ROYDEN DCRUZ

A: Moula_ali, Hyderabad M: +917********* E: adjiwo@r.postjobfree.com

PROFILE

Customer service professional with 14 years of experience in direct customer facing roles. With a passion for delivering exceptional customer service, I have significant knowledge and experience in dealing with people, processes, products and services. Having an excellent telephone presence, effective interpersonal skills and strong attention to details, I can effectively communicate and help customers, as well as collaborate with the staff and management bringing positivity to any work environment.

KEY ASSETS

Customer Service Excellent Written & Verbal Communication Airport ground operations handling Operations Management Problem Solving Strong organizational skills Time management Collaboration People management Flexibility Adaptability Strong Work Ethics Teamwork Critical Thinking Creativity Attention to details Interpersonal skills

PROFESSIONAL EXPERIENCE

Customer Service Agent (Ground handling Agents)

dnata Airport Operations, Emirates Group, Dubai 2010 - 2018

Being part of the Ground Service team in Dubai International Airport, I was responsible for providing quality services to passengers in respect to check-in, boarding, special services, lounges, baggage services and cashier duties, ensuring passengers and their baggage were handled in a consistent manner.

Efficiently worked in a fast-paced multicultural customer service environment, helping customers by providing information, answering their questions and providing relevant information on various products and services offered.

Established quality atmosphere by delivering consistent quality services, complying with agreed service level agreements (SLA), and Standard Operating Procedures (SOP) in-order to achieve customer satisfaction, reducing complaints related to service failure or attitude.

Successfully maintained the organisation’s brand image, by being courteous in dealing with irritated and uncontrolled travellers as well as VIPs in, with different nationalities.

Executed briefings received from senior staff, and various Airlines on functions to be performed as per the required procedures for handling specific flight and their requirements.

Ensured the equipment at the designated work area (check-in / boarding gates / transfer desks) were functional before starting the flight, reporting any faults promptly, to ensure smooth passenger transactions.

Effectively resolved customer problems and complaints daily by liaising with different departments including Customer Relations to provide resolution for complaint handling.

Consistently maintained safety and security by applying the organisation’s safety policy and security standards.

Proactively assisted co-workers and senior staff in specific customer service activities pertaining to functions performed at check-in, Gates, and Transfer Desk.

Assisted in identifying and handling passengers who set off any government warnings

Well versed in all the Federal Airline Laws. Have knowledge of ticketing, special rates/ offers and promotions.

Machine Operator

Electronic Documents Centre LLC, Dubai 2008 – 2010

Responsible for ensuring large scale Xerox Digital Printers produced high quality products and operated smoothly at agreed capacity, maintaining and troubleshooting them as required.

Assisted in planning and directing all administrative and technical operations of the central printing services.

Met with customers, reviewed job requirements as per the customer’s brief, and provided detailed specifications for printing jobs.

Increased sales and average order size by cross-selling, up-selling, add-on sales and offering promotional sale items.

Led confidential printing projects, such as monthly statements for various public and private organisations.

Book Binding Finishing Operator

FedEx Kinko’s Office & Print Center, Dubai 2004 – 2008

Responsible for producing high quality finishing works, including book binding, machine and manual cutting, lamination, mounting, roll-ups and pop-ups.

Provided consultation to walk-in customers, providing information and pricing to help customers with their printing projects.

Arranged complex orders, simultaneously performing multiple batch jobs, and monitoring them to meet customer requirements.

Troubleshoots equipment’s and customers problems using extensive knowledge of solutions and resources

Directed work of production team members, and trained newly hired team members

EDUCATION

BA Bachelors in Arts

Kalinga University - 2005

CERTIFICATIONS

Certificate Craft course in Food Production (CCC-FP)

Sri Shakti College of Hotel Management, Hyderabad

Fire Prevention & Fire Fighting

Ocean Prima Marine Institute Pvt Ltd, Mumbai

Diploma in Refrigeration & Air-conditioning

Indian Technical Institute, Hyderabad

Personal Survival Techniques

School of Synergic Studies Trust, Mumbai

AVIATION CERTIFICATES

Dangerous Goods for Passenger Handling (Category – 9)

Emirates Aviation College, Dubai

Safety Marathon Workshop – FOD Awareness

Dubai Civil Aviation Authority, Dubai

Aviation Security Training, Level – 1

Emirates Group Security, Dubai

Travel Documents Check

dnata Training, Dubai

AST001 Ramp Safety

dnata Training, Dubai

Cashiering Training

dnata Training, Dubai

Passport Program New Team Member Orientation

Emirates Aviation College, Dubai

IT SKILLS

MS Word, MS Excel, MS PowerPoint, MS Outlook, DMACS, GUEY

LANGUAGES

Proficient in English (Speaking, Reading & Writing)

Proficient in Hindi (Speaking, Reading & Writing)

Moderate in Telugu (Speaking)

Available for immediate placement

Contact this candidate