Shazia Cheema

Bilingual Customer Service Consultant @Lufthansa InTouch

CA

Provided world-class support for Lufthansa passengers in German and English, handling flight reservations, ticket re-issuance, rebooking, and travel disruptions.• Assisted customers with the Miles & More frequent flyer program, resolving complex inquiries with a professional and solution-oriented approach.• Consistently achieved 97% call quality and accuracy, while exceeding call handling targets in a high-volume, fast-paced contact centre.• Demonstrated strong upselling techniques by recommending value-added services and travel options.• Managed refund processes and policy-based resolution, ensuring full compliance with company and industry standards.• Recognized for maintaining a positive team spirit, adapting quickly to changing systems and contributing to a high-performing work culture.