Shazia Salman Cheema
Toronto
Summary
Accomplished Bilingual Customer Service Consultant at Lufthansa Group, recognized for exceptional communication and complaint handling skills. Successfully resolved complex travel issues, maintaining a customer satisfaction rate above 95%. Demonstrated adaptability and a customer-first mindset, contributing to a positive team environment and high service quality standards.
Overview
28
28
years of professional experience
Work History
Bilingual Customer Service Consultant
Lufthansa Group
03.2018 - Current
- Provide exceptional customer service in German and English, assisting Lufthansa passengers with flight reservations, check-ins, rebooking, and travel disruptions.
- Support passengers with inquiries related to the Miles & More frequent flyer program.
- Deliver accurate, timely, and empathetic responses via phone in a fast-paced, international contact center environment.
- Demonstrate strong communication skills, adaptability, and a customer-first mindset to resolve complex travel-related issues.
- Collaborate with team members and contribute to a positive and supportive work environment.
- Recognized for reliability, team spirit, and maintaining high service quality standards under pressure.
Customer Service Executive
HQ Bespoke
02.2012 - 03.2018
- Delivered personalized service to high-end clientele, assisting with urgent needs and unexpected issues with professionalism and discretion.
- Provided effective, timely solutions to customer concerns, ensuring satisfaction and loyalty.
- Maintained detailed records of customer interactions and preferences to support seamless service.
- Built and nurtured long-term relationships through proactive communication and attention to detail.
- Contributed to a premium, memorable customer experience aligned with the brand’s luxury positioning.
German Language Instructor (Goethe Institute)
ROOTS International School & College
03.2005 - 12.2010
- Led the German Language Department, designing and delivering beginner to advanced-level instruction for students in grades 8 to 11.
- Developed engaging lesson plans and assessments aligned with Goethe-Institute standards to enhance language proficiency.
- Oversaw the management of the school library, including cataloging and integrating new materials such as books, multimedia, and software.
- Maintained organization of learning resources and ensured materials were easily accessible for staff and students.
Senior Laboratory Assistant
Photo Porst
01.1998 - 06.2006
- Operated advanced photo processing equipment to produce large-format posters and high-resolution images.
- Supervised and trained new staff on equipment use, safety protocols, and quality standards.
- Ensured print quality met customer specifications by monitoring output and conducting final quality checks.
- Maintained accurate production logs and progress reports to support operational efficiency.
- Oversaw inventory levels and material usage to prevent delays in processing.
- Consistently achieved a customer satisfaction rate above 95% through timely and precise delivery of services.
Education
GED -
Fachs Schule
Dietenhofen, Germany10-1993
High School Diploma -
Foto Helzel
Ansbach, Germany01-1990
Skills
- Complaint handling
- Call center experience
- Excellent Communication Skills
- Inbound call management
- Service upselling
- Verbal and written communication
- Call escalation
- Support case resolution
- Refund management
- Call management
- Service standard compliance
- Customer acquisition
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 60+ calls per day, providing information and service to ensure customer satisfaction.
- Consistently achieved 97% accuracy in call handling and quality assurance metrics, while maintaining efficient average handling times and exceeding the target number of calls per hour. Demonstrated strong multitasking skills and adherence to service standards in a high-volume environment. Consistently achieved 97% accuracy in call handling and quality assurance metrics, while maintaining efficient average handling times and exceeding the target number of calls per hour. Demonstrated strong multitasking skills and adherence to service standards in a high-volume environment.
Languages
English
Full Professional
German
Full Professional
Urdu
Full Professional
Punjabi
Full Professional
Timeline
Bilingual Customer Service Consultant
Lufthansa Group
03.2018 - Current
Customer Service Executive
HQ Bespoke
02.2012 - 03.2018
German Language Instructor (Goethe Institute)
ROOTS International School & College
03.2005 - 12.2010
Senior Laboratory Assistant
Photo Porst
01.1998 - 06.2006
GED -
Fachs Schule
High School Diploma -
Foto Helzel
Similar Profiles
CHINTHANA WEGAPITIYACHINTHANA WEGAPITIYA
Customer Service Consultant at LUFTHANSA GROUPCustomer Service Consultant at LUFTHANSA GROUP
Felix HurleyFelix Hurley
Duty Manager at Lufthansa GroupDuty Manager at Lufthansa Group
Alain ZabatAlain Zabat
Duty Station Manager at Lufthansa GroupDuty Station Manager at Lufthansa Group
Shane MarlattShane Marlatt
Scaffold Superintendent at Newcrest MiningScaffold Superintendent at Newcrest Mining
NATHAN OSTAFICHUKNATHAN OSTAFICHUK
Senior Account Executive at Agility PR SolutionsSenior Account Executive at Agility PR Solutions