• Strong knowledge of international and domestic travel.
• Advance knowledge of computer reservation programs .
• Excellent interpersonal and leadership skills that can motivate people
• Comprehensive oral and written communication skills in English.
• Advance knowledge of money exchange, sales and marketing
• Sociable with excellent customer care skills
• Goal oriented and ability to work in a team environment

• Delivery of hire cars to people in accidents.
• Complete contract forms, prepare change of address records, or issue discontinuance orders, using tablets
• Subject Matter expert in Navitaire which is the software used for flight reservations and check-in.
• Experienced in all the ground-handling duties of the airlines.

•  Worked as Senior Customer Service Executive with shriram value services from 1-Sep-2014 to 31-July-2019.
•  Having good Experience on people management and data analysis. Worked for various process as Recovery, Survey, Sales, Inbound/Outbound
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken..
•  Communicated with customers to ensure product understanding, answer questions, and facilitate conflict resolution. 

• Demonstrated ability to effectively handle high-stress situations.
• Well-versed in FAA travel regulations and passenger standards Working knowledge of protocols and how to prepare travelers for security screenings.
• Proficient in the use of scheduling software programs as well as payment processing systems
• Familiar with airport operations and how they can affect the flow of travelers through a terminal .
• Experience in assisting special-needs passengers as well as those requiring ambulatory assistance.

•        Proactively develop client relationships, anticipate and provide solutions to client needs and give high priority to client satisfaction, with responsibility for meeting or exceeding agreed performance targets and objectives, particularly those relating to net new money, income generation, product sales and new client growth targets. 
•        Ensure that client instructions are duly effected by applying all standard checks and controls, coordinating with other departments including Operations/Finance/ Compliance. 
•        Accurately assess the risk profile, suitability and appropriateness of clients when marketing PB products and services by maintaining an accurate and up to date call report, KYC database. 
•        Handle client queries of day to day nature via telephone/fax/post/e-mail. Assist in resolving client problems within the team. 
•        Open, close and maintain accounts in accordance with the established procedures. Apply regulatory requirements such as KYC, Money Laundering Prevention procedures at all times. 
•      Accomplish tasks efficiently by showing concern for all aspects of the job, pay attention to detail and ensure that output is delivered at the highest possible standard. 
•   Carry out other duties as reasonably required by management. 

• To answer and transfer all incoming calls in professional and efficient manner. 
• Obtain customer information such as name, I.C number, and address and update Interaction / log into the system. 
• Answer telephone calls from potential customers who have been solicited Through advertisements and gave right information about the plan and product. 
• Collaborate with site team daily and adjustments to staffing in support of operational service level. 
• Sourcing for customer and negotiating for good service. 

• New promotional campaigns
•  A result oriented professional with experience in Sales & Marketing, Business Development, Business Analysis, Strategic Planning and Training.
•  Well organized with a track record that demonstrates self-motivation, entrepreneurial ability, creativity, and initiative to achieve corporate goals.
• Experienced in exceeding targeted sales goals, developing profitable & productive business relationships and building an extensive client base. 

• Utilized proper telephone etiquette and asked in-depth questions to immediately find solutions to issues for customers.
• Updated account information in each customer’s record so that data was accurate.
• Marketed additional products and services that would complement customers’ current offerings and add value.
• Resolved customer billing errors by researching issues in the system, asking open-ended questions and determining causes for the problems.

• In charge of customer services by Hotline, Zopim system or in-person to provide information about products or services, take or enter orders, cancel a booking, or obtain details of complaints.
• Obtain and examine all relevant information to assess the validity of complaints and to determine possible causes, such as transaction problems, system error, server overload.
• In charge of event check-in & on-site services.
• Identify and assess customers needs to achieve satisfaction

• Deal with customers via email or phone calls to provide information about bookings and reservations, adjust booking details, cancel bookings, or obtain details of complaints.
• Resolve customer’s complaints  regarding their stay  by performing activities such as providing a compensation, alternative hotel option or refunds.
• Answering calls and product information about products and services
• Appropriate and timely follow ups whenever required

