1. GAURAV KAPOOR
M: + 91 98106 80382
E: kapoor.g9@gmail.com
Kapoor_gaurav85@yahoo.com
Senior Customer Service Professional with 11 Yrs Exp in India in Airlines & Hospitality sectors
SUMMARY
Key Areas: Customer Service, General Administration, Relationship Management, Training/Development, Operational
Excellence, People Management, Innovative Approach
SYNOPSIS
 Customer service/General administration professional with extensive experience in airlines and hospitality
 Diverse experience spanning general admin, customer service, safety, security, training, relationship management,
account management
 Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in
performance evaluations
 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
CORE COMPETENCIES
Customer Services
 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
standards.
 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.
Flight Operations
 Supervise & handle flight operations during delay/cancellation and assist VIP/CIP passengers & assist against
overbooked/delayed/cancelled flights.
 Supervise crew movements/booking onward flights, voyage reports.
 Coordinate Passenger Services including Check-in, Boarding, Ramp and preparation of Load & Trim Sheet.

2.  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
Office Singapore
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
General Administration/Training
 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.
PROFESSIONAL EXPERIENCE
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

3. EDUCATIONAL BACKGROUND
 2008 BCOM, Graduate from Delhi University
 2016 PursuingPost Graduate Diploma inBusiness Administration(Customer Relationship)from SymbiosisCentre for
Distance Learning.
IT SKILLSETS
 Windows, Lotus notes, MS Office, Power Point, Outlook, Office Access.
 Pursuing a IT course Info Edge from NIIT, Noida.
TRAININGS ATTENDED
 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
Singapore
 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.
AWARDS/RECOGNITIONS
 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
PERSONAL DETAILS
Languages : English & Hindi
Current Address : J-127, SECTOR -41, NOIDA 201 301 – U.P
Reference : Available on Request