ZUBIN BEHRAM RUDINA

Customer-focused professional experience of 14 years in a regional and

international airline. Being accomplished as a good leader, a team player with good communication, customer service, and interpersonal skills have enabled me to be analytical and precise, with a willingness and ability to learn and adapt to any challenge. Looking to take next career step in customer service and leadership with commitment to elevate customer experiences.

adlljz@r.postjobfree.com

+91-981*******

INDIA

WORK HISTORY

April 2013 to November 2020

Cabin Crew Supervisor

Etihad Airways, Abu Dhabi

Responsible for delivering the best in-flight

experience for company clientele by leading a

diverse team of Etihad Airways.

Achieving highest standards of operational

excellence and service delivery which resulted in

numerous commendations and appreciations on

excellent customer services from the company as

well as guests.

Conducted pre-flight briefings, ensuring all crew were up to date with flight safety requirements.

Delivered results by directing and motivating a

team of 8 onwards achieving highest standards of

service delivery.

Ensuring guests and crew enjoy the safest journey possible by fostering and maintaining a safety

culture onboard.

Facilitated communications between flight deck,

cabin crew and passengers prior to and during

flights, promoting smooth operations.

Offered timely and skilled emergency response to provide CPR or first aid.

Identified crew strengths and performance gaps

through coaching and CRM.

Exceeded customers expectation through quality

service and support which led to increasing referral and retention.

Served VVIP guests professionally with the right etiquette.

Maintained high standards of housekeeping and

personal appearance, promoting sense of

professionalism and passenger confidence in crew.

Demonstrated the safety procedures to follow in

an emergency situation.

Resolved guest query and issues professionally and SKILLS

• Airline operations

• Team Management

• Leadership

• Conflict management

• Customer Service

• Customer Needs

Assessment

• Results-Oriented

• Excellent Communication

• Hospitality service expertise

• Guest Relationship

management

• Time Management Skills

• Detail Oriented

• Flexible

• Multilingual (English, Hindi,

Gujarati)

• Sales

EDUCATION/LICENSES

Jan 2021

Hotel Receptionist & Opera PMS

Hotel Software

Reception Academy, London

March 2002

Bachelor Commerce

University of Mumbai, Mumbai

December 2002

Diploma International Airlines &

Travel Management

INDIAN INTERNATIONAL TRADE

CENTRE (IITC), Mumbai

showcased exceptional problem-solving skills.

Managing retail operation and duty-free sales on board and overseeing inventory.

Maintained firm yet positive attitude when dealing with distressed passengers by calming fears and

providing secure environments.

Post-flight analysis and reporting to senior

management.

Met Etihad Airways strict 80% pass rate with 100% on regular safety, compliance and technical

examinations.

Attended workshops and training sessions in

customer service, conflict resolution tactics and

safety procedures to keep abreast of all new

requirements and procedures. Trained and

Certified in Safety, Customer Service and First aid as per GCAA norms (Airbus A380, A320, A787,

A330)

September 2006 to March 2013

Cabin Crew In-Charge

Jet Airways, Mumbai

• Incharge of providing world class service by

leading and managing a team of at least 10 Cabin

Crew on Board.

• Successfully completed an extensive 3 months

training in service, safety and first-aid.

• Demonstrated the highest levels of performance of the crew particularly in Safety, Customer Service, Punctuality and Sales.

• Conducting Pre/Post flight briefs for crew regularly on memos received from company, make cabin

announcements, coordinate with the crew for a

safety demonstration.

• Motivate, leading the cabin crew team to provide accurate and timely feedback to crew regarding

operational issues such as safety, punctuality and crew performance.

• Organizing and Planning services following the pre- scheduled deadlines.

• Trained to handle onboard customer complaints

and queries.

• Updating flight reports at the end of each flight to ensure 100% procedures followed, all information

documented for reference.

• Promoting the experience of duty-free products to the guests.

• Properly communicated between the flight deck

and the cabin crew prior to and during flights.

• Efficiently handled medical emergencies onboard.

• Well trained in Galley organization and Cabin

handling. Internationally trained in meal

preparations & mixing cocktails.

• Received positive customer feedback and

January 2002

Diploma Computers

Brainpoint, Mumbai

November 2010

Aviation Security Training

Certificate

Jet Airways, Mumbai

September 2011

Dangerous Goods Regulations

Training

Jet Airways, Mumbai

Aviation Medical Certificate

GCAA Medical No: 55996

Class: Cabin Crew

Expiry: 30/04/2023

Flight Cabin Attendant License

GCAA License No: 55996

Expiry: 12/06/2021

REFERENCES

Cyrus Shastri

Founder at Progressive Solutions

Cell: +971*********

Email:

cyrus@progressiveinternation

al.net

Diana Vesuna

Revenue Management Officer

Etihad Airways

Cell: +971*********

Email: adlljz@r.postjobfree.com

appreciations in the 4 years of my journey with Jet Airways.

• International sectors flown - Bangkok, Hong Kong, Singapore, Johannesburg, Brussels, Newark, Dubai,

Kathmandu, Muscat, Bahrain, Jeddah, Riyadh,

Dammam, Abu Dhabi, Doha, Kuwait, Dhaka &

Colombo.

• Trained and Certified in Safety, Customer Service and First aid as per DGCA norms on Boeing 737-

400/700/800/900 and Airbus A330-200.

January 2004 to September 2006

Customer Service Associate

WNS Global Services Pvt. Ltd, Mumbai

• Worked for India's No 1 BPO as per NASSCOM

ratings and formerly a wholly owned Subsidiary of

British Airways.

• Assisting the Team for the Revenue Accounting

Processes of Interline Operations.

• Training staff & Monitoring the team performance through Quality Checks to avoid Revenue

leakages.

• Execute weekly closing under IATA norms &

regulations for smooth liquidity of revenue

complying with Six Sigma compliance.

• Preparing reports on Volumes and Productivity as per Service Level Agreement.

• Quality Checks as per Service Level Agreement to maintain the minimum of 98% quality.

January 2003 to December 2003

Customer Service Associate

Infowavz Global Services Pvt. Ltd, Mumbai

• Answered customer telephone calls promptly and

courteously to improve on-hold wait times.

• Assisted customers with queries and concerns.

• Received inbound calls from customers, providing information regarding services or products, taking new orders and cancelling accounts.

• Resolved customer issues using strong interpersonal skills and conflict resolution techniques.

• Responded promptly to general inquiries from

members, staff and clients via e-mail and online

chat.

.

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