Umesh Timsina

KEY PROJECT 1

UEFA PROJECT

UEFA Ticketing Customer Service Centre

UEFA Tournaments (including Euro 2024 and Club Finals)

• Responded to fan inquiries about ticket availability, prices, and match schedules.
• Assisted customers with online ticket purchases, including payment issues and transaction guidance.
• Addressed ticket delivery problems and escalated complex issues to ensure customer satisfaction.
• Ensured compliance with UEFA guidelines during all customer interactions.

KEY PROJECT 2

WIZZ AIR PROJECT

Official Claims

• Processed EU261/2004 passenger compensation claims submitted by claim companies and solicitors, ensuring regulatory compliance.
• Reviewed documentation and worked cross-functionally to resolve claims accurately within SLA targets.
• Managed claim workflows using internal systems, ensuring timely resolution and adherence to aviation regulations.

KEY PROJECT 1

FIFA PROJECT

FIFA TICKETING CUSTOMER SERVICE CENTRE
FIFA WOMEN WORLD CUP AUSTRALIA AND NEW ZEALAND 2023

• Supervised the project, overseeing daily operations, supporting agents, managing escalations, and ensuring service quality and SLA adherence.
• Provided customer support for FIFA Women’s World Cup 2023 ticketing, handling enquiries on match schedules, pricing, venues, seating, and entry requirements.
• Addressed post-event queries, feedback on experience, or further ticket-related issues.

KEY PROJECT 2

WIZZ AIR PROJECT
CUSTOMER SERVICE REPRESENTATIVE

• Delivered end-to-end customer support for flight bookings, changes, cancellations, and baggage enquiries across phone, email, and chat, achieving high customer satisfaction in a fast-paced environment.
• Consistently met and exceeded SLA targets, resolving complex passenger queries, complaints, and special requests with efficiency and professionalism.
• Collaborated with cross-functional teams to streamline processes, improve operational efficiency, and ensure full compliance with company policies and aviation regulations.

- Collaborated with senior marketing and sales teams to design and implement trade marketing strategies tailored to recent telecommunications market trend.

- Worked closely with retail to ensure optimal product placement, promotional activities, and brand consistency across all sales channels.

- Conduct thorough market research to understand consumer behavior, competitor activities, and emerging trends in telecommunications industry. Utilize these insights to inform and adjust marketing and sales strategies.

- Assisted in creation, distribution, and monitoring of promotional materials, ensuring they align with brand guidelines and effectively reach target audience.

- Provided sales team with necessary tools, information, and guidelines to effectively promote products/services.

- Organized and managed events, product launches, and other promotional events to increase brand awareness and generate leads.

- Monitored and analyzed effectiveness of trade marketing activities, using key performance indicators (KPIs) to assess return on investment (ROI) and inform future strategies.

- Assisted in managing trade marketing budget, ensuring that all activities are cost-effective and within allocated resources.

- Liaised with various departments, including product development, business deveopment, sales, and key accounts to ensure seamless execution of marketing strategies and brand visibility.

- Leveraged digital marketing tools and platforms i.e digital signage to enhance traditional trade marketing efforts, ensuring cohesive and comprehensive approach.

- Identified potential clients and business opportunities through networking.
- Developed strategies to attract and retain clients.
- Established and maintained strong relationships with prospective and existing clients.
- Addressed client concerns and provide solutions to enhance customer satisfaction.
- Represented company at networking events, gatherings and meetings.

Acted as primary point of contact for clients, addressing inquiries, concerns and feedback.
- Built and maintained strong relationships with new and existing customers to enhance loyalty.
- Ensured positive customer experience by resolving issues and providing personalized serice.
- Supported market development team in expanding franchising opportunities by acting as liaison
between company and possible franchise operators.
- Demonstrated accountability for clients' issues by taking full ownership of resolution process.

• Improved team communication by organising regular team meetings and discussions.