Customer Service Airport Operations

NEIL MISQUITTA

****.*****@*****.*** +91-961******* neil-misquitta-b45336173

SUMMARY

As an experienced professional in the field, my objective is to leverage my skills and knowledge to add value to my reputable organization and contribute towards its growth. With six years of experience in the industry, I am well-equipped to leverage my expertise, to deliver results and meet organizational goals. I am committed to improving my skills and knowledge to stay updated with industry trends and advancements. My goal is to work collaboratively with a team of professionals to optimize organizational processes and enhance productivity. EDUCATION

Clara's College of Commerce - Mar. 2013 - June 2016 Bachelors of Commerce Finance & Accounting 2016

EMPLOYMENT

Jet Airways - Apr. 2017 - June 2019

Customer Service Executive of Airport Operations, Mumbai, India

To assist guests with check-in, boarding and other services offered by the company.

Maintaining good liaison with different departments for smooth flow of work.

Updating and monitoring a computerized flight information system. (Sabre Sonic)

Protect company's overall interest and advance all contacts with DGCA/AAI/BCAS and all bodies influential to the company's conduct of business.

Dealt with complex complaints and angry customers professionally and politely, resolving issues with favorable solutions.

Managed all complex complaints, issues and problems to maintain customer satisfaction.

Handled customer billing errors, researching issues in system and working to resolve problems and inconsistencies.

Closely monitored and oversaw customer service processes, detecting improvements required to enhance customer satisfaction.

Going the extra mile to provide services to guest which in turn creates loyalty and goodwill for the company.

Being creative and implementing a time saving way to carry out day to day activities at the airport.

Delivered excellent customer service, keeping polite, friendly and professional manner at all times.

Kept integrity of flight schedules, confirming scheduled flights had appropriate crew and rosters compliant with operational requirements.

Updated and maintained all required records on Airport Operations Daily Log to assist in providing professional services. Marsh McLennan Global Services India Private Limited - Sept. 2019 – Current Sr. Specialist of Claims Operations, Mumbai, India

Part of pilot batch for US Licensing and Claims team.

Smooth transitioning of claims (complex) process by liaising with the stakeholders

Proficient in building client relationship. Regular interaction with the stakeholders for any process improvement/initiative undertaken.

Mentoring/Training new hire to help them achieve competency.

Checking/Auditing cases processed by teammate to ensure accuracy.

Helped team manager in absence of PL to cross train entire team on various transactions.

Invested in team members to meet process KPI by training and mentoring.

Analyze trends in quality and query; identifying gaps in process/knowledge and take mitigating actions accordingly and implementing measures to maximize client satisfaction.

Created SOP and process maps for multiple transactions.

Ideas to help process minimize time for Licensing & Claim reporting.

Managing TAT and meeting SLA’s, Allocation of cases based on capacity.

Achieved 100% “Right First Time” and timely delivery on processing.

Responsible for accurate and timely daily reports.

Increase process efficiency by making sure associates get the knowledge and education to choose correct situations descriptors and regulatory.

Review ageing reports to ensure all accounts are being worked to resolution.

Developed & implemented process improvement initiatives to increase efficiency and reduce waste.

Conducted regular reviews and analysis of processes to identify opportunities for optimization.

Monitored performance metrics and KPIs to track process effectiveness and initiate optimization.

Worked closely with senior management to align process improvement initiative with organizational goals.

Mentored and trained team members on process management techniques. SKILLS

Team lead

Ability to build good relationship with Onshore & Client Team

Effective communications, organizational & interpersonal skills

Process Management

Time Management

Decision making

Committed Collaborator

Analytical skills

Strategic thinking

Problem Solving Skill

Leadership skills

CERTIFICATION

Benchmark - Lean Six Sigma - Green Belt

REWARDS & RECOGNITIONS

Awarded best-groomed staff of the month by Jet Airways.

Awarded Star of the month for Outstanding performance by MMGS.

Awarded Spotlight of the month for highest productivity by MMGS.

Awarded Catalyst of the month for handling a project by MMGS. LANGUAGE

English

Hindi

Marathi

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