Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

TSION YIFTER MENGESHA

TORONTO,ON

Summary

Experienced Airline Professional with ticketing and reservation expertise developed by working at Ethiopian Airlines Global Contact Center and Passenger Sales ticket offices Experience in handling loyalty related queries acquired through working in the Ethiopian Airlines loyalty department.

Overview

1
1
Certification

Work History

Customer Service Agent

Ethiopian Airlines Group
  • Efficiently and accurately handled reservations for transportation and accommodations, using telephones and e-mail.
  • Answer inquiries through telephone and email regarding information such as schedules, accommodations, baggage allowance, etc
  • Quote passenger fares and assist with group, corporate and individual bookings in accordance with standard the Global Contact Centre procedures
  • Give arrival and departure information and travel information such as airport tax, visa, passport and health certificate requirement, normal and excess baggage of flight allowance and rate, unaccompanied baggage rates and carriage of restricted articles


  • Sale ancillary services such as Lounge Pass, WIFI, Leg room seats, Sheba-comfort/sales of open adjacent seats, hotel room sale.

Marketing Officer

Ethiopian Airlines
  • Partnership and alliance Handle request like update members profile, email address
  • Compile and report mile credits processed retroactively by the request of Sheba miles and star alliance member
  • Delete or merge redundant account for one member
  • Handle mile sales request
  • Facilitate the validation and mile credit of members for non-airlines partner activities based on member requires on delays or skipped credits.

Senior Customer Service Agent

  • Provide frontline customer support by Process refunds, exchanges, and issue tickets, vouchers and related documents for tickets, services, packages applying correct fares, rates and gives related travel information
  • Investigated and solved routine and complex customer issues to earn repeat business
  • Train new hires in basic customer service & ticketing training in Sabre Interact
  • Balance the daily sales against the deposit slips, check the attachment and correctness of relevant document and forward to team leaders
  • Maintained a high level of customer satisfaction by providing accurate and helpful responses
  • Assist the team leader in the investigation of customer complaints.

Education

Diploma -

Intermediate passenger fares and ticketing Certificate (from -

Ethiopian aviation university

Sabre Reservation And Ticketing Training - Ticketing & Reservation

Ethiopian Aviation University
Addis Ababa
05.2013

Skills

  • Advance knowledge on sabre GDS
  • Calm and professional under pressure
  • Document and records management
  • Customer complaint resolution
  • Policy and procedure adherence
  • Ability to multitask efficiently
  • Manage competing priorities
  • Understand customer need
  • Strong problem solving and decision-making skills
  • Excellent communication skills
  • Ability to work well independently with little or no supervision

Certification

  • Advance Passenger Ticketing and Reservation
  • Intermediate Passenger Fares and Ticketing

Timeline

Customer Service Agent

Ethiopian Airlines Group

Marketing Officer

Ethiopian Airlines

Senior Customer Service Agent

Diploma -

Intermediate passenger fares and ticketing Certificate (from -

Ethiopian aviation university

Sabre Reservation And Ticketing Training - Ticketing & Reservation

Ethiopian Aviation University

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TSION YIFTER MENGESHA