Customer Safety

AGNES MARIEROSE GAIKWAD

**************@*****.*** Mobile # +965-******** / +91-865*******/91-704******* Profile:

Customer focused professional with over 13 years’ experience with Kuwait Airways Ground Operation at Kuwait International Airport. Accomplished in enhancing airline operations through process improvement and staff development. History of success in de-escalating customer issues, enhancing customer experiences and satisfaction, and uniting teams to deliver exceptional service. Objective:

To obtain a position where my knowledge and experience can be utilized as well as enhanced. Work Experience January 2006 – Till Date

Coordinator Passenger Services

Kuwait Airways, Kuwait International Airport – Kuwait Mainly focusing on coordinating between the airlines and customers to make the operation smooth and ensure high standard of service, and apply appropriate airline procedures to meet the standard of the company.

Job Profile:

• VIP guest handling, Coordinating with guest and local airport authorities such as Civil Aviation, Immigration and Customs for hassle free movement.

• Handling passengers at check in counters, assisting them at transit desk on arrival and departure gates. To synchronize all functions professionally and diligently to maximize customer satisfaction. Flight editing (pre seating and pre check in of passenger).

• Briefing of staffs regarding new visa regulations, about local authority (DGCA) instructions, custom, immigration regulations and discussing about discrepancies if any.

• Dealing with passengers possessing invalid travel documents such as expired passport, visa. AGNES MARIEROSE GAIKWAD

• Dealing with excess baggage charges and issuing of emd’s.

• Dealing with flight cancellation, delay, noshow and denied passengers due to over sale or equipment change etc. Providing quality service to VVIP, VIP and CIP etc..

• Assisting passengers with special needs, and providing assistance to MEDA and UM.

• Dealing with lost and found and damaged baggage cases with standard procedures. HAJJ OPERATION: Saudi Arab Airlines and Kuwait Airways; Handling hajj operations. And providing special assistance to passengers traveling for HAJJ and UMRAH. Handling Airlines:

SAUDI ARAB AIRLINES: check-in and reservation, operating system (AMADEUS ALTEA). GULF AIR and PHILIPPINES AIRLINES: check-in and reservation, operating system (SABER). AIR INDIA and AIR INDIA EXPRESS: check-in and reservation, operating system (LIASON). KUWAIT AIRWAYS, IRAN AIR, NILE AIR, MIDDLE EAST AIRLINE, SYRIAN ARAB AIRLINES, FLY EGYPT: check-in and reservation, operating system (AMDEUS ALTEA) and GO AIR: check in operating system (NAVITAIRE).

Trainee August 2005 to January 2006

Majestic Travel and Tourism – Kuwait

Responsibilities:

• Ticketing and Reservation.

• Attending Customer queries.

Trainee March 2005 to June 2005

Qatar Airways – Kuwait

Responsibilities:

• Ticketing and Reservation.

• Attending Customer queries.

AGNES MARIEROSE GAIKWAD

COMPUTING SKILLS

• Operating System: window 98/ window 2000/ window2003

• Application Servers: SABER, MACS DCS, LIASON BY SITA AMADEUS ALTEA.

EDUCATION/PROFESSIONAL DEVELOPMENT

Bachelor’s Degree in Arts and Literature.

Indira Gandhi National Open University – Kuwait September 2018 Certified Trainings attended

• Passenger Handling I & II.

• Advanced passenger handling.

• MACS DCS, AMADEUS ALTEA DCS.

• Aviation security and ground services.

• Human factors and Airside Safety.

• Dangerous Goods Regulations (CAT 9).

• Airside Safety

• Aviation security

• Safety Management System (Level 1 & 2)

• Basic airline ticketing and reservations.

• Mechanized Reservation course.

• Introduction to commercial aviation.

• US DOT (Department of Transportation).

• Electronic Miscellaneous Document and Frequent Flyer Program.

• Navitaire (Go air checkin system)

PERSONAL INFORMATION

Date of Birth: 23RD August 1985

Marital Status: Single.

Nationality: Indian.

Languages Known: English, Hindi, Marathi, Konkani and Arabic (basic).

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