Customer Service Front Office

PROFILE SUMMARY

Aviation professional with over *0years of experience, in which six years in customer service and flight handling at different airports with Jet Airways, ten years of experience in contact centers and four years of experience in revenue management with Qatar Airways.

Direct assistance to CEO / Senior Management teams of Qatar Airways group over Reporting, Airline performance and Passenger Handling

Hands on experience in Identify and test different non-technical airline software’s to improve customer experience and to prevent revenue loss / fraud practices, Airline Inventory and Pricing

Expertise in handling Customers and Customer complaints WORK EXPERIENCES

Revenue Integrity Operations Sr. Coordinator – Qatar Airways - Doha (Feb-2016 to Jul-2020)

CEO / Senior managers point of contact for Airline performance / Passenger details / Reports

Supervise and support the day-to-day operations within Revenue Management team

Performed regular quality checks of our service providers, give feedback / solutions over discrepancies identified

Coordinate with external vendors who provide software’s to improve both internal and external customer experience, give feedback to the senior management team after performing intense testing (ATL – Amadeus Time Limit/GTL – Group Time Limit/DUPE Processes/Fake Names/ADM Automation/TTL Automation/OND Violation/AMADEUS or ARI platform testing and updating rules/Partial confirmation process/Effective Seat factor/ Marriage segment violation – MSC etc.) which can reduce cost / prevent revenue loss

Monitor Travel Agent / GDS (Global Distribution System) misuse, warn / block / Raise ADMs to minimise loss to QR

Ensure cleaner inventory during the booking period for better customer experience

Update and upload the standard operating procedure (SOP) – Revenue Integrity

Prepared Reports for Immigration and station upon request Supervisor - MCTCC Qatar Airways- Muscat (Apr-2006 to Dec-2015)

Floor Management of Reservations, ECOM, FFP and Voice & Non-Voice process

In charge of managing Online and Offline payment Fraud Check and CV Team process

Creating and implementing KPIs in Muscat Contact center

Conducting Process (reservation and ticketing) / Soft skill refresher trainings

Coaching and feedback sessions for QR agents / Roster management of agents

Attending to both internal and external customer complaints

Directly involved in the recruitment process

Assisted Customer Service Manager during his meetings with senior officials

Responsible for regularly updating the standard operating procedure (SOP) Sr.Customer Service Executive – Jet Airways, Bangalore Airport - (Apr-2000 to Jan2006)

Check-in passengers to their destinations

RAMP(Region of Aircraft movement and parking) and Baggage / Cargo SARATH.G. NAIR

Mobile Number – +974-****-**** (Qatar)

Mobile Number – +91-974******* / +91-956******* (India) email: ****.**********@*****.***

Assisting VIP/CIP passengers, frequent flyers and passengers who need special attention

Reservation and Ticketing

Actively involved in flight on time performance, flight delays and cancelation, upgrades and downgrades due to aircraft change

Involved in Customer complaint and related investigations

Process briefings and updates, managing shift roster

IVR Recordings and Airport Announcements

Front Office Executive – Oberoi Airport Services, Cochin Selected as Customer Service Executive to coordinate the vital day-to-day business operations and handle customer requirements independently.

Front Office Executive – Le Meridian, Bangalore

Le meridian is a five star super specialty hotel. Appointed as Front Office Executive to handle day-to- day business operations.

TECHNICAL PROFILE

Amadeus Reservation and Ticketing

Amadeus Inventory

Amadeus Altea

Sabre, Sabre Quick, A.C.S.I.

Microsoft Office tools

EDUCATIONAL QUALIFICATION

B.H.M- Bachelor Degree in Hotel Management (Graduation) from M.V.Shetty College- Mangalore University-India

Higher secondary from St. Thomas College, Mahatma Gandhi University, India LANGUAGES KNOWN

English, Hindi, Malayalam.

PERSONAL DETAILS

DOB : 26-Jan-79

Nationality : Indian

Passport Number : S0075692

Qatar ID : 279******** (work visa with NOC)

SELF APPRAISAL:

Effective leadership quality, ability to work under pressure, co-ordination skill, self-motivated

Effective customer relationship management skills

Problem solving and quick decision-making abilities

Good written and verbal communication skills

Enthusiastic and hardworking who can perform under pressure

Contact this candidate