•  Leads a team of Airport Services Agents on all issues relating to Ramp operations. Monitor, Guide and advice team members to ensure that superior customer service levels are upheld and assist the process of ensuring the safe and on-time departure of all flights as SOP processes.
•  Monitor the Self Check-in Kiosks and ensure Passengers are briefed on the process and usage of the kiosks
• Analyze trends which are noted at the Ramp area and highlight such trends to higher management where applicable so that appropriate action can be initiated with suggestedrecommendations.
• Conduct shift briefings with team members to ensure that SOP’s are strictly adhered to. Use these briefings to raise awareness levels among team members to minimize discrepancies and possible customer complaints and maximize customer satisfaction.
• Get involved in On Job Training of new joiners and familiarization of people new to the area. Act as a role model, fulfilling the role of a `buddy? Ensure new joiners are fully aware of standards and procedures and guide them in using all available resources to find information and update their knowledge.
• Suggest feasible improvements to procedures based on observed trends and analysis.

• Update, store, and maintain all personnel files. Support new staff orientation, onboarding and other initiatives.
• Make logistical arrangements for the Director when travelling outside the country.
• Coordinates with customers in regards to consignment scheduling concerns.
• Ensure to process costing and invoicing to collect payment on time.

• Draft the Information Counter related procedures when necessary and get consent from Sales Officer and Mall Manager.
• Get the quick advice from the Sales Manager or Sales Officer if necessary on the ways to handle customers.
• Gather the updates of information from Sales Officer / Sales Manager / Mall Managers, Aeon Retail, newspaper etc.
• Manage and document correspondences between insurance companies, suppliers, the client, other partners, and stakeholders.

• Communicate with the client to ensure complete documentation and related information is updated and available to present at port.
• Coordinating on all shipments Import/Export via sea or air.
•  Pro-actively coordinating with Shipping lines, freighters, local transporter and overseas agents for all shipments proceedings.
• Making constant follow-ups to keep track and ensure consignment will be delivered in full on time.
• Providing the cargo arrival notification to customers in order to ensure all relevant shipping documents will be completely presented to customs for smooth clearance and inspections.
• Keeping customers up to date in regards to customs formalities (such as duty amount applicable as per HS Code or commodity and if there is any special documents required by the customs inspector).
• Arranging and coordinating on transport department or transporters in regards to delivery schedules, road permit, rates and any docs necessary for passes.

• Provides direct supervision and leadership to Customer Service Staff  in the unit, including monitoring professional development, participating in hiring and annual leave coordination.
• Liaise with sales representatives in the acquisition of medical equipment 
• Maintain constant contact with customers, sales representatives,suppliers and intermediaries to collect customers’ feedback and communicate to relevant departments / sections.
• Liaise with other departments and supervise front office staff and provide support to them
• Send newsletters, mails, and other forms of correspondences to customers.
• Maintain hard copy and electronic versions of contract and subcontract documents, consultant documents, travel files, procurement files, project deliverables, claim forms, medical insurance guidelines and minutes of meetings.
• Forward all filed claims to the insurance company for processing.

• Taking inbound technical calls for Earthlink, US (Internet Service Provider)
• Troubleshooting issues related to Modems and Routers
• Up-selling and cross-selling products to the existing customers
• Managing the team in the absence of the Team Leader

• Assist customers by providing information and resolving their complaints and Answer customers’ questions, and provide information on procedures or policies.
• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints. Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Check to ensure that appropriate changes were made to resolve customers’ problems. Refer unresolved customer grievances to designated departments for further investigation.
• Improved Customer Ratings by 75%. 

• Order Management 
• Ensure the tracking and management of SC KPI’s under the logistic & Customer function 
• Continually monitor and identify customer trends, discuss and propose opportunities to improve/adopt best in class working practises, procedures and processes to achieve the best fit between business and customer expectations. 
• Monitoring and tracking of Distributors stock levels and sell outs. 
• To ensure compliance of the SD Module within organization and business, set up and perform regular and timely updating, and ensure accuracy of the customer master data in the SD module 
• To generate, track, monitor and maintain all relevant Business/Process Performance indicators (KPIs/BPIs/PPIs) data and reports (daily, weekly, monthly, quarterly etc) for the Customer Service function. -Manages a team of 3 people 

