Customer Service Management

HEZAL K. PANSANIA

Express Entry Profile Number: E000877420

Email: *****.*****@*****.*** Contact: -808-***-****/ Skype: hezal89

Currently in Mumbai, India; willing to relocate at the earliest Proficient in English and Elementary in French To obtain a management position with a dynamic corporation where energy and skills can be utilized to develop, motivate, lead and encourage employee productivity; achieve maximum customer satisfaction KEY EXPERTISE: People Management Reservation Management Customer Services Security Assistance Document Evaluation Administration Training & Development Escalation Management Petty Cash Management CAREER SNAPSHOT

Resourceful management professional with over 6 years of experience in managing and enhancing airline operations through process improvement and excellent customer services

Advocating the importance of operational efficiency across the organization as a means of advancing business growth in key areas such as customer base, passenger boarding’s, computer reservation system and security management

History of success in de-escalating customer issues, enhancing customer experiences and satisfaction, and uniting teams to deliver exceptional service

Effectively communicate with senior airline management and project a positive image in responding to inquiries from airlines, staff and the public

RELEVANT EXPERIENCE

Customer Service Supervisor @ Jet Airways (I) Ltd Group, Mumbai Jul 2012 - Ongoing

Effectively managing check-in of passengers and issuance of boarding pass

Providing assistance to unaccompanied minors

Maintaining information on baggage allowance and excess baggage

Checking of passport, visa and other travel documents

Assisting in immigration clearance and security checks

Uniformity in boarding of passengers towards the flight Admin Manager @ RK International May 2010 - Jun 2012

Greeted visitors, ascertain nature of business and direct visitors to employer or appropriate person

Single point of contact on telephones and by email, responded to general enquiries

Provided support to the team as required, including the communication of all relevant information

Accountable to book national and international travel and accommodation arrangements

Organized meeting dates and venues, liaise with attendees and managed meeting arrangements

Assisted with the circulation of dates, agendas, papers and minutes of meetings

Efficiently processed expense forms and petty cash and monitored in line with relevant policies

Maintained record of online purchases and banking transactions

Supervised and trained office staff in procedures and in use of current software EDUCATION

Bachelor of Commerce, H. R. College of Commerce, Mumbai, India (2010) PROFESSIONAL DEVELOPMENT

Interact Check-In (SABRE) Customer Service Excellence Training, Basic Airport Handling Training, AVSEC

Intern @ M/S Parikh Travels Pvt. Ltd, Mumbai

Travel and Tourism certificate course from H. R. College, Mumbai

Diploma in Travel and Tourism from IITC Academy

Computer Reservation System in Amadeus from IITC Academy

Cleared IATA exams in 2010

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