Umesh Timsina

KEY PROJECT 1

UEFA PROJECT

UEFA Ticketing Customer Service Centre

UEFA Tournaments (including Euro 2024 and Club Finals)

• Addressing inquiries from fans about ticket options, pricing, seating arrangements, and match schedules.
• Guiding customers through online ticket purchasing, resolving payment and account-related issues.
• Managing issues concerning ticket delivery and booking errors to guarantee customer satisfaction.
• Supplying details on match venues, entry requirements, and stadium regulations for ticket holders.
• Assisting in creating accounts and resolving password or profile-related concerns for UEFA tickets.
• Adhering to UEFA guidelines on data protection and fair ticket distribution throughout all interactions.

KEY PROJECT 2

WIZZ AIR PROJECT

Official Claims

• Process and evaluate EU261/2004 compensation claims, ensuring compliance with legal requirements.
• Review supporting documentation and collaborated with internal departments to validate claims.
• Consistently achieve high accuracy and efficiency in processing claims, meeting SLA targets.
• Stay update on current aviation and regulations and ensure all compensation processes adhere to legal requirements.

KEY PROJECT 1

FIFA PROJECT

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

• Offering details on match venues, stadium policies, entry requirements, and other logistical information relevant to ticket holders.
• Responding to queries from fans about ticket availability, prices, seating arrangements, and match schedules via phone and email.
• Assisting customers with online ticket purchasing process, including helping with payment issues, account management, and providing guidance on how to complete transactions.
• Addressing problems related to ticket delivery, incorrect bookings, or technical glitches and offering solutions to ensure customer satisfaction.
• Helping customers with account creation, password resets, or issues related to their ticketing profiles.
• Ensuring all customer interactions follow FIFA guidelines and procedures, including data protection policies and fair ticket distribution rules.
• Keeping records of customer interactions and feedback, and reporting any recurring issues or concerns to higher management for process improvements.
• Addressing post-event queries, feedback on experience, or further ticket-related issues.

KEY PROJECT 2

WIZZ AIR PROJECT
CUSTOMER SERVICE REPRESENTATIVE

- Assisted customers with booking, rescheduling, cancellations of flights and baggage inquiries
- Addressed passenger queries, complaints, and special requests effectively.
- Handled high-volume customer interactions via phone, email and chat platforms.
- Maintained compliance with company and aviation regulations.
- Handled high-pressure situations with professionalism and poise.
- Worked collaboratively with team members to improve operational efficiency.

- 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 market research.
- 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.