Tausif Kadwa

Results-driven airline professional with over 13 years of comprehensive experience in the aviation industry. Proven leader in team leadership, project management, and achieving strategic business objectives. Expert in overseeing daily operations, delivering exceptional customer service, and cultivating a collaborative, high-performing team culture. Skilled in managing complex situations with professionalism and poise, ensuring prompt and effective resolution. Adept at training, mentoring, and motivating staff to optimize performance and meet operational targets. Strong communicator with excellent problem-solving skills and in-depth knowledge of airline policies, safety protocols, and industry standards. Experienced in high-pressure environments, consistently maintaining operational excellence and a customer-first approach to drive passenger satisfaction and loyalty.

• Repeatedly received recognition from superiors for excellence in service.

• Branch Manager, Mann International Travel & Tours, 01/01/24, Present, Lead the sales team, develop sales strategies, manage key accounts, and work on growing the branch and market presence., Drive revenue through the sale of tickets, packages, and other services., Analyze market trends, develop and execute sales strategies to achieve revenue goals and expand the customer base., Motivate teams to meet and exceed sales targets by providing training, guidance, and performance evaluations., Monitor sales performance through reports, analyze trends, conversion rates, revenue per customer and identify areas for improvement., Negotiate contracts, agreements, and rates with large corporate clients. Close deals effectively while ensuring profitability.
• Customer Service Officer, Qatar Airways, 01/01/21, 12/31/24, Proven track record for managing 100+ team members along with Customer Service Supervisors., Create process flows and implement new skills, processes and policies., Setup an entire new process of priority handling of top tier members of Qatar Airways., Manage service levels of all customer service aspects of the Contact Centre and achieve all KPIs as outlined in the Contact Centre KPI scorecard., Assist training teams to develop recurrent training modules, refresher training and coordinating in process tests., Assist the HR team with the interview and hiring process., Ensure first call resolution, zero error and operational excellence., Assist customer service supervisors in performance management and evaluations.
• Customer Service Supervisor, Qatar Airways, 01/01/20, 12/31/21, Oversee, manage and guide a team of Customer Service Agents and ensure all KPI's are met including training and performance evaluations., Manage and improve Team performance as per performance management matrix., Analyze performance management reports and identify areas of improvement and training needs., Handling complex and escalated customer issues, such as flight delays, cancellations, baggage mishandling, and special requests, to ensure the highest standard of customer satisfaction., Manage operational efficiency by ensuring service team meets operational goals.
• Ticketing Supervisor, Qatar Airways, 01/01/18, 12/31/20, Oversee the ticketing and reservation processes, ensuring smooth operations and providing support to customers., Supervise and train ticketing staff., Ensure accurate booking, ticket issuance and resolve customer complaints., Monitor and analyze sales trends and customer data and collaborate with other departments.
• Senior Ticketing Agent, Qatar Airways, 01/01/16, 12/31/18, Process and issue airline tickets for passengers, ensuring that all details (flight information, fares, special requests) are accurate along handling payments., Handle complex ticketing tasks such as changes, cancellations, reissues, and refunds., Address and resolve complex customer inquiries or problems related to bookings, cancellations, or refunds., Assist passengers with special requests, such as upgrades, group bookings, and emergency tickets.
• Customer Service Agent, Qatar Airways, 01/01/12, 12/31/16, Assist customers with ticketing-related queries, including booking, refunds, changes, or upgrades to flights., Help passengers understand baggage allowance, travel restrictions, guidance on special services and other airline policies., Handle customer complaints and concerns, including delays, cancellations, lost luggage and offer solutions to resolve issues promptly., As a senior member of the team, acted as a mentor to colleagues, assisting them develop knowledge of product and processes. Managed multiple products and services as required.
• Reservation Executive, Travel Hub LTD (UK), 01/01/11, 12/31/12, Handle reservations for flights, hotels, car rentals, tours, and other travel-related services., Confirm bookings and send itineraries to clients., Ensure proper documentation is provided to clients, such as e-tickets, boarding passes, or vouchers., Maintain and update customer records and reservation details in the system., Liaise with airlines, hotels, and other service providers to ensure seamless travel experiences for clients.

• Amadeus Reservation Certificate
• First Aid Certificate
• Aviation Security Certificate