Abinaya K
Chennai
Summary
Proactive manager with demonstrated leadership abilities, strategic planning expertise, and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Overview
10
10
years of professional experience
Work History
Assitant Manager
Interglobe Aviation Ltd.(IndiGo airlines)
Chennai
11.2016 - Current
- Leading team of 25 to 40 in the delivery of Customer Experience project, resulting in a better score of NPS.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Provided primary customer support to internal and external customers.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
- Planned team-building exercises to increase employee performance and job satisfaction.
- Achieved recognition for contribution to the station performance.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Customer Service Executive
InterGlobe Aviations Ltd. "Indigo Airlines"
Chennai
07.2012 - 11.2016
- Delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Provided primary customer support to internal and external customers.
- Well-versed with then Airport Operations and handled all the allocations at the terminal side of the airport.
- Maintained excellent attendance record, consistently arriving to work on time.
- Quick check-in of passengers at Check-in counter and decrease in waiting time to 45 seconds from 2 Mins for the passengers.
- Time Management and better Utilization of Minimal resources.
- Managed quality assurance programs like 'Service from the Heart' & 'Customer First', including internal audit evaluations and customer surveys.
- Handled calls to address customer inquiries and concerns at Airports.
- Drove operational improvements through Role plays and discussions, which improved customer experience.
Education
Bachelor of Arts - English Literature
Madras University
Chennai, India06.2015
Diploma - Air Hostess And Hospitality Management
Frankfinn Institute of Air Hostess Training
Chennai, India05.2012
Skills
- Managing Multiple Priorities
- Inquiry Requests and Case study preparations
- Staff Training
- Employee Coaching and Motivation
- Customer Retention Strategies
- Building Customer Trust and Loyalty
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Data Entry and Maintenance
- Responding to Difficult Customers
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Training Initiatives
Languages
English
Advanced (C1)
Hindi
Upper intermediate (B2)
Tamil
Upper intermediate (B2)
Timeline
Assitant Manager
Interglobe Aviation Ltd.(IndiGo airlines)
11.2016 - Current
Customer Service Executive
InterGlobe Aviations Ltd. "Indigo Airlines"
07.2012 - 11.2016
Bachelor of Arts - English Literature
Madras University
Diploma - Air Hostess And Hospitality Management
Frankfinn Institute of Air Hostess Training
Similar Profiles
Padmaja KPadmaja K
Senior Executive - Airport Operations and Customer at Interglobe Aviation Limited. ( Indigo Airlines)Senior Executive - Airport Operations and Customer at Interglobe Aviation Limited. ( Indigo Airlines)
KAVAN POOJARYKAVAN POOJARY
AIRPORT OPERATIONS & CUSTOMER SERVICES at INTERGLOBE AVIATION LIMITED. "Indigo Airlines"AIRPORT OPERATIONS & CUSTOMER SERVICES at INTERGLOBE AVIATION LIMITED. "Indigo Airlines"
Amruta DeshpandeAmruta Deshpande
Senior Cabin Attendant at Interglobe Aviation Ltd (Indigo Airlines)Senior Cabin Attendant at Interglobe Aviation Ltd (Indigo Airlines)
Ram Kumar ElumalaiRam Kumar Elumalai
SERVICE COMMISSIONING SPECIALIST-LV/MV DRIVES at GE POWER CONVERSION INDIA PVT LTDSERVICE COMMISSIONING SPECIALIST-LV/MV DRIVES at GE POWER CONVERSION INDIA PVT LTD
Sumaiga SugunesanSumaiga Sugunesan
Analyst Data Steward at AstraZenecaAnalyst Data Steward at AstraZeneca