Customer Service Manager
Resume:
Foram Thakkar
*******@*****.***
Foram Thakkar
Professional Summary:
. Highly motivated and result oriented with 7+ years of industry experience
interacting with customers in the Airline, Hotel & Accounting industry
. Highly energized and positive team player, efficient enough to train and
lead the team supporting the norms of the respective industry (Airline and
Hotel Industries)
. Reputation for displaying professionalism with an excellent work ethic
. Passionate to work with people through my proficient customer interaction
skills, proven commitment and work dedication
. Flexible with work schedule and known for thriving under high-pressure
. Highly experienced to work with different personalities under varied
situation
. Proficient in using Microsoft products: Word, Excel, Access, PowerPoint
and Outlook.
. A self starter and a quick learner grasping new ideas and concepts
quickly.
. Proficient customer service skills
. Understand the importance of customer satisfaction
. Provide consultative services to customers in their best benefits
. Ability to process information effectively
. Strong team player
. Exceptional organization abilities
. High attention to detail
. Excellent communication skills
. Positive attitude
Skills:
Airline system SABRE, WORLDSPAN, AMADEUS, GALILEO, AEROCONTRACTORS
AIRKIOSK, EK EMIRATE MARS
Hotel Systems CHOICE Reservation Systems
Microsoft Suite MS - Office Suite (Word/Excel/Power Point, OneNote),
MS - Visio, MS - Project
PROFESSIONAL EXPERIENCE:
Client: Walmart, Houston Jan 2014-
Present
Role: Customer Service Rep
Walmart is a chain of stores that deals in discounted goods available in
stores and warehouses. This is one of the Fortune 500 companies and is one
of the largest employers there is in the private sector.
Responsibilities:
. Greet and check-in passengers
. Manage on floor subordinates and manage their timing
. Greet customers as they arrive
. Take payment in exchange of goods sold
. Bag items sold
. Provide information about items and make buying suggestions
. Operate adding machine and till to ensure balance of payment and
receipts
. Issue receipts and refund
. Manage change and credit cards
. Work with team allocating the appropriate schedules every week
Client: Comfort Inn LaGuardia, NY April 2014-
December 2014
Role: Manager
Walmart is a chain of stores that deals in discounted goods available in
stores and warehouses. This is one of the Fortune 500 companies and is one
of the largest employers there is in the private sector.
Responsibilities:
. Greet and check-in passengers
. Manage on floor subordinates and manage their timing
. Check-in passenger baggage
. Greet customers as they arrive
. Take payment in exchange of goods sold
. Bag items sold
. Provide information about items and make buying suggestions
. Operate adding machine and till to ensure balance of payment and
receipts
. Issue receipts and refund
. Manage change and credit cards
. Manage daily operations of the Hotel including all administration
duties for the management of finances, human resources, stock control,
cash control, gaming, promotions and marketing, and the responsible
service of food and alcohol.
. Organize contractors for catering.
. Plan the accommodation, catering along with other hotel services.
. Promote and market the business.
. Assume authority for the hotel in the absence of the General Manager
and serve as Assistant General Manager for all operations within the
hotel.
. Ensure that every department head is aware of operational goals and
hence is made aware of the necessary tools.
. Manage budgets as well as financial plans.
. Maintain statistical-financial records.
. Recruit and monitor relevant staff for their specific operations.
. Plan work schedules as per requirement.
. Meet as well as greet customers.
. Deal with customer queries and complaints.
. Address customer problems as well as troubleshoot.
. Ensure events and conferences run without interruption.
. Supervise the supplies and furnishings.
. Deal with the contractors and suppliers.
. Run payroll for the team and plan their monthly/weekly schedule
Client: Emirates, NYC, NY April
2012- Mar 2013
Role: Customer Service Rep
Emirate is a fast-growing international airline with one of the youngest
fleets in the sky and more than 400 awards for excellence worldwide.
Responsibilities:
. Greet and check-in passengers
. Manage on floor subordinates and manage their timing
. Check-in passenger baggage
. Assist passengers with misplaced baggage
. Verify passenger departure documentation
. Assist unaccompanied minors (UMs)
. Comply with all security requirements
. Reschedule passengers with flight interruptions
. Assist passengers on arriving international flights
. Documentation for all international departures
. Produce all required, work-related documentation
Client: JC Penny, NYC, NY July
2010- April 2012
Role: Relationship Manager
J. C. Penney Company, Inc. (NYSE: JCP), one of the nation's largest apparel
and home furnishing retailers, is undergoing a resurgence to become
America's preferred retail destination for unmatched style, quality and
value.
Responsibilities:
. Ensure that each customer receives outstanding service by providing a
friendly environment, which includes greeting and acknowledging every
customer, maintaining outstanding standards, solid product knowledge and
all other aspects of customer service.
