Customer Service Quality Assurance

Natalie Shukla MS

** ********** ****. ******** ******* L6R 1E5

**** ********* ***** *** **** CA 95148

Telephone: 408-***-**** E-mail: *************@*****.***

EDUCATION/ RESEARCH

Loughborough University Airport Planning and Management MS Graduated December 2005 with scholarship

Thesis Topic: The impact of Mass Construction on Airport Operations. The Case study was focused on Toronto Pearson International Airport. In early 2000 the airport was going through a mass overhaul, which was being completed while the airport was still operating. I reviewed the different techniques that were utilized to maintain a safe, coordinated operation without affecting and minimizing the regular operations and continue to have a growing passenger rate.

Georgian College Aviation Management Diploma 2004

FAA Commercial IFR Pilot

Flight Research Associates- September 2010 - Participated in a research project for NASA to test Data Link over continental flight operations.

EMPLOYMENT

Advantage Aviation

Front Desk Dispatcher (May 2010- Present)

• Responsible for dispatching aircraft

• Receiving debiting and crediting member accounts

• Directing phone calls using switch board operations

• Recruiting new members and promoting Club events

MS Aviation

Administrative Assistant (June 2009-Present)

• Keeping inventory of product and product production

• Editing recordings for new teaching material consisting of audio and visual technologies

• Updating FAA written exam questions

• Market researching for new potential customers

Porter FBO

Customer Service Representative (July 19, 2005- April 6, 2007)

• Responsible for dispatching and coordinating Ground Crew and Ramp Operations.

• Recorded daily logs of fuel consumption and billing through Shell Aviation fuel.

• Interviewed potential candidates in a recruiting drive for Customer Service Rep and Flight Attendant Positions.

• Trained new employees joining the Porter FBO CSR position.

Greater Toronto Airports Authority

Groundside Operation and Bussing Assistant (January 2004 – May 2004)

• Responsible for preparing the Annual Report for the Groundside Operations Department for 2004 which detailed revenue generated and passenger load.

• Responsible for the SOP for the opening of the New Terminal 1.The report included Parking, Inter-terminal Passenger Bussing and Signage used for passenger navigation throughout the airport property. It also Included the Closing of the old terminal and the opening of the new terminal without interfering in regular Operations.

• Recorded meeting minutes that were distributed through out the department.

• Assisted in daily parking operations which included efficient operations of the Autopay automated parking ticketing system. Tested and maintained new parking ticket vending machines for the parking facility.

• Participated in trials and simulations for the new terminal, which included a full aircraft crash, Terrorist attack and a full day’s of regular airport functions.

Greater Toronto Airports Authority

Noise Management Department (May 2002 – August 2002)

• Handled inbound calls and complaints from local residents in regards to noise violations, inappropriate aircraft operations over undesignated flight paths

• Entered daily night flight schedules and violations in RUADDS

• Maintained noise monitors by monitoring the noise frequency that was being registered, then rebooting them if there were any discrepancies

• Organized and filed complaints that were recorded in a filing system

Air Canada

Quality Assurance Specialist (February 1998- June 1998)

• Responsible for Auditing, Ticketing, Checking, Arrival and Departure Agents for their customer interaction, efficient flight information announcements and effective receiving of the arriving flights.

• The collected Audit Data would be entered into an Air Canada computer system daily. The information gathered from the previous day would be presented in daily meetings to assess the airlines customer service quality.

COMPUTER SKILLS

• Microsoft Office XP, Microsoft Project

• 35 wpm

LANGUAGES

• Hindi, written and spoken

• Punjabi, spoken

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