Customer Service Assistant

Kajal Porwal Verdia Resume - Page * of *

KAJAL VERDIA

Flat 22142, Prestige Ferns Residency, Haralur Main Road, Bengaluru, Karnataka, INDIA Mob: +91-916*******

Email: *****.******@**********.***

A highly motivated and result oriented professional open to challenges; Proficient in performing under demanding and diverse professional environment. Looking forward to a challenging assignment in a growth- oriented organization...

Area of Professional Competence

• Having enriched exposure in service driven hospitality sector, I am today at a stage where I can successfully put to use knowledge and skills acquired.

• Demonstrated ability in leading and mentoring individuals to maximize levels of productivity, while establishing a cohesive team environment.

• Wide exposure at implementing projects successfully within time and cost constraints as per scheduled deadlines.

• A consistent performer with a proven track record of cost savings & streamlining workflow.

• An individual Capable to work well under pressure.

• Sharing knowledge & experience readily, with an ability to provide solution. Planned & systematic approach to work.

• Pro-active in providing highest standards of service to external & internal customers. Professional Experience

JET AIRWAYS (I) LTD

LOCATION OF EMPLOYMENT: INDIA

(September 1999 – December 2010)

Customer Service Assistant (September1999 – November 2003) Location – Udaipur Airport Customer Service Assistant (December 2003 – March 2004) Location – Mumbai Airport Senior Customer Service Assistant (April 2004-March 2005) Location – Mumbai Airport Responsibilities:

Assisting passengers with their queries

Ensuring safe boarding and de-boarding of passengers from aircrafts

Load and Trim Sheet Functions (weight and balance), (Hold Directorate General of Civil Aviation of India approved load and trim sheet license for Boeing 737-400/700/800/900 B 777 – 300, A-330, and ATR 72-500)

Supervising proper loading and offloading of passenger baggage, courier, cargo and mail.

Liaison with different Government bodies like AAI, ATC IOC, MET for the smooth operation of flights.

Meet and assist very and commercial important passengers

All allocations at the Airport including Check-ins, manifestation, Boarding Control, Baggage make up, Ramp Handling, Arrivals, Mishandled Baggage, Pre and Post Flight reports, Administrative reports of passenger movements.

Handling Day to day operations under different stressful situations viz Delayed, Cancelled and Diverted flights. Kajal Porwal Verdia Resume - Page 2 of 3

Supervisor (April2005 –September 2005) Location – Mumbai Airport Responsibilities:

Responsible for supervising and monitoring the performance of customer care executives

Perform responsibilities of handling escalated customer service inquiries and calls

Identify potential issues and recommend enhancements to the current procedure and implement best practices

Responsible for updating the Sabre database for various activities like acceptance of non-confirmed passengers, offloading of non-reporting passengers, counter closure, boarding control finalization

Handling Denied Boarding, Late reporting passengers, Gate no show and Misconnected passengers and make alternative arrangements for them.

Maintaining on time performance in coordination with different external and internal departments and at the same time meeting maximum Customer Satisfaction.

Make alternative arrangements for the delayed and cancelled flight passengers. Customer Service Officer / Load Controller (October 2005-March 2007) Location – Mumbai Airport Responsibilities:

Responsible for supervising and monitoring a team of around 7-8 Load and Trim staff in a shift involving around 45 flight departures.

Responsible for updating the aircraft type and registration on the Sabre database as provided by the flight operations team.

Coordinating with Cargo Dept for Cargo loads, Flight operations for the EZFW and Fuel uplift for a flight, Counters for flight closure and acceptance of non-confirmed passengers on a flight, Boarding gate for Gate no show passengers (Send revised Load sheet if required), and Ramp for change of loading or any offloading of cargo or baggage.

Performing the flight combinations or aircraft downgrading/upgrading functions on system, re-accommodating passengers on the same seats as far as possible.

Ensuring that Load and Trim sheet staff comply with the DGCA regulation of making manual load sheets.

Ensuring that the Load sheets / aircraft are within the specified limits at all stages. Executive Airport Services (April 2008 –December 2010) Location – S M Centre (Corporate Office Jet Airways) Responsibilities:

Formulating policies and procedures for Airports.

Responsible for preparation and monitoring of Airport Services budget for the entire network and monitoring the same.

Coordinate with Network planning Department, Flight Operation Departments and Ground Handling Agents for Charter Operations.

Preparing Ground Handling Agreements as per the IATA guidelines for Domestic and International locations.

Ensuring renewal of the Ground Handling Agreements before the expiry of the existing one also evaluating other ground handling agencies so as to get a better rate and thus saving company cost.

Preparing Service level Agreements based on the Ground Handling Agreements for different agencies and monitoring the same so that the mutually agreed services are rendered and standards are met.

Preparing Inter Airline Through Check in agreements with different carriers enabling issuance of Boarding Card and Baggage tag at the originating station adding to passenger convenience. Kajal Porwal Verdia Resume - Page 3 of 3

Projects:

Successful implementation of the Centralized reporting system for the network through which all stations could update their reports on the server and hence making it simpler for everybody to monitor the station performance.

Successful implementation of the Automated Post Flight Processing System for the entire network hence saving around 50 lacs per annum.

Successful implementation of the EU data extraction system for the Load sheet of the aircrafts flying to and from Europe and thus saving 45 lacs (Quoted by the outside vendor for the project)

Successful implementation of the Centralized Load Control Unit that enabled performing Load and Trim functions at a central base for the entire network., Trainings Attended / Certifications

Basic Airport Handling

Customer Service Excellence

Telephone Etiquette Course

Sabre Steady State (Automated Load and Trim)

Sabre ACSI (Automated Check-in)

Dangerous goods regulation (Approved by DGCA)

Load and Trim sheet training (Weight and Balance Training Approved by DGCA)

Airside safety

Aviation Security Awareness

Sabre ACSI Database (From Sabre Airline Solutions) Awards and Recognition

Received Merit award for performance in the year 2002-2003 and 2006-2007.

Received Certificates in recognition of 5 years and 10years of meritorious service from the Chairman. Academic Qualification

Bachelor Degree: Commerce with Computer Applications

Master’s Degree: Business Management and Administration Personal Particulars

Date of Birth: 02nd August 1978

Sex: Female

Marital Status: Married

Languages Known: English, Hindi

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