Aisha Dennaoui
Sydney,NSW
Summary
Professional and dedicated with extensive years of experience in customer satisfaction in delivering front line customer service.
Overview
19
19
years of professional experience
2007
2007
years of post-secondary education
Work History
Customer Service Officer
Jetstar
Sydney
04.2024 - Current
- Assisted customers with enquiries and provided solutions for any travel-related issues.
- Managed booking changes and cancellations through our airline Systems Go Now and Sky Speed system.
- Assisting customers at Service Desk requesting special assistance and checking items requiring Dangerous Goods Approval by following step by step procedures our OM15A and OM14 for the precaution of safety to our customers and team members.
- Handling High-Volume of customers daily with the ability to ensure a progressive smooth flow for better experience and time.
- High Fast-paced environment managing flight closing counters to finalise closing flights by efficient time-management and communicating with boarding controllers effectively for a better on-time departures.
- Handling flight disruptions to our customers affected by de-escalating and showing pro-active service to assist on the most suitable options for our customers affected.
- Liaising with external departments in Jetstar including our Customer Journey team - Qantas Dangerous Goods and Reservations.
- Assisting on the day operations as a flight Marshaller or Boarding controller by working alongside ROSS Shift Task allocations, Airport services staff, Ground services Staff, Cabin Crew, Cabin Managers and Tech Crew Captains and First Officers.
- Reporting to Team Leaders and TAM on duty for any issue or concerns on the day of operations.
Case Manager
Westpac
06.2014 - 04.2023
- Maintained up-to-date case records with case activity status.
- Linked clients with social services, health care providers and governmental agencies to help claim or reclaim individual autonomy.
- Assisted individuals with eligibility for available benefits.
- Adhered to ethical principles and standards to protect clients' confidential information.
- Participated in regular team meetings and in-house training sessions to boost group effectiveness.
- Communicated with legal services providers, social services agencies and local judicial systems regarding cases.
- Transitioned clients to different providers based on progress or needs.
- Provided direct service and support by handling referrals for advocacy issues or resolving complaints.
- Handled administrative procedures to meet objectives set by boards of directors or senior management.
- Planned and administered budgets for programs, equipment and support services.
Customer Care Specialist
TNT Express
03.2007 - 03.2014
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.Provided outstanding service to new and long-standing customers by attending closely to
concerns and developing solutions.Documented customer correspondence in CRM to track requests, problems and solutions. Improved customer service wait times to mitigate complaints.Helped customers open accounts, make deposits, update information and carry out range of routine actions.
Troubleshot shortages and overages to support quality control efforts.Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.Answered inbound calls, chats and emails to facilitate customer service.Demonstrated excellent communication skills in resolving product and consumer complaints. Remained calm and professional in stressful circumstances and effectively diffused tense situations.Consulted with customers to resolve service and billing issues.Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Education
Wiley Park Girls High School
Sydney Skills
- Safety compliance
- De-escalation
- Pro-active Customer service
- Multi-tasking
- Time management skill
- Positive and driven for success
- Upbeat
Timeline
Customer Service Officer
Jetstar
04.2024 - Current
Case Manager
Westpac
06.2014 - 04.2023
Customer Care Specialist
TNT Express
03.2007 - 03.2014
Wiley Park Girls High School