M: + 91 98106 80382
Senior Customer Service Professional with 11 Yrs Exp in India in Airlines & Hospitality sectors
Key Areas: Customer Service, General Administration, Relationship Management, Training/Development, Operational
Excellence, People Management, Innovative Approach
Customer service/General administration professional with extensive experience in airlines and hospitality
Diverse experience spanning general admin, customer service, safety, security, training, relationship management,
Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in
Have introduced many new concepts to improve processes and bring customer satisfaction
Well versed with various aspects of flight operations, ground handling and managing staff
Good understanding of various audits such as safety audits for station security
Actively involved with team members for better customer satisfaction
Adherence to strict time line for preparation and submissionof various management & statutory report
Managed Business Restructuring activities and Due Diligence field work
Direct, support, guide team members, monitor performance to ensure efficient resolution of customer complaints
Out of the box approach towards major issues and proactive approach
Received many appreciations from clients and customers
Highly astute, energetic and diligent professional with insightful experience in aviation sector
Keen communicator with ability to relate to people across all hierarchical levels, liaising with customers & forging
strong relationships with team
Ability to support and sustain a positive work environment that fosters team performance
As a leader of customer care department, has taken key role in improving customer experience through the following
tactics: mentoring, directing, supervising overall functions and staff of customer service operation, handling top-notch
professional support services, providing personal interaction, and resolving varied client inquires and complex issues.
Oversaw daily activities and supervised a team of Customer Service Representatives who provided technical support
to company’s customers.
Trained and supervised customer service professionals to ensure optimum satisfaction of clients.
Managed a team of Client Services Associates that focused on meeting Customer Service efficiency and quality
An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex
issues and win customer loyalty.
Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and
diplomacy to find common ground and achieve win-win outcomes.
Responsible for handling customer feedback, complain and compliments.
Ensure to keep station in platinum category by receiving and accomplish the targets for compliments.
Supervise & handle flight operations during delay/cancellation and assist VIP/CIP passengers & assist against
Supervise crew movements/booking onward flights, voyage reports.
Coordinate Passenger Services including Check-in, Boarding, Ramp and preparation of Load & Trim Sheet.
Coordinate between all departments and service providers involved in the aircraft handling to ensure a timely
departure of the flight.
Effectively handle tense situations likeflight cancellations, prolonged delays, heavy overbooking, etc.
Incorporated concept development for the lounge, menu development, and service flow, following standard operating
procedures, staff training and trials.
Upholding the Singapore Airlines commitment to hospitality and keeping in mind the continuous improvement
framework, I provide on-the-job coaching and guidance to the lounge team members
I manage ongoing supplier relationships for products such as food, beverages, magazines etc.
I constantly seek customer feedback and opportunities to improve lounge standards and to ensure the premium
passengers are provided with the highest quality of service
I conduct independent quality audits and generate monthly lounge performance reports to be forwarded to Head
Safety & Security
As a Station Safety Champion ensuring the station safety standards are maintained in all areas
I ensure the highest standards of safety and security and identify/implement corrective actions to achieve
increasingly high standards for the stations
Send safety and security reports every fortnight to head office Singapore
Conduct Station Security audit checks monthly
Ensure that office and airline stationeries are sufficiently stocked and replenished regularly
Act as Local IT coordinator for the station
Prepare bi-monthly roster for the staff
Ensure that staff is aptly trained on all airline procedures including emergency responses
Conduct bi-monthly trainings/refresher course about the procedures/policies of Airline and operations for staff
Managed and supervised the design and development of all training courses for the ground control operations and
customer service department.
Made travel arrangements including booking hotels and arranging for transportation.
Worked to improve overall office productivity.
Team & Relationship Management
Liaise with various allied departments of Airports such as Customs, Immigration, Security, ATC, etc.
Act as a frontline interface between the customers, distribution agents & sales & service teams to troubleshoot
unresolved grievances & queries of individual and corporate clients.
Direct, support & guide a team of customer service agents & monitor their performance to ensure efficient resolution
of customer complaints through correspondence, visits & internal coordination.
Creating and sustaining a dynamic environment that fosters development opportunities and motivates high
performance amongst team members.
Singapore Airlines, New Delhi Senior Customer Services Agent/Duty Officer May16’- Present
Singapore Airlines was founded in 1972 and evolved from a regional airline to one of the most respected travel brands around
the world. It ranked 27th on Fortune World’s Most Admired Companies rankings in 2010.It is a global company dedicated to
providing air transportation services of the highest quality & to maximizing returns for the benefit of its shareholders &
employees. SIA fly one of the youngest aircraft fleets in the world to destinations spanning a network spread over six
continents, with its Singapore Girl as the internationally recognizable icon.
Singapore Airlines Customer Services Agent/Duty Officer Jan’13- May’16
Singapore Airlines Jr Customer Services Agent Nov’08 – Jan’ 13
LivewelAviation Services for Singapore Airlines Duty Officer April’ 08 –Oct ’08
LivewelAviation Services for Singapore Airlines CustomerServices Supervisor April’07-March’08
Aroon Aviation Pvt. Ltd for SingaporeAirlines Duty Manager Oct’06-March’07
Aroon Aviation Pvt. Ltd for SingaporeAirlines ` CustomerServices Agent Dec’05 –Oct’06
Hyatt Regency Delhi Guest Services Agent July’05 Nov’05
Reliance Industries Ltd,New Delhi CustomerCareExecutive Sep’03-Sep’04
2008 BCOM, Graduate from Delhi University
2016 PursuingPost Graduate Diploma inBusiness Administration(Customer Relationship)from SymbiosisCentre for
Windows, Lotus notes, MS Office, Power Point, Outlook, Office Access.
Pursuing a IT course Info Edge from NIIT, Noida.
Undergone Training in Enhancing Customer Relations skills – Transforming Customer Services
Trained on Crisis Handling Management
Trained in Delay Handling Skills
Accomplished Singapore Airlines Skills & Services Training along with a familiarization Trip of Changi Airport in
Attended Winning Sales and Win Service Training by Singapore Airlines
Undergone Training in CM-Customer Management in Singapore
Undergone training in Finesse by Singapore Airlines
Undergone training in Enhancing Customer Service and Service Recovery in Singapore.
Received numerous letters of appreciation from passengers for giving them excellent customer service
Recognized in a magazine internal published by SIA all over the network
Languages : English & Hindi
Current Address : J-127, SECTOR -41, NOIDA 201 301 – U.P
Reference : Available on Request