Customer Service Manager

Joe Eapen

Unit #**

**** ******** ***

Edmonton, Alberta

Canada T5Z 0H4

Phone 780-***-****

Cell 780-***-****

E-mail ********@*******.***

Area of Expertise and Skill Sets

. Customer Service- Good customer service ethos, high level of personal

integrity, and recognizes individual performances/ career development

. Airport Operation- Extensive overall knowledge of all areas and the

airline / airport operations

. Cargo Handling

. Catering

. Management- Administration /Budgeting /Planning

. Ticketing- Accepting bookings/ Ticket issuance /MCO

. Team Building- Leadership and work experience in multi culture work

environment

. Languages-

. English READ WRITE SPEAK

. Arabic READ WRITE SPEAK

. Hindi READ WRITE SPEAK

. Malayalam READ WRITE SPEAK

. Tamil SPEAK

. Kannada SPEAK

Summary

. Over 18 years of experience in the field of airline ground operations and

flight/cargo operations inclusive of passenger, baggage, cargo, ramp

handling, ticketing

. Able to handle multiple tasks from conception to completion.

. Ability to ensure that Airport Operations run smoothly, in a cost

effective manner, confirming to safety and security requirements.

. Maintain composure /Ability to work under pressure in fast-paced

environment.

. Ensure that staff and customers are provided with the highest level of

service in accordance with the company standards.

. Confident, skilled and effective organizer.

. Proven ability to analyze, plan, manage and motivate.

. Lead, motivate and create an enjoyable working environment that creates

changes and openness within the team : Creating excellent teamwork, a

sense of commitment, reliability and accountability : Establishing

development and succession plans to enrich the teams performance

. Excellent communication skills, both written and oral.

. An eye for perfection

Education

Load and Trim Sheet

Air India (A-310) (Air India - India)

Indian Airlines (A-320) (Indian Airlines - Kuwait)

Obtained good exposure on ramp procedures, load planning, loading of

containers, pallets, bulk loading, ramp safety procedures, load and trim

sheet

Galileo and Worldspan Reservation Course- 1998

KeyPlan College

London

Gained insight and adequate knowledge in the following areas. Access Plus",

agent assembly areas, ARNK segments, basic and advanced flight

availability, basic and advanced PNR fields, basic and advanced PNR

retrieval, book/cancel/rebook/insert/move segments, calculator functions,

calendar functions, change/cancel seat assignments, change/delete PNR

fields, currency conversion, decode mixed class of service symbol, divide

party, encode/decode airline names, encode/decode cities and airlines,

FLIFO, flight details displays, general reference system (GRS), help

system, info system, open segments, passive segments, queues, reduce party,

seat maps and assignments, signing in and out, time functions, waitlist

segments

Amadeaus Reservation Course

Amadeaus India

Kerala, India

Obtained clear and complete knowledge of Airline Reservations, Fares and

Ticketing.

Diploma in Travel and Tourism

(Approved by Kerala Tourism Development Corporation)

Kerala, India

. Make appropriate travel arrangements and reservations

. Calculate and quote appropriate air fares

. Complete international travel documents in accordance with the applicable

IATA rules and procedures

. Be on the leading edge for 2007 e-ticketing global implementation

. Answer customers' queries, quote rates and supplements, explain

conditions and book tour products

. Acquire the necessary skills and knowledge to ensure outstanding front-

line contact with the customer

. Understand the role of information technology - Global Distribution

Systems and the Internet

Crisis Management

(Conducted by Flight Safety Department-KINGFISHER AIRLINES in association

with Regency Management Services-UK)

Management Development Programme

Understanding Self for Managerial Excellence (Conducted by Indian

Institute of Management, IIM- Lucknow)

Sabre Airport Interactive and Reservation ( Wataniya Airways)

Introduction to Sabre reservations /Airport interactive for check-in etc.

Data Base Management

Dangerous Goods Regulations- (Cat.6)

(Wataniya Airways)

Airport Management Refresher Course

Experience

Records Analyst

Government Of Alberta

FOIP and IM Unit

Alberta Sustainable Resource Development (SRD)

June 2011 - Present

Job responsibilities:

. Re-creation of records for Slave Lake Office

. Dealing with all business clients and getting the reports delivered to

them on time as per needs

. Sorted, classified and uploaded Land records into Enterprise Content

Management System (ECM )

. Sorted, classified and photocopied all Registered Fur Management Area

(RFMA) records for Slave Lake Office

. Sorted, searched and photocopied records for FOIP requests

. Administered and maintained the SharePoint site for Slave Lake Office

. Created user groups and granted access to users in SharePoint site

. Promptly answered all the inquiries regarding recreation of records

project

. Performed system administrator tasks for corporate and ministry records

management application systems (OmniRIM, Records Scheduling System (RSS),

Inactive Records Information System (IRIS)

