Customer Service Manager

Akshita Lezel Dsouza

** ********* *** ***** **** Calgary Alberta T3P 0E3, Canada.

*************@*****.*** Tel. No: 587-***-****

CAREER SUMMARY

Enthusiastic and energetic professional with over 6 years of Customer Service experience. My strengths lie in the Aviation Industry with 5 years of experience working as a Flight attendant with Jet Airways Private Limited. My knowledge has helped me develop my skills to better resolve customer queries and provide quick solutions to problems. It has helped me use my interpersonal skills to enhance guest security, safety and comfort on board.

SKILLS

Confident with strong communication skills, open to new ideas and methodologies

Trustworthy, hard-working, a motivated team player and a quick learner

Languages know: English, Hindi, Marathi and (French Basic)

M.S Office word, excel, power point etc.

Certified in First Aid and CPR

WORK EXPERIENCE

Jet Airways (P) Ltd. March 2014 – January 2019

Inflight Supervisor (Cabin Crew – Inflight)

Managing a team of flight attendants and assigning them their work positions.

Briefing flight attendants about their duties and responsibilities towards on-board guest

Supervising and addressing guest complaints that have been escalated

Evaluating performance of flight attendants and reporting the same

Filing reports and maintaining a record of each flight

Conducting in-flight safety checks before all flights

In-charge of emergency equipment’s on board and passing safety checks to the pilot

Reporting discrepancies if any on board and in-flight to the pilot and maintaining the cabin defect log book.

Coordinating with the Aircraft Maintenance Engineers and the pilot during refueling of the aircraft.

Greeting customers, checking their tickets and assisting guests with small children, pregnant women and those with any disabilities

Managing and Supervising on-board sale of food and beverages

Conducting duty free sales on board and helping the airline generate revenue

Supervising Flight safety instructions and making all on board announcements

Assisting guests with basic medical emergencies, viz first aid, CPR, AED, etc.

Monitoring and securing the cabin at all times

Also assisted the recruitment team with screening resumes and interviewing crew members

Composure Integrated Marketing Services. October 2012 – November 2013

Sr.Client Servicing Executive (Operations)

Responsible for Planning and Execution of events end to end.

Coordinated with different departments such as Administration, F&B, and Accounts etc. Also coordinated between the design team and the clients for approvals on the designs and cost.

Attended client meetings.

Prepared reports based on client briefs

Served as a manager on site during all events; handled incidents and activities as they occurred.

Accountable for every logistical element of event, food and beverages, set-ups, audio visuals, lights, sound, entertainment, etc.

Called potential clients and set up meetings to pitch business to potential clients

Solely responsible for the execution of a four city (Delhi, Bangalore, Dhaka and Mumbai) event for Millward Brown – A Market Research Company. Co-ordinated hotel bookings, room reservation, venue booking, travel arrangements, vendor coordination on site and off site, F&B and manpower coordination.

Worked on the execution of events for brands like The Asian Institute of Management, HSBC Securities, Millward Brown, JM financial, Plastindia Foundation etc.

Human Resource – Employment Background Checks June 2011 – September 2012

Associate – (Operations)

Conducted background investigation of the candidates through their past employers to assess authenticity of the documents submitted by the candidates for overseas employment.

Conducted not only Employment checks but also Education, Health License & Reference checks on behalf of overseas clients.

Conducted Employment and Education checks for Doctors and Nurses in Australia, New Zealand, South Africa, Philippines, India and Health License check for Health Practitioners in United Kingdom.

Trained fellow colleagues on the process and procedures to be followed.

Made outbound cold calls to potential clients.

EDUCATION

The University of Mumbai June 2013

Master’s in Commerce (M. Com) - Management

St. Xavier’s College June 2011

Bachelor’s in Management Studies – Specialization in Marketing and Retail

INTERNSHIP

The Times of India – Mumbai Mirror

Designation – Trainee Events

Worked on Projects like -

‘The Kool Maal Contest’ - May 10’

‘The Literature Fest’ - Nov 10’

Handled back-end operations like customer queries and grievances, registrations, inventories, prizes, etc.

Assisted customers in solving their concerns, kept follow up on all their issues until resolution was achieved.

Dealt with online registration for customers through company website and emails during projects.

Kept inventory control of all prizes/gifts on daily basis to ensure smooth functions of the events

and coordinating the same with IT.

VOLUNTEER EXPERIENCE

Student Committee – St. Xaviers College 2008 – 2011

Malhar – St. Xaviers College fest 2010 - 2011

Youth Council – St. John Bosco Church 2008 – 2015

*References available on request

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