RAKSHITA FELIX

Customer Service Leader

**, ** *****, ********* – 560032, Karnataka, India

: +91-740******* (India)

: addfap@r.postjobfree.com

PROFILE SUMMARY

Highly motivated, customer focused

professional around 3 years of

experience in airline services into

various department including sales,

commercial, Airport check in, Arrival.

Self-motivated and hardworking

professional seeking for an

opportunity to work in a challenging

environment to prove my skills and

utilize my knowledge & intelligence

for the growth of organisation.

KEY SKILLS & EXPERTISE

Communicate in 4 languages

(English, Hindi, Tamil, Telegu)

Customer focused and exceeds

meeting customer needs &

expectations

Experienced to verify original

documents (Visa, Passports,

Tickets and Profile etc.)

Managing staff efficiently

Manage staff scheduling

Promoting health and safety

Highly experienced in Stationary

control

Coordinate to cancel and

diversion of services (flight

services)

Excellent coordination with

flight captain and Operators

Efficient in Microsoft Computer

applications (Word, Excel, PPT)

Works well under pressure

EXPERIENCE

Customer Service Leader

(Apr 2017- Till to date)

Globe Ground India Pvt. Ltd.

Bangalore, India.

(Ground Handling Company)

2.6 Yrs.

Managing the business unit resources on shift wise to ensure that service levels (SLA) are delivered as per airline standards and ensuring strict adherence to SOPs.

Managing shift staff & their expectations providing “on the job” coaching & leadership to operational team. Capturing performance through the spot briefing system (SBS) & ensuring performance improvement where necessary.

Organising effective resource allocation at Check-in, Boarding, and Arrivals to manage the passengers’ capacity on shift to meet on time and customer satisfaction.

Managing & continuously improving areas such as performance at Gates, excess baggage removal, Transit etc. to meet the highest customer satisfaction.

Investigating all handling discrepancies and customer complaints in timely manner identifying problem areas and course of action required to prevent recurrence of service failures, while liaising and working very closely with the airport services.

Coordinating and maintaining excellent relationships and open communication with internal and external departments such as Government bodies, Bengaluru international Airport Ltd. Airport Security, Airport Police, Immigration, Embassy, Govt. protocol dept. hotel authorities and other 3rd party Airport authorities. ACHIEVEMENTS

Achieved “Top of the Ancillary Sales 2019 Award” twice by Oman Air, Bangalore.

Recognized for “Best Customer Servicer 2018” within Oman Air network, Muscat.

Achieved “Best Employee of the Year 2017 Award” by CEO of Globe Ground India.

Maintaining OTP & KYC of

Company

Preparation of monthly report

TRAINING

Trained under airport Safety &

Security -2017

Trained under system

applications - 2017

Trained under Europe countries

and GCC Visas - 2018

Trained under customer Service -

2017

Trained under self-motivation

and achievements by airport

station manager - 2018

Trained under Leadership - 2019

Trained under on time

performance achievements and

company rules & policies - 2018

Trained under Oman Air

destinations and Baggage

policies - 2018

Recognized for delivering “On time performance and document checks” regularly by General Manager Globe Ground India.

Recognized for “maintaining disciplinary for the company rules & regulations” by General Manager Globe Ground India.

Promoted from “Customer Service Agent” to “Customer service Leader” in 2019.

EDUCATION & QUALIFICATIONS

Bachelor of Commerce (B.Comm) Pass 2015

(Attempted)

St. Anne’s First Grade College for Woman

Bangalore University, India.

Pre University Examination (12th Standard) Pass 2013 Gnanadhare PU College, Hassan, India

SSLC (eq. 10th Standard) 1st Class 2011

St. Philomena’s Girls High School Hassan, India.

Karnataka secondary Education Exam. Board

REFERENCES

Available on request

PERSONAL DETAILS

DOB: 28 sept 1995

Gender: Female

Nationality: Indian

Passport: Indian

INTEREST & ACTIVITIES

Enjoy achieving target oriented goal

Enjoy sports and Dance

Contact this candidate