. Set up new users, created new offices and locations in OmniRIM, RSS and

IRIS

. Deactivated users and updated all three systems every two weeks

. Generated reports on requests and sent out to clients

. Provided one-on-one training for field staff in OmniRIM

. Prepared and inventoried inactive records according to department

standards and records management regulations

. Split records inventories based on administrative and operational value

. Applied appropriate records retention and disposition schedules to

inactive records

. Entered records into IRIS system

. Answered and processed all requests relating to records management

systems

. Gained good knowledge of SRD's records management policy, standards and

best practices

. Assisted FOIP office with record searches and scanning

Customer Service Supervisor- Speedy Auto Service ( Feb 2011-Jun 2011)

Job Responsibilities

. Maintain the quality of customer service standards

. Address all customer service complaints

. Keep a track of repeat customers

. Achieved the target for on time delivery of vehicles

Manager Airport Services - Wataniya Airways (Base Station) (Nov 2008 to

Feb 2011)

Job Responsibilities

. Principle for successful IOSA Audit (accountable) of Wataniya Airways

Ground Operations Department, with NIL Findings

. Launch and integration of 14 new stations, including formation of KWI as

hub

. Recruitment, management and development of outstation airport managers

. Responsible for ensuring on time performance of all airport operations at

hub / outstations

. Responsible for GHA negotiation and SLA follow-up and execution

. Smooth and efficient handling of aircraft, crew, passengers, baggage,

cargo and equipment within specified safety and budgetary guidelines

. Legal and safety compliance including required documentation

. Responsible for creation and execution of Wataniya Airways Ground

Operations Manual

. Architect of Ground Operations annual cost budget

. Design and implement effective procedures to cover all activities before

aircraft arrival, during turn round and after departure and monitor

adherence to same

. Planned management and deployment of manpower resources in line with

forecast requirements, with revisions as per changing operational

requirements

. Manage disruption and liaise with crew and engineering to cover technical

requirement if needed

. Established KPIs for Guest Services Department

. Responsible for Safety and Security of Ground Operations

. Monitor the functioning of stations and manage / guide Airport Managers

. Ensure stations are following procedures and complying with regulatory

requirements

. Prepare consolidated Capital & Manpower expenditure Budget

. Prepare Strategic Plan for Airports and new route launches

. Set and regularly review Guest Service Standards for airports

. Proactive and continuous action plan for improvement

. Prepare and obtain agreement to annual financial budget and annual

operational plan for all business areas in the station, detailing capital

expenditure, annual income, expenditure budgets and operational

requirements (Applicable for outstations Airport Managers)

. Responsible for the management of the station with compliance with:

Government / external applicable authorities' standards;

KW standards

. Maintain and update passenger, ramp and cargo policies and procedures

manuals and assure that it complies with the international airline

industry standards

. Liaison with relevant regulatory authorities, customer airlines and other

operationally relevant external parties

. Ensure that open reporting policy is implemented at the station level

. Assure effective delegation of tasks and responsibilities to the Ramp,

Cargo Services and GHA section heads and their subordinates

. Address the issues of operational resource requirements of the station at

management meetings as per the requirements from relevant regulatory

authorities

. Assure continuous station readiness and effective response to emergency

cases

. Administer operational requirements of equipment and safety procedures

pertaining to cargo handling

. Ensure company's rules and regulations are understood and strictly

adhered to at all times

. Identify, recruit, develop and lead a team of labor at the station to

achieve or exceed planned performance using budgeted resources

. Maintain constructive relationships with carriers to ensure their

handling needs are both understood and met, and that the company's

services are more attractive than alternatives

. Maintain close relations with civil aviation, airport authorities'

officials to facilitate smooth handling and improve company image

. Responsible for exercising due diligence towards Health & Safety of self

& others in the organization as well as environmental protection issues

. Responsible for Safety & Quality of the function / Task performed

Airport Manager-KINGFISHER AIRLINES (Apr-2007- Oct 2008)

Job Responsibilities:

. Achieve optimum customer satisfaction and on-time performance of flights

. Manage the safe and cost effective operation of Kingfisher Airlines.

. Appropriate actions to be taken on guests complaints, crew voyage

reports)

. Attend all relevant meetings at the station.

. Establish and maintain operating procedures at the station as per the

company policy and thereby ensure proper security for passengers, staff,

baggage, cargo and equipment at the station.

. Ensure quality assurance for entire deliverable at the airport and report

any deviation.

. Proactive and continuous action plane for improvement.

. Ensure the adherence to service and safety standards as defined by the

company/ Airline and make recommendations for improvements whenever

deemed necessary.

. Ensure team preparedness for emergency situation handling. Pre-empt and

plan for delayed/disrupted flights

. Develop and maintain relationship with government agencies, airport

authorities, handling agents and other airline representatives.

. Supervise the performance of all contract services rendered by other

companies as agreed and take appropriate actions in case of exception.

. Provide leadership and motivation to the station staff. Assist in the

recruitment of station staff.

. Ensure appropriate training and development of all station staff.

. Preparation of budget for the Airport

. Prepared ERP for the station.

. Achieved 100percent rating on quality standards and procedures at the

station

. Utilization of maximum resources by planning efficient duty allocation.

Duty Manager- Air India (Kuwait Airport, Dec 1998-Mar2007)

Job Responsibilities:

. Manage all day-to-day operational issues, including check-in, operations,

safety and security, disruption handling and service recovery in

accordance with corporate procedures

. Supervise and control flight handling activities such as Flight Editing,

Check-In, Transfer and Boarding etc.

