Customer Service Leader
**, ** *****, ********* – 560032, Karnataka, India
: +91-740******* (India)
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 &
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
Coordinate to cancel and
diversion of services (flight
Excellent coordination with
flight captain and Operators
Efficient in Microsoft Computer
applications (Word, Excel, PPT)
Works well under pressure
Customer Service Leader
(Apr 2017- Till to date)
Globe Ground India Pvt. Ltd.
(Ground Handling Company)
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
Preparation of monthly report
Trained under airport Safety &
Trained under system
applications - 2017
Trained under Europe countries
and GCC Visas - 2018
Trained under customer Service -
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
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
Available on request
DOB: 28 sept 1995
INTEREST & ACTIVITIES
Enjoy achieving target oriented goal
Enjoy sports and Dance