborated with team members to manage busy periods, and ensure smooth workflow and guest satisfaction.
• Maintained compliance with all health, safety, and hygiene protocols, ensuring a safe environment for customers and staff.

Led a team of travel consultants handling international flight reservations and customer service for Expedia.

• Monitored daily team performance, ensured SLA adherence, and implemented quality control measures.

Provided on-the-floor support for escalated issues related to booking, reissuing, cancellations, and refunds using Sabre GDS.

• Trained and mentored new team members on GDS tools, soft skills, and process guidelines.

• Conducted regular coaching sessions, performance reviews, and productivity assessments to boost team efficiency.

• Collaborated with internal departments (quality, training, workforce) to align goals and improve service delivery.

• Ensured compliance with airline policies, data privacy regulations, and standard operating procedures.

• Generated weekly and monthly reports for senior management on KPIs, call metrics, and team performance.

• Played a key role in process improvement initiatives, resulting in increased customer satisfaction, and reduced error rates.

• Recognized for maintaining high CSAT scores, and achieving top team rankings in quarterly performance evaluations.

• Utilized new business pitches, Strategic negotiations, and sale closure for the effective on-boarding of new clients.
  Delivered targeted revenue growth to the organization on weekly basis with the help of direct client interaction.
  Build strong customer relationship through feedbacks and surveys for potential referrals