Customer Service Representative
Resume:
Siwam Naidu
Surrey, BCV*T *Z* 778-***-**** ***********@*******.***
Executive Aviation
Richmond, British Columbia V7B 0A4
RE: Customer Service Agent
Dear Hiring Manager,
Please accept this letter expressing my interest in the Customer Service Representative position. I am a highly motivated and progress-focused customer service representative with some years in the Airline Industry as a Ramp Agent and recently completing my FAPP Diploma. With a track record of initiative and dependability, I have devised strategic initiatives that will prove valuable to Executive Aviation.
I have perfected my customer service and time management abilities throughout my career. I am a capable and consistent problem-solver skilled at prioritizing and managing tasks proficiently. My capable of following the rules of the Airline, and doing the right things as a team. As a Diploma holder, I have learned about the safety of Passengers and the Airline, I took six courses related to the Airline which is shown in my resume.
In my previous role, I contributed critical thinking, problem-solving, and quality assurance to team efforts and business improvements. I am progressive-minded and in tune with new developments in my field. I have proven to be effective and collaborative, with strong teamwork talents and professionalism. I enjoy collective brainstorming sessions, which allow me to coordinate activities to achieve a common goal.
Please take a moment to review my attached resume and credentials. I would greatly appreciate the opportunity to speak with you regarding my candidacy.
Thank you for your consideration.
Sincerely,
Siwam Naidu
***********@*******.***
Surrey, Canada V3T-2Z4
EDUCATION
High School Diploma
Eton College, Vancouver, BC
July 2024
FAPP Diploma
Diploma, GEO 100, SEC 100, AVI 100, PRO 100, CUS 100, SAF 100
Certificate, First Aid CPR/AED Training
Singh Alive First Aid CPR/AED Training Centre, Vancouver, BC
May 2024
Food Safe Certificate, Food Safe Handling
Probe International, Vancouver, BC
January 2023
LANGUAGES
English
Native or Bilingual
Fijian
Native or Bilingual
Gujarati
Professional Working
Hindi
Professional Working
Punjabi
Professional Working
Tamil
Professional Working
SIWAM NAIDU
PROFESSIONAL SUMMARY
Courteous Customer Service Agent with more than 10 years of experience. Knowledge of airline operations and effective customer service strategies at Eton College. Successfully handling baggage, checking in passengers, and conducting security screenings. Collaborative and friendly known to go the extra mile to deliver customer satisfaction. Knowledgeable airport services professional with 3 + years of progressive experience in the Airline Industry. Positive, upbeat, and friendly team player. Experienced Customer Service Supervisor was adept at training, scheduling, and leading team members to provide exceptional support. Experience in airline and hospitality customer service. Assists passengers by interpreting flight schedules and relaying weather reports. Adept at working in stressful situations with little to no supervision.
SKILLS
Problem-Solving
Team Leadership
Customer Service
Decision-Making
MS Office, Word, Excel, PowerPoint,
Health and safety compliance
Cultural Awareness
Customer Relationship Management
Organizational Management
Conflict Mediation
Incidents management
Passenger Assistance
Baggage handling
Emergency Procedures
Check-in procedures
Public Announcements
Travel documentation
Airline Policies
Ticketing knowledge
Reservation Systems
Cross-cultural sensitivity
Boarding gate procedures
Ground Operations
Airport Security
Security Screenings
Reservation Processing
Boarding Assistance
FAA Regulations
Active Listening
Creative Thinking
Critical Thinking
Lost Baggage Tracing
Team Collaboration
Baggage Handling Procedures
Phone and Email Etiquette
Transportation information
Documentation
Hotel accommodations
Time Management
Multitasking Abilities
Effective Communication
Professionalism
Analytical Thinking
WORK HISTORY
February 2017 - March 2024
Shivams Authentic Spice Restaurant - Operations Manager/Customer Service Representative, Surrey, B.C
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
Participated in training programs to enhance product knowledge and customer service
Managed approximately 80 incoming calls and outgoing calls
Spearheaded process improvements, resulting in increased productivity and reduced operational costs
Supervised operations staff and kept employees compliant with company policies and procedures
Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines
Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly
Reduced turnaround time for project completion through effective resource allocation and team management
Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Directed initiatives to improve work environment, company culture or overall business strategy.
Interacted well with customers to build connections and nurture relationships.
Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
January 2013 - August 2016
Swissport Canada - RAMP LEAD, Richmond, BC
Managed aircraft pushback operations, ensuring safe execution while maintaining schedule integrity
Increased on-time performance through proactive identification and resolution of potential issues before departure
Liaised with other departments such as customs agents or security officials when necessary to maintain proper documentation requirements
Enhanced ramp safety by consistently enforcing proper procedures and guidelines
Streamlined aircraft turnaround times through efficient coordination of ground support equipment and personnel
Assisted in resolving customer complaints regarding lost or damaged luggage, leading to higher satisfaction rates among passengers
Minimized operational errors with thorough pre-flight inspections of aircraft exterior and ground support equipment.
Manage 50 to 60 calls, emails per day from Customers.
Completed cargo manifests and flight paperwork for proper luggage and flight tracking.
Expedited baggage handling processes, reducing passenger wait times and increasing customer satisfaction.
CERTIFICATIONS
Food Safe Certificate, Probe Int'l - 2023
First Aid Certificate, Singh's Training Centre - 2024
Eton College, Diploma Certificate
Surrey Food Bank - Appreciation Certificate
BC Children Hospital - Appreciation Certificate
AFFILIATIONS
Surrey Food Bank
BC Children Hospital
Fiji Day Festival-Chairman
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