Service Manager
Resume:
K A J A L D O L W A N I
C O N T A C T S
************@*****.***
Rolla, Sharjah
P E R S O N A L
D E T A I L S
Date of birth
Nationality
Indian
Visa status
Transferrable
Marital status
Single
E D U C A T I O N
Post-graduation in Public
Administration, University
of Madras (May 2001)
Diploma in Air ticketing
(IATA) Institute of Airlines
& Travel Agencies, Chennai,
India – Year 1997.
D R I V I N G
L I C E N S E
Dubai
A B O U T M E
An enthusiastic, hardworking and competent administrative executive and ground supervisor in the Airline industry with proven track record of 20+ years of experience and possessing the required qualification and level of experience to deliver high quality performance. Easy going by nature, believes in collaboration with colleagues within the department and inter-department, respects differences and believes that every individual contributes to the growth and development of an organization. W O R K E X P E R I E N C E
System Service Supervisor – Emirates Airlines – Dubai- Mar 2015 till Aug 2020 Responsible to ensure that all flights are opened and edited with the correct information pertaining to the aircraft type, configuration, registration, passenger name list (PNL) etc., whilst confirming with the EKAS Departure Control SOP(s). Monitor flights to ensure that they are opened in the system on schedule to allow online check-in, through all check-in channels.
Duties and Responsibilities include:
Monitor, review and amend seat allocations as required to include Unaccompanied Minors (UM), Wheelchair (WCHC), Stretcher (STCR) etc. and inform the downline station for necessary planning and action.
Control flights through the Departure Control System (DCS) by assessing the passenger load and restrictions, and amending levels, accordingly, releasing seats for NOREC/GOSHOW/STAFF passengers, upgrading and downgrading where applicable to ensure the highest yield to the airline.
Regularly monitoring the progress of each flight to ensure on-time closure.
Support flight controllers assigned to the flights by providing assistance to all internal customers within the Base Station to include processing INOP seats, handling crew API, computing of load, on-loading and upgrading passengers where required, catering top up’s and any other Outstation issues as required.
Compile and maintain complete flight edit list records and ensure Flight Control Sheets are maintained for each flight and that the system messages are actioned, filed and forwarded to the next shift.
Closely coordinate with the relevant departments in the event of any system outages. In all cases liaise with EGIT for necessary action. In case of prolonged system outages, manage the execution of fall back procedures as per standard operating procedures (SOP) to ensure minimal impact to passengers and aircraft punctuality.
S K I L L S
Communications
Report writing
Team management
Reviewing records
Computer Proficient
Reports generation and
analysis
Verbal and written
communication
Time management skills
L A N G U A G E S
English
Hindi
Tamil
Sindhi
A W A R D S &
A P P R E C I A T I O N S
Najm Award for excellent
in customer service.
Najm Award for handling
difficult passenger.
Emirates Airlines – Senior Service Agent Oct-2011 till Feb- 2015 Duty and Responsibilities include:
Check-in for First & Business class passengers – Interacting with different nationalities.
Ensure that all operational procedures related to travel, immigration and safety regulations are adhered to.
Handling Premium Customers, Denied Boarding, and that which include special service provided by selected group of most frequently travelled and the exclusive invitation list provided by EK management with invitation to assist services (IO).
Provide a proactive service to passengers prior to check-in such as managing queues, removing old baggage tags, assisting elderly passengers and helping families especially with kids…
Boarding gates - announcements & customer support.
To deal professionally with my peers and managers.
Make recommendations for system enhancements to maintain minimal discrepancies and/or errors whilst enhancing productivity.
Assisting disrupted passengers by making a new booking on the next connecting flight, with EK or other airlines whenever applicable, alternatively, a hotel booking (in case of non-availability with immediate connections)
Emirates Airlines – Airport Service Agent Oct -2007 till Sep-2011 Hempel Paints (Emirates) LLC, Sharjah, UAE – Jan- 2005 till Sep- 2007 Worked as Receptionist & Executive Secretary.
TECHNICAL COURSES:
I have attended several online courses with Emirates Airlines, and I have selected few which are most important.
Diploma in Computer Applications: Diploma in Computer Applications: Microsoft office, Windows 2000 Excel PowerPoint, Access, Word) Packages-Lotus, dbase, Website Lotus Notes & WordPro-Year 1994 Harvard Manage Mentor: Coaching, focusing on becoming a manager, Developing Employees and Budgeting –Emirates Online Course –Year 2008 Creating Positive Conversations with Challenging Customers - Emirates Online Course – 2020
Service Excellence – Virtual Learning Program – Emirates Online Course – 2020 Enhancing Team innovation – Emirates Online Course – 2020 Coaching Skills for Leaders and Managers – Emirates Online Course – 2020
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