. Maintain an awareness of all promotions and advertisements.
. Accurately and efficiently ring on registers and accurately maintain all
cash and media at the registers.
. Maintain orderly appearance of register area and supplies stocked.
. Any other tasks as assigned from time to time by any manager.
. Working in a team to work hard and complete a goal in winning customer.
. Track returns and work on monthly logistics
. Train the new trainees and college interns
. Conduct interviews and select the candidates for different training
programs
Client: Delta (NYC, NY) June 2008 - May 2010
Role: Flight Attendant Supervisor
Delta Airlines started as a humble, little aerial crop dusting operation
called Huff Daland Dusters in 1924 has now grown into one of the world's
largest global airlines, helping more than 160 million travelers get to the
places they want to go to each year.
Responsibilities:
. Performing in-flight service while maintaining comfortable, safe and
friendly environments for diverse groups of domestic passenger.
. Interface the flight deck and group support staff to facilitate timely
flight operation.
. Provide passengers the instructions involving the emergency procedures
and on-board safety equipment and practices.
. Conduct safety checks of all safety and emergency equipments
. Mange and handle timings for in-flight activities
Hariworld Travel (NYC, NY) June 2007- May 2008
Role: Travel Agent
For over 40 years Hariworld has been catering to the travel community of
North America, offering more seats on more Airlines to more destinations at
more competitive fares. From a modest beginning in Toronto, Canada, in
1968, Hariworld has become one of the country's most influential and
respected Consolidators. While our growth has been dramatic we have not
sacrificed the personal, dedicated, professional attention to detail that
has been the trademark of Hariworld since our inception.
Responsibilities:
. Handle customer calls for selling the travel plans and close the deal
. Send monthly mail letter to all our client base with updates on different
offers
. Organizing the travel tours for international and domestic passengers.
. Advertise and sell flight tickets for various airlines.
. Experienced and familiar with SABRE system.
. Understanding the global immigration system and visa processes.
. Handle accounting for the company and customers payments
. Train employees on use of Quick Books to support accounting needs
. Generate payrolls for the team members
. Delegate work to other accounting folks and monitor it timely
Client: Air Deccan (Mumbai, India) Nov 2005- June
2007
Role: Flight Attendant
Kingfisher Red, known formerly as Simplifly Deccan and prior to that as Air
Deccan, was a low-cost brand run by Kingfisher Airlines headquartered in
Mumbai, India. Passengers earned frequent flyer miles (called King Miles)
for tickets booked on Kingfisher Red through the King Club loyalty program
run by its parent Kingfisher Airlines.
Responsibilities:
. Performing in-flight service while maintaining comfortable, safe and
friendly environments for diverse groups of domestic passenger.
. Interface the flight deck and group support staff to facilitate timely
flight operation.
. Provide passengers the instructions involving the emergency procedures
and on-board safety equipment and practices.
. Conduct safety checks of all safety and emergency equipments
Client:Titan Watch CO(Mumbai, India) 2009-2010 Dec
Role: Sales Manager
Titan Company is the organization that brought about a paradigm shift in
the Indian watch market when it introduced its futuristic quartz
technology, complemented by international styling. With India's two most
recognized and loved brands Titan and Tanishq to its credit, Titan Company
is the fifth largest integrated own brand watch manufacturer in the world.
Responsibilities:
. Maintain an awareness of all promotions and advertisements.
. Accurately and efficiently ring on registers and accurately maintain
all cash and media at the registers.
. Maintain orderly appearance of register area and supplies stocked.
. Any other tasks as assigned from time to time by any manager.
EDUCATION:
Bachelors in Airport management
Vaughn College of Aeronautics SEP 2010- Current
Queens, NY
. Knowledge of modern business principles and practices as they relate
to governmental.
. Organize, manage and evaluate the operation of a modern airport
facility; plan, direct and evaluate the work of employees; determine
long range needs for expansion and development.
. Establish and maintain effective working relationships with management
personnel, employees, and office staff.
Frankfinn Institute of Air Hostess Training MAY2005-NOV2005
MUMBAI.INDIA
. Basic Cabin Crew training program.
. Excelled in personality development courses.
. Extensively studied aircraft, security, safety information needed to
secure environment for passengers.
MODERN COLLEGE JUNE 2004-NOV 2005
MUMBAI, INDIA
. Higher secondary certificate in commerce.
. Graduated in top 1% of class.
CERTIFICATES:
. DECEMBER 2005 Deccan Aviation Cabin Crew Training.
. NOVEMBER 2005 Frankfinn Institute Of Cabin crew training
. JUNE 2008 Federal Aviation Administration For Cabin Crew Training.
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