Customer Service Manager
Resume:
Resume
Tarkeswar Kumar
A-*/**, D.L.F Dilshad Extn-2, Sahibabad Ghaziabad
Cell: +918*********/+917*********, E-mail:- **********.*****@*****.***
Professional Summary
Organized and efficient focused on putting passengers at ease and creating a positive travel experience. Exceptional problem solving and conflict resolution skills.
Personable for offering more than 10 years experience in the travel industry. Superb work ethic and desire to succeed.
Bilingual Customer Service Agent skilled at communicating with people from all backgrounds while providing exceptional customer service. Natural leader with a passion for team building and promoting positive company morale.
High-energy Customer Service Agent skilled in resolving conflicts through proactive communication. Listens actively to questions and resolves issues and disputes tactfully and effectively.
Work History
Sutherland Global Services:-
From – APR’’13 to 2nd FEB"17.
Team Manager:-
LEAD 100 Certified.
Sucessfully completed LEAD 100 training.
Managing a team 25 staffs that used to handle Rescheduling of flight, Preflight, Queues, Limo service, STPC service of AIR INDIA.
Responsibility
To manage and leading a team who works in 24 hours environment in different shift.
Preparing weekly roster for the team.
Calculating daily shrinkage, schedule adherence, schedule duration adherence of the team.
Daily pre and post shift briefing of the team.
Making each and every team member to know their strengths and weakness.
Dealing with different department of Air India such as Domestic inventory, Revenue Management, Regional coordination cell, IOCC, different airport, transfer desk for completing the assign task for Air India.
To solve the query of team members which help them for completing assign work.
Team Members Responsibility---
Addressed passengers' concerns about delayed and canceled flights and resolved the issue through Air India CRS SITA.
Doing pre flight for the flight in different stage such as D-21, D-14, D-7, D-5, D-4 days.
Handling different queues.
Providing Limo service to first and business class passenger who are travelling to and from USA, UK, and EUORPE.
Providing STPC service to passengers who are travelling from Australia to UK and EUORPE via Delhi.
Maintained a friendly, positive attitude, to assist passenger with their query.
Interglobe Technology:-
From- January’’10 to till January"13
Responsibility
Addressed passengers' concerns about delayed and canceled flights and resolved the issue through Air India CRS SITA and ARTICA.
Doing pre flight for the flight in different stage such as D-21, D-14, D-7, D-5, D-4 days.
Handling different queues.
Providing Limo service to first and business class passenger who are travelling to and from USA, UK, and EUORPE.
Omina BPO Services:-
From- September ’’05 to December ’’09
Responsibility
Started working for Indian Airlines { Air India Domestic} customer service.
Assisting passenger query regarding their booking, flight status, different marketing scheme.
Doing Tele checking for the passenger for are FFP member{frequent flyer program} and for the business class passenger.
Issuing manual tickets for Indian Airlines holidays packages and maintaining sales report for Holiday Packages.
Providing system training of Indian Airlines for the new hire batch in the CRS IBM.
Educational Qualification:-
Bachelor of Engineering: - Engineering in Mechanical department from CV Raman College of engineering Bhubaneswar Odisha under Utkal University in the year 2005.
Higher Secondary: - Talcher college talcher Odisha in the year 2000.
Secondary: - KV FCI Talcher Odisha in the year 1998.
Other Activities:-
Patrol Leader in scouts in school.
Played Volley ball till Zonal level in school.
Active member in college for all kind activities.
Represents college in IIT Kharagpur fest in the year 2003 and 2004.
Personal Information:-
Father Name : - Shri Baijnath Prasad Gupta.
Date of birth : - 18 January 1983.
Nationality : - Indian.
Marital status : - Married.
Sex : - Male.
TARKESWAR KUMAR
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