Kimeswar Chady

• Lead the overall Retail Store Operation to ensure that all customers are provided with excellent customer service and that the retail office team is aware of and work to consistently meet and exceed reservations targets.
• Coach, manage, develop and motivate CSSTLs and SCSSAs. Ensure that team and individual agent performance is at the required standard and maximise the productivity of each individual member. Conduct regular performance management reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and management.
• Ensure that sales policies and retail office procedures are clearly understood, applied, and adhered to by the team. Interpret information received from Emirates Group and senior management and communicate to the team, ensuring that up to date information on products and services is always available.
• Provide necessary on job instructions and training to staff and new joiners. Conduct regular team briefings to ensure that the team is aware of new products, policies ,procedures, special fares ( Cluster, MTPA, Government Deals) as and when they are introduced.
• Monitor the discipline, grooming and conduct of the team.
• Produce resource plans based on call and walk in customer forecasts. Delegate tasks based on ability of the staff, ensuring a fair and even distribution of work among both the reservations and ticketing teams.
• Analyse service level and revenue data to determine operational trends and provide solutions to increase sales, service and quality. Regularly communicate with sales team, EGHQ departments such as Commercial and Reservations Services, Emirates Retail HQ, Revenue Optimisation and Emirates network of contact centres and retail offices to share knowledge, ideas and best practise.
• Research, promote and implement new program, sales, service and employee satisfaction initiatives in order to achieve contact centre and network revenue, quality and employee satisfaction and attrition targets.
• Implement and maintain retail office standards such as furniture, brochure displays and queuing, reservations and telephony systems.
• Implementation of trackers i.e. Special deal tickets. Monthly reports are sent to RMIOI & Sales Manager.
• Prepare and submit monthly performance reports to Emirates Retail HQ.
• Provide support and guidance to the Madagascar Retail Store team.
• Coordinate and manage travel plans for high-profile clients and VVIPs, including the Prime Minister and other government ministers.
• Handle complaints and work towards resolution prior to escalation.
• Any other job assigned by RMIOI and Sales Manager.

• Led the day-to-day operations of the team, ensuring all customers were provided with excellent customer service.
• Ensured the retail office team was aware of and consistently worked to meet and exceed reservation sales targets.
• Coached, developed, and motivated a team of SCSSAs and CSSAs within the retail office.
• Ensured both team and individual agent performance met required standards and maximised the productivity of each team member.
• Conducted regular performance management reviews, clearly setting out objectives and development plans, and provided ongoing feedback to team members and management.
• Monitored discipline, grooming, and overall conduct of the team.
• Provided on-the-job instructions and training to both existing staff and new joiners.
• Ensured that sales policies and retail office procedures were well understood, consistently applied, and adhered to by the team.
• Conducted regular team briefings to keep the team informed of new products, policies, and procedures as they were introduced.
• Scheduled regular quality monitoring of all customer interactions and allocated sufficient coaching time for each team member.
• Performed regular quality audits with SCSSAs and CSSAs to assess and track performance.
• Delegated tasks based on staff capability, ensuring fair and balanced distribution of work across the team whenever possible.
• Identified team and individual training needs through coaching and quality monitoring, and recommended appropriate training programs.
• Investigated all customer complaints objectively and collaborated with team members and management to recommend and implement corrective actions.
• Coordinated and managed travel plans for high-profile clients and VVIPs, including the Prime Minister and other government ministers.
• Acted in the capacity of Customer Sales and Service Officer in the absence of the CSSM from April 2017 to October 2017.

• Ensured the highest standards of customer service were delivered to Emirates customers by providing detailed information on Emirates fares and promoting related products, identifying customer needs through rapport building and actively seeking sales opportunities.
• Ensured set quality standards were consistently achieved for all customer interactions.
• Issued Emirates tickets while adhering to airline rules and regulations, ensuring customer requests were accurately fulfilled to maintain excellent service levels.
• Informed customers of essential travel requirements, including passport, visa, health regulations, and details such as check-in location and timing.
• Contributed to revenue growth by offering customers various Emirates products and services such as Skywards membership, booking amendments, DEX bookings, and fare upgrades to meet or exceed sales revenue and conversion targets.
• Stayed updated with Emirates Group news and developments to maintain professional standards and ensure accurate information was shared with customers.
• Provided assistance and served as a role model to other team members by offering guidance and support.
• Acted as the first point of contact for CSSAs regarding complex bookings, challenging customer interactions, and special service requests.
• Ensured all ticketing documentation was correctly filed, timetables were updated, and sales and promotional materials were properly displayed at counters to provide customers with informed options and support increased sales.
• Completed tasks and assignments as directed by RMIOI, CSSM, or SM.

• Was responsible for reservations, counter sales, fare calculation, issuance of tickets, collection of payments, and briefing customers on regulations.
• Handled reservations and ticketing requirements for walk-in passengers.
• Ensured travel documents were in order for passengers purchasing tickets directly at the counter.
• Ensured that customers both over the phone and walk in were handled within the company’s service quality standard.
• Managed customers emails, booking enquiries, including quotations and actioning of queues on the MARS system.
• Offered and sold all Emirates products and promotions, quoted and sold airfares, consistently converting calls into sales and actively seeking sales opportunities.
• Participated in team briefing.
• Ensured that the highest level of customer experience is provided on all interactions.
• Processed visas and updated visa numbers in PNRs for Emirates staff.
• Calculated and processed refunds.
• Performed additional duties as assigned by the Supervisor and Manager.

• Assigned at Check in counter.
• Assisted to board passengers and control cabin luggage.
• Manned the Information and Interline Counter.
• Attended to passengers requiring special handling.
• Handled disrupted passengers.

Provided customer support by managing travel plans, issuing tickets, and addressing queries related to quotations and travel requirements.

Provided customer support by managing travel plans, issuing tickets, and addressing queries related to quotations and travel requirements.