Summary
Overview
Work History
Education
Skills
Timeline
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Heba Abbas

Edmondson Park ,New South Wales

Summary

Expert in delivering outstanding customer service through direct interactions. Demonstrated ability to resolve complex inquiries with professionalism and empathy. Consistently achieved customer satisfaction ratings exceeding industry benchmarks. Skilled in leveraging communication tools for enhanced customer engagement.

Overview

16
16
years of professional experience

Work History

Customer Service Lounge Agent at Qantas Business Lounge & Qantas Club Lounge

QANTAS AIRWAYS, Sydney Domestic Terminal
03.2023 - Current
  • Welcoming and greeting Premium Lounge members and customers on arrival and departure.
  • Utilising collaborative and supportive approach towards the team.
  • Ability to take ownership of problems, and following up a resolution.
  • Providing strong written and verbal communication skills in a high volume, fast paced, demanding environment.
  • Monitoring Lounge entry access according to the Qantas Lounge policy requirements.
  • Providing product knowledge information and frequent flyer enquiries to our Premium Lounge members and customers, including our One World members.
  • Providing necessary announcement calls to our Premium Lounge members and customers, such as flight departure time, cancelation flights and delay updates.
  • Displaying exceptional standard of personal presentation.

Customer Service Check-In Agent

QANTAS AIRWAYS, Sydney Domestic Terminal
11.2012 - 09.2018
  • Providing a high level of face-to-face customer service in a professional, friendly, and efficient manner.
  • Proactively greet customers and assist with their check-in process.
  • Assisting customers with special needs ensuring discretion and personal integrity.
  • Cooperating with the team, including liaising with other departments for the benefit of the customer.
  • Manage and diffuse difficult situations whilst displaying compassion and empathy.
  • Displaying well-developed problem-solving skills and following through to resolution.
  • Providing strong verbal and written communication skills within a high volume, faced paced, and demanding environment.
  • Direct and assist customers from the gate to the tarmac, for rear door boarding departure and arrivals.

Data Entry/ Admin Officer

NICK SCALI FURNITURE HEAD OFFICE, Lidcombe
10.2009 - 10.2012
  • Ability to use initiative with an attention to detail and strong customer service focus, whilst having the drive to meet and exceed expectations.
  • Ability to work independently and as part of an operational team.
  • Using strong organisational skills with the ability to prioritise conflicting tasks to meet strict deadlines.
  • Displaying analytical, problem-solving, and decision-making skills in a high pressure, time critical environment.
  • Displaying strong written and verbal communication skills, with the ability to communicate effectively at all levels of the organisation.
  • Completing all administrative functions, such as invoicing delivery runs, container report schedules, memo notes, SMS messenger program, open orders, contact list.
  • Proactively making outbound calls to customers to take bookings for deliveries and pick-ups, as well as confirmation of deliveries, and confirmation of pick-ups at the warehouse.
  • Coordinate and schedule pre-distribution delivery runs for NSW, including invoicing out, generating picking slips, mapping, setting runs logistically, and timing each delivery accurately.

Education

Diploma - Beauty Therapy

1 2006

Higher School Certificate - undefined

1 2001

Skills

  • Strong oral, written and interpersonal communication skills
  • Experience in serving high-volume clients in high-pressure environments
  • Highly creative and intuitive problem solver
  • Ability to represent the company with professionalism, poise, and integrity

Timeline

Customer Service Lounge Agent at Qantas Business Lounge & Qantas Club Lounge

QANTAS AIRWAYS, Sydney Domestic Terminal
03.2023 - Current

Customer Service Check-In Agent

QANTAS AIRWAYS, Sydney Domestic Terminal
11.2012 - 09.2018

Data Entry/ Admin Officer

NICK SCALI FURNITURE HEAD OFFICE, Lidcombe
10.2009 - 10.2012

Diploma - Beauty Therapy

Higher School Certificate - undefined

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Heba Abbas