• Listen to customer requests and queries, referring to alphabetical or geographical directories to answer questions and provide telephone information.
• Pioneer in Cross Sales 2018 initiative, achieving department Top Individual Sales during inception.
• Consistently achieved high monthly productivity and CSAT ratings. Averaging 50 cases/calls closure daily.
• Ranked within top 10% in department yearly appraisal for 2018 (Department size: 50+)

• Implemented innovative marketing strategies which resulted in 12% growth of customer base.
• Appreciated and accredited for maximum lead generation and client retention for FY 2009-10.
• Evaluated trends in customer service issues to analyze complaints and identify opportunities for improvement.
• Increased customer buy-in of loyalty programs and facilitated smooth signups to support revenue development objectives.
• Planned & Effective client interaction via calls, emails and faxes, addressing customer inquiries, solving problems and providing new product information.
• Conducted In-house interactive sessions with team members, aiming at improvising product knowledge.

• Maintain reported Risk Management Policies and Incidents immediately upon occurrence and emergency contact information as well as a master tenant contact e-mail address listing.
• Handle miscellaneous assignments as requested by management
• Maintained highly organized filing system for tenants, vendors, buildings, contracts and POs.
• Assisted property manager as needed on special assignments

• Serviced company financed and third party residential loans. 
• Follow-up and recovery of mortgage outstanding. 
• Handled disputes and provided solutions to clients to resolve dead lock situations. 
• Coordinated with the attorney firm on legal fees and cost related to mortgage loan recovery. 

• Worked as an executive in General Insurance part of Aviva (Motor Insurance)
• Looking after reconciliation of accounts.
• Chasing customers of overdue and sending statements, invoice copies to customers
• Looking after Small Business single handedly
• Solving all the customer’s queries

• Maintain and update insurance certificate files for all contractors performing work at the properties.
• Assist with the scheduling of contractor work and coordinate with tenants.
• Contribute toward overall office operational needs by helping to provide phone coverage, ordering supplies.
• Maintain and update as necessary all tenant contact information, after hour access

• Have called on Behalf of Companies like Dabur, GCPL and Anchor to pick up orders from retailers
• Have achieved the highest team target of 1Cr+ with Dabur and GCPL individually
• Memorized entire product lines of companies including schemes and discounts
• Handled over 70+ calls per day ensuring orders for retailers were picked up on call

• Assist Property Management with the day to day operations and tenant relations through the coordination of tenant requests and administration of maintenance services.
• Answer and route phone calls from tenants and vendors to the appropriate contact within Property
• Management and/or dispatch personnel based on immediate needs.
• Provide tenants and vendors with assistance in all aspects of scheduling building maintenance, communicating building procedures and supplying general building information.
• Provide high quality of customer service, update and maintain current daily and emergency tenant contact lists and tenant information manuals.
• Provide support to Property Managers by producing, modifying and /or distributing various form spreadsheets, manuals, information packages, and miscellaneous type-written information.
• Process correspondence for tenants, contractors and other third parties for Property Management staff.

•  Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently. 
• Respond to telephone inquiries, providing quality service to customers and associates inquiring about the availability of products or status of orders 
• Listen attentively to the caller needs to ensure a positive customer experience. 
• Ensure superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot. 
•  Strive for quick complaint resolution; commended by the supervisor for the ability to resolve problems on the first call and avoid escalation of issues. 
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions,  are taken. 

• Provide First Call Resolution as possible to ensure performance efficiency.
• Ability to handle 60 to 100 calls and 20 to 30 pending tickets in a day.
• Learnt to communicate with callers around the world; mainly – US/UK/Korean.
• Remember and put to use large information such as ICAO Airport Code.
• Able to type fast and maneuver between different windows of programs efficiently.

• Identify and escalate potential show stoppers and provide solutions. 
• Produce and interpret MI to support / improve performance 
• Plan capacity daily and intra – day, based on projections and volume analysis and allocate/reallocate resources across sites 
• Handle escalations and resolve complex process related queries 
• Facilitate continuous improvement through the identification, implementation and sharing of best practices across sites. 

• Provide assistance to the customers with solution of their problem.
• Resolving customer complaints and attending to customer inquiries 
• Present all customer service related issues to management as an when necessary 
• Being part of the driving team of customer service initiative “Api United” which was established in order to raise awareness within the company on customer service and its importance