Customer Service Agent

Desigan Naidoo

** ******* ****, ********, ******, South Africa

Home: +27-74-661-**** Cell: +27-62-441-****

*******@*******.*** Professional Summary Customer-focused professional with over 14 years’ experience in facilitating airline ground operations at international airport, Comfortable with ticket check-in security and baggage claim and familiar with airline regulations and passenger safety. History of success in de-escalating customer issues, enhancing customer experiences and satisfaction and looking to learn more with a prospect that offers growth and opportunity.

Core Qualifications

• Extensive background monitoring and implementing airport practices and procedures

• Customer Service

• Personable and communicative key to dealing with varying personalities and stressful situations

• Flexible with working hours

• Fluent in English

• Team Leadership

Experience

Customer Service Agent – Optima Business Services (Johannesburg) Dec 01 – Dec 03 • Move passengers through check points and terminals quickly and safely

• Assist customers with special needs and quickly address and resolve customer complaints

• Provide accurate gate, flight arrival and departure information, and answered general inquiries.

Airport Service Agent – Nationwide Airlines (Johannesburg) Jan 04 – Dec 04

• Check-in passengers for domestic and international travel using computerized systems, verifying documentation for international and domestic travel

• Announce and provide information on arrival and departure times, boarding procedures, gate changes, and carry-on regulations

• Move passengers through check points and terminals quickly and safely

• Complete pre-boarding check in procedures before passenger’s board aircraft

• Assist customers with special needs and quickly address and resolve customer complaints.

Ramp Agent - Nationwide Airlines (Johannesburg) Jan 05 – Mar 06

• Communicate with flight deck crew and Operations

• Maintain Paperwork and Documentation on weight and load of aircraft

• Monitor Transfer of Passengers, Baggage and Equipment

• Ensure that the airline requirements and procedures are performed in a safe, secure and timely manner

• Coordinating with cargo, fuelling company, baggage make up area, aircraft loading team and catering suppliers for a smooth turnaround

Guest Service Agent – 1Time Airline (Johannesburg) Apr 06 - Nov 06

• Move passengers through check points and terminals quickly and safely

• Complete pre-boarding check in procedures before passengers and flight crew board aircraft

• Assign transportation of special needs passengers including the disabled parents with infant’s senior citizens

• Manage log of unclaimed baggage

• Coordinate timely delivery of baggage with ground handlers

• Responsible for monitoring arrivals/departures and making public announcements in that regard

Lost Property Agent – 1Time Airline (Johannesburg) Dec 06 – Sep 08

• Monitoring and ensuring the timely delivery of baggage.

• Informing and advising passenger’s, arranging announcements for passenger’s of flights

• Registering damage or loss reports

Supervisor Lost Property – 1Time Airline (Johannesburg) Sep 08 – Jun 10

• Address and resolve escalated customer concerns, and assist agents in resolving complex issues

• Respond to passenger concerns in person, email or telephonically

• Communicate changes in company procedures, and mentor staff to improve performance and efficiency.

Ramp Agent – 1Time Airline (Johannesburg) Jul 10 – Feb 12

• Communicate with flight deck crew and flight operations center.

• Maintain Paperwork and Documentation on weight and load of aircraft

• Monitor Transfer of Passengers, Baggage and Equipment

• Coordinating with cargo, fuelling company, baggage make up area, aircraft loading team and catering suppliers for a smooth turnaround

• Prepare, maintain and update appropriate paper work for arrival and departure of flights

• Ensure that the airline requirements and procedures were performed in a safe, secure and timely manner

Baggage Operations Supervisor – 1Time Airline (Johannesburg) Mar 12 - Dec 12

• Monitor all baggage activities for 1Time Airline

Passenger Handling Agent – Swissport Passenger Handling (Johannesburg) Dec 12 – Mar 14

• Inspect and verifying passenger’s documentation

• Issue boarding passes and reschedule passengers affected by flight interruptions or cancellations

• Manage passenger baggage processing including handling and fee calculation if applicable

• Assist passenger’s as needed through arrival and check in processes, including support for passenger’s with special needs, such as unaccompanied minors, VIP passenger’s and passengers needing wheelchair assistance

• Direct passenger’s through Customs, Immigration as requested

• Make public address announcements as required

• Assist Ramp Service Agent to ensure that wheelchairs, strollers and gate checked bags (cleared through security) are made available for loading upon departure and delivery to passenger’s upon arrival

• Directing arrival/departing passengers to respective areas such as arrival hall, transfer area, departure gate and lounge

Delta Airlines, Lufthansa, Swiss Air, Air Madagascar, Fast jet & Cem Air

Guest Baggage Service Agent – Bidair Services (Johannesburg) Apr 14 – Mar 16

• Log and store baggage left over from flights onto the Worldtracer

• Assist guest with baggage pickup and resolve issues with delayed, damaged or lost items

Emirates, Qatar Airways, Etihad Airways, Saudi Arabian Airlines, KLM, Air France, Ethiopian Airlines, Kenya Airways, Air Seychelles, Air Namibia, Air Zimbabwe, RwandAir, Singapore Airlines & Inter Air

Flight Control Supervisor – Qatar Airways (Qatar, Doha) Feb 17 – Dec 17

• Ensuring systematic monitoring of inbound/outbound flights, passenger operations, apron activities & sending of movement messages of all flight at Hamad International Airport.

• Coordinating the general functioning and requests within Qatar Airways and liaising with external entities to help facilitate these requests.

• Coordinating the resource requirement and vital information with Qatar Airways Group landside and airside operational departments.

• Assisting Flight Deck Crew with any request and information required on arrival/departure, including parking bay information

• Serving as a focal co-ordination point for airlines & service delivery teams, including the dispatcher for flight handling related information

• Ensuring compliance with Qatar Airways Group safety and security requirements

Education

High School Grade 12 1996 – 2000

National Senior Certificate Durban, South Africa

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