Customer Service Manager

SATVIR BARIANA

** ********** ******** #****, ********* Building

Kitchener, ON N2C 2L4

519-***-**** *************@*****.***

OBJECTIVE: To obtain a position as a Travel Consultant.

PROFILE

• Over 14 years international experience in customer service including guest handling, telephone etiquettes, soft-skills, effective interpersonal skills, training and quality and safety management in the aviation industry

• Recent graduate in Human Resources Management from Conestoga College

• Proficient with computers, scheduling, performance appraisals, employee development etc.

• Confident personality with a positive attitude; flexible and adaptable to the environment placed in.

• Develops excellent professional-working relationship with people from diverse backgrounds and disciplines.

• Possesses excellent management and supervisory skills.

WORK EXPERIENCE

Assistant Manager - Corporate Quality Assurance 2009-2011

Kingfisher Airlines, Mumbai

• Planned, scheduled and conducted Quality Review System Audits, based on ISO and IOSA programs

• Mapped processes for various departments within the organization based on ISO standards

• Ensured end-to-end closure of audit findings

• Conducted corporate trainings for Quality Management Systems and Quality Review Systems

In-Flight Manager 2008 -2009

Kingfisher Airlines, Mumbai

• Lead the flight attendant team on-board the aircraft

• Conducted briefings de-briefings, facilitated check flights for the cabin-crew, record performance reviews for the flight attendants. Monitor the crew conduct regular flight emergency and first-aid checks and carryout the services as per standards

• Handled and guest complaints or escalated concerns

• Reassure passengers in the event of an emergency, and make sure that they follow safety procedures

Guest Services Manager, Kingfisher Airlines, Mumbai, India 2005-2008

• Managed a shift of 30 to 40 staff

• Allocated staff according to their best skills and job requirements

• Conducted performance reviews of the guest services agents

• Provided feedback and corrective action in employee development programs.

• Monitored regular Ground handling functions at the airport.

• Ensured the maximum utility of minimum resources available.

• Dealt with situations relating to delays in departures, arrivals, mishandled baggage and all kinds of guest queries

• Officiated as an Airport Manager

SATVIR BARIANA 519-***-**** *************@*****.***

Executive-Customer Services Oct 2004 – Mar 2005

Hutchinson & Max Ltd, Mumbai, India

• Handle walk-in customers to help handle their concerns

• Always worked with an intention to build and maintain a long-term relationship with the customers

Senior Customer Service Advisor 2003 - 2004

ICICI One Source, Mumbai, India

• Responsible for servicing ‘& More Credit Cards’ from Marks & Spencer’s, UK

Customer Services Assistant 2001-2003

Jet Airways, India Pvt. Ltd

• Rendered personalized services to passengers, special handling

guests and disabled passengers

• Ensured smooth and hassle-free movement of passengers passing through the terminals.

• Looked after transit and through check-in facilities and provided appropriate assistance to guests

Customer Service Associate 1998-2001

BPL Mobile, Mumbai, India

• Helped walk-in customers with their queries, solved and dealing with customer inquiries

• Gathered necessary information to document and resolve customer problems

• Maintained statistics by documenting account information for each customer

• Retained and growing business by providing high-quality customer service and offering products to enhance our customer’s experience

VOLUNTEER EXPERIENCE

Volunteer Teaching Assistant Sept 2011-Present

Indian Language School KW District Board, Waterloo, ON

• Assisted KW Indian Language School Management with planning activities

EDUCATION

Human Resources Management Certificate Sep 2011-Apr 2012

Conestoga College, Kitchener, ON

Master of Science (M.Sc) – Botany and Horticulture 1998-2000

University of Mumbai, India

Bachelor of Science (B.Sc) – Chemistry, Botany and Zoology 1995-1998

University of Mumbai, India

Additional Information and References Available Upon Request

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