Customer Service High School

M A D H U RA GU HA

Mobile: 844-***-****

E-Mail: ***************@*****.***

JOB OBJECT I V E

Aims to pursue challenging assignments in Customer Service / Secretarial jobs/General Administration with an

organization of repute in Travel / Banking / Retail industry/Any Corporate Sector

PROF I LE SU M MARY

• A competent professional with 7years of experience in Customer Service, General Administration, Ticketing &

Reservations and secretarial job.

• Currently working with Reliance Communications Limited, Kolkata, as Secretary to the Regional Head.

• Proficient in handling all aspects of corporate t ravel operations including Reservations & Ticketing

• Adept in providing high value-added services to customers, thereby enhancing their satisfaction levels

• Possesses excellent interpersonal & client relationship management skills

CORE COMPE TE NC I ES

• M IS Reporting & Business Communications.

• Exposure to Corporate business presentations.

• Leave & Attendance management.

• Business Tour management of employees.

• Business reporting facilitation

• Office co-coordinator for business heads.

• Handling operational tasks such as domestic & international reservations and post &pre-f light checks

• Organizing the arrival & departure of various f lights and handling the misrouted baggage cases

• Receiving & resolving ticket requests issues from customers

• Tracking customer complaints to understand their requisites and providing them innovative solutions

• Managing customer centric operations & ensuring customer satisfaction by achieving delivery and service

quality norms

O RGAN ISAT IO NAL EXPER I E NCE

Since Feb’14 Reliance Communications Limited, Kolkata, as Secreta ry to the Regional Head.

F eb’08-Feb’14 I ndigo, Kolkata as Customer Service Executive

Nov’07-Jan’08 Singapore Airlines (Global Ai rport &G round Services Pvt. Ltd.), Kolkata as

C ustomer Service Agent

J un’07-Nov’07 Ai r I ndia, Kolkata as T rainee Ground Staff

PRESENT JOB DESCR I P T IO N I N RE L IANCE:

• Schedule Management of Regional Head

• M IS Reporting in MS Excel & MS Access.

• Tour management for Business heads.

• Facilitating Business Presentations.

• Coordinating Business Meetings & Office Administration.

• Leave & Attendance Management of All Business heads.

• Facilitating approval of tour expenses for all Business heads.

• File management & documentation.

• Mail management of Regional Head.

• Inter departmental Coordination for various businesses& marketing Data collection.

PRE V IO US JOB DESCR I P T IO N I N I N D I GO:

AD M I N

• Providing t raining for new staffs

• Scheduling meeting and preparing agendas for them

• Organizing t ravel and accommodation arrangements

• Creating presentations and writing up reports

• Member management including email reminders. Member rostering and records of leave.

• Perform filing, data management. Drafting and editing short office memos

RESERVAT IO NS

• Involved in booking tickets for both Domestic and International

• Performing supervisor’s inspection

G ROO M I NG

• Grooming Co-ordinator

• Worked as:

o SME (Ticketing)

o Reservation & Ticketing Supervisor (Amadeus,Krisscome,Naviraire)

o Check In-Supervisor

o Baggage Makeup Supervisor

o Ar rivals (Lead)

ROLE I N SINGAPORE AIR L I N ES:

• Visa check of different countries at check in counters

• Handling VIP’S

ROLE I N A IR I N D IA ( H andling agency of Thai Airways and Biman Bangladesh):

• Reservations / Ticketing/ Check in

Awards and Appreciation :

• Employee of the year 2010//Fastest check in staff

• Appreciation mail received from passengers.

• Organized DCS Training for new joinee at Kolkata Airport

CERT I F ICAT IO NS

• Certified in:

o NCC Level A

o Dangerous Goods Handling from DGCA, Delhi

o Departure Control System(DCS),Delhi

o Grooming certificate

o Trekking in Nilgiris in 1999

o Computer Basic Training(MS OFFICE,POWERPOINT PRESENTATIONS)

E D UCAT IO N

2006 B.Sc. (Botany Hons.) from Jogamaya Devi College, Kolkata affiliated to C.U.

2003 12th (Bio Science) from Binodini Girls High School affiliated to WBBSE with 66.10%

2001 10th f rom Binodini Girls High School, Kolkata affiliated to WBBSE with 69%

OT H ER COURSE

2006 Diploma in Airlines & Hospitality Management from Pailan Aviation Institute, Kolkata with A+ Grade

PERSONAL D ETA I LS

Date of Birth: 29th April 1984

Address: 3H, Jheel Road, Dhakuria, Kolkata – 700031

Languages Known: Hindi, English & Bengali

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