. Excellent communication skills to deal with flight delays, disruptions,

DNB's

. Act as station coordinator in liaison with GHA

. Work closely with GHA and all airport departments to ensure on-time

performance targets are met

. Ensure the progress towards on time flight closure and passenger boarding

. Facilitate ramp handling activities in liaison with GHA, Caterers,

Fuelling,

. Engineering, Cargo to expedite departures.

. Utilization of maximum resources by planning efficient duty allocation.

. Establish and maintain excellent relationships with colleagues from other

airlines

. Manage a team/ground handling supplier/resources to deliver excellent

customer service

. Conduct briefing before flight departures and hold de-briefing session

with all staff to highlight discrepancies and deficient areas, obtain

recommendations for corrective action from all staff and advises Airport

Manager

. Coordinate with Airport Manager on ongoing action plan for service

improvements; adapt all possible methods to achieve/exceed the set up

targets

Reservation and Sales Officer- Lufthansa German Airlines (Kerala, India,

1996 - 1998)

Job Responsibilities:

. Accountable for all Reservations, ticketing and sales for Trivandrum

district

. All promotional activities

. Motivate and develop the team through performance management to meet and

set corporate standards while maximizing every selling opportunity to

exceed revenue target

. Proactively seeking new revenue opportunities and ways to counter

competitor's activity to maximize market share.

. Maintaining the seat factor for the district,

. Maintaining a report on competitor's loads and improving loads ex-

Trivandrum.

. Maintaining accounts and revenue for the station.

. To optimize all activities with guests leading to potential sales

outcomes

. Ensure reservations and ticketing policies and procedures are correctly

implemented

. Deliver customer service to exceed guest expectations.

. Monitor queues, issue PTAs and assist with TODs;

. Ensure ticket stock correctly logged, stocked, stored and all material

properly stocked and displayed;

. Ensure telephone enquiries are answered

. Negotiating and managing commercial agreements with TMC and key corporate

accounts and developing long-term relationships.

. Achieving the set revenue, yield and volume targets by zone.

. Ensuring territory activity is within agreed cost of sale targets.

. Implementing a sales territory marketing plan to agreed activity.

. Provide innovative solutions and recommendations on business issues and

respond with appropriate speed and measures.

. Identify and interact with key stakeholders who can effectively influence

or drive decisions that to market opportunities.

. To represent Lufthansa at trade events and customer promotions

Flight Catering Supervisor- Saj Flight Services (Kerala, India 1993 - 1994)

Job Responsibilities:

. Supervising Pre-setting of flight meals on trays and setting trolley

. Assuring the correct quantity and standards are maintained as per airline

. Co-ordination with concerned air line for the meal uplift, increase meals, cancellations etc

. Cabin services, checking with the flight supervisor for all in-flight

needs, handling of bond store items.

. Ensuring that cabin appearance is maintained after arrival and before

departure as per concerned airline standards

. Obtain clearance slip from in-flight supervisor for meal uplift and cabin

service

. Maintain stock inventory

. Develop and deliver catering and concession facility training

. Supervise a team of employees

. Develop daily, weekly and monthly catering and concession schedules

. Develop Catering Order templates

. Deliver coaching and disciplinary measures if required

. Assist in budget planning and forecasting

. Develop standard operating procedures to meet the changing work

environment

. Purchasing supplies and equipment

. Monitor performance of third party catering and concession product

suppliers

. Assist with product development

. Schedule and maintain records of equipment maintenance within the

facility

. Identify areas where cost efficiencies can be recognized

. Develop and maintain stocking standards for In-Flight

. Participate in the interview process for new personnel

. Coach and administer training when required

. Reconcile invoices with PO's and delivery slips

. Develop and maintain seal security handling procedures

. Maintain customs records for international/bonded supplies

. Attend regular operations meetings

. Keep a record and respond to catering and concession concerns; trend

issues to improve efficiencies

. Actively participated in Safety Management System (SMS) including,

reporting hazards and incidents encountered in daily operations;

understand, comply and promote the Company Safety Policy

. Any other duties as assigned

. Develop and deliver catering and concession facility training

. Supervise a team of employees

. Develop daily, weekly and monthly catering and concession schedules

. Develop Catering Order templates

. Deliver coaching and disciplinary measures if required

. Assist in budget planning and forecasting

. Develop standard operating procedures to meet the changing work

environment

. Purchasing supplies and equipment

. Monitor performance of third party catering and concession product

suppliers

. Assist with product development

. Schedule and maintain records of equipment maintenance within the

facility

. Identify areas where cost efficiencies can be recognized

. Develop and maintain stocking standards for In-Flight

. Participate in the interview process for new personnel

. Coach and administer training when required

. Reconcile invoices with PO's and delivery slips

. Develop and maintain seal security handling procedures

. Maintain customs records for international/bonded supplies

. Attend regular operations meetings

. Keep a record and respond to catering and concession concerns; trend

issues to improve efficiencies

REFERENCE

Available upon request

Contact this candidate