ASHWINI GHORE
Mumbai,India
Summary
Customer Service Representative with a strong focus on delivering exceptional customer care and satisfaction. Demonstrated expertise in building and sustaining effective communication and relationships with clients. Proven track record of resolving issues efficiently and enhancing customer experiences.
Overview
2027
2027
years of professional experience
Work History
Sr. Customer Executive
Supersoft Avlon
Mumbai, India
05.2026 - 06.2026
- Getting Slots approved for a Non-Scheduled flight operating from the airport authority.
- Checking for NOTAM/Watch hour at station.
- Coordinating with airport authority and clearing off all the necessary airport changes before the flight takeoff.
- Coordinating with stations and setting it up as per customer request e.g fuel, vehicle, catering, cleaning etc...
- Coordinating with crew and arranging their transport.
- Coordinating with ATC tower for FIC and ADC of the flight before the departure of flight and passing on the information to the station and crew.
- Informing station regarding Arrival and Departure of aircraft and sharing passenger and crew manifest.
- Coordinating with the stafff at airport for smooth arrival and departure of the flight.
Consultant- SOBO/Customer Service
Raymond Realty
Mumbai, India
12.2025 - 04.2026
- Understanding customer needs as per their journey by being their confidant via telephonic calls or by personal meetings at various sites in south Bombay (SOBO) and understanding their needs, queries or complaints and addressing them or guiding them.
- Understanding the need and necessity of staff training(if any) informing the same to the management.
- Making the customer report as per journey and informing management about same for the the better improvement of the company.
Supervisor/Sr. Customer Service Executive
Akasa Air
Mumbai
10.2022 - 03.2024
- Addressed passenger queries, complaints, and suggestions to enhance satisfaction.
- Resolved baggage issues, including swaps, damages, and losses to maintain service quality.
- Provided VIP/UMNR meet-and-assist services during arrivals and departures.
- Coordinated flight operations from departure to arrival, ensuring seamless passenger experience.
- Communicated flight details to departments for timely departures.
- Managed check-in counter closures in alignment with SOPs.
- Guided junior colleagues, addressing queries per company SOPs.
- Monitored daily cash settlements and compiled delay reports for operational clarity.
Sr. Load Control Officer
Jet Airways Pvt LTD
Mumbai
04.2011 - 07.2019
- Monitored and calculated aircraft loads to ensure precise cargo hold placement, enhancing operational safety.
- Updated colleagues on email communications through departmental briefings and information sharing.
- Managed the allocation of serviceable seats to ensure passenger comfort during flights. to prevent discomfort, coordinating with relevant departments.
- Processed updates for aircraft registrations in compliance with regulatory standards.
- Planned zero fuel weights for domestic and international flights per company SOP.
- Coordinated flight loading and communicated details to respective stations and Ramp Officers.
- Informed dispatch stations of flight adjustments, optimising fuel uplift in accordance with captain requirements.
- Prepared Load and Trim sheets for ATR, Boeing, Airbus, 777, and Max aircrafts.
Sr. Customer Service Executive
GoAir Pvt LTD
Mumbai
04.2006 - 03.2011
- Managed operational procedures for Go-Air flights from departure to arrival.
- Addressed passenger inquiries, complaints, and suggestions effectively.
- Facilitated access to airport services like Wi-Fi, prams, and wheelchairs.
- Oversaw sales at airport reservation counter to optimize passenger experience.
- Prepared load and trim sheets for Airbus A-320 for operational accuracy.
- Reported to Duty Manager promptly at Bombay Airport.
- Closed check-in counters on schedule to ensure timely departures.
- Processed flight manifest details for smooth operational transitions.
Customer Service Trainee
GoAir PVT LTD
Mumbai
- Handling passenger queries and Refund department.
- Handling passenger complaints, queries & providing for the same via e-mails as well as telephonic conversation and resolving the matter at the earliest for the best satisfaction of the passenger and for the betterment of the company.
- Investigating into the fraudulent and cheating cases and informing the same to the concerned Airport to help them for tracking down the fraud.
- Help the concerned airport by providing the exact details of the booking made (fraudulent case) by providing the details required.
- Making an investigation into multiple swipe cases made by passenger by default and bringing it to their knowledge.
- Help the concerned Airport as well as passenger in canceling multiple booking made and refunding the money back to them as per the mode of payment made.
- Maintaining the refund log for cash, credit/debit card and travel agent account.
- Providing the Cash, Credit/Debit Card and travel Agent refunds as per investigation.
- Maintaining record for the Refund made through Demand Draft or Cheque.
- Attending to the queries and complaints of the guests and Travel agents through online, telecommunication as well as personal meeting's.
Education
Bachelor of Commerce -
Mumbai University
Mumbai10.2005
S.S.C -
India Modern School
Mumbai03.1998
H.S.C -
M.L.Dahanukar College Of Commerce
Mumbai02.2001
Skills
- Decision Making
- Problem solving
- Time management
- Communication skills
- Pressure resilience
- Customer service and relations
- Team leadership
- Operational efficiency
Languages
English
Hindi
Marathi
Hobbies and Interests
Reading And Listening to Music
Personal Information
- Date of birth: 1981-05-23
- Nationality: Indian
Timeline
Sr. Customer Executive
Supersoft Avlon
05.2026 - 06.2026
Consultant- SOBO/Customer Service
Raymond Realty
12.2025 - 04.2026
Supervisor/Sr. Customer Service Executive
Akasa Air
10.2022 - 03.2024
Sr. Load Control Officer
Jet Airways Pvt LTD
04.2011 - 07.2019
Sr. Customer Service Executive
GoAir Pvt LTD
04.2006 - 03.2011
Customer Service Trainee
GoAir PVT LTD
Bachelor of Commerce -
Mumbai University
S.S.C -
India Modern School
H.S.C -
M.L.Dahanukar College Of Commerce