Aslam Muhamed M
Aviation/Airline/Customer Service/security/Operations
Trivandrum
Summary
Proven leader in enhancing operational efficiency and customer satisfaction at Agile-Indigo-Interglobe Aviation Limited, with expertise in Operations Management and Interpersonal Communication. Excelled in staff development and stakeholder relationship building, significantly improving strategic alignment and team productivity. Skilled in navigating fast-paced environments, demonstrating adaptability and a results-driven approach.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
Work History
Senior Executive Security
Agile- Indigo- Interglobe Aviation Limited
10.2022 - Current
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Defined clear targets and objectives and communicated to other team members.
- Strengthened stakeholder relationships with regular communication, resulting in improved alignment on strategic initiatives.
- Proved successful working within tight deadlines and afast-paced environment.
- Strengthened communication skills through regular interactions with others.
- Worked effectively in fast-paced environments.
- Gained extensive knowledge in data entry, analysis and reporting.
- Developed strong communication and organizational skills through working on group projects.
- Developed and maintained courteous and effective working relationships.
- Skilled at working independently and collaboratively in team environment.
- Hired new staff to drive operation growth.
- Recruited, interviewed and hired employees and implemented mentoring program for team.
Senior Executive Customer Service
Indigo -InterGlobe Aviation Limited
04.2022 - 10.2022
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Applied effective time management techniques to meet tight deadlines.
- Developed and maintained courteous and effective working relationships.
- Strengthened communication skills through regular interactions with others.
- Managed time efficiently in order to complete all tasks within deadlines.
- Learned and adapted quickly to new technology and software applications.
- Proven ability to learn quickly and adapt to new situations.
Customer Service Executive
Indigo -InterGlobe Aviation Private Ltd
04.2016 - 03.2022
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Coached and mentored junior team members, contributing to their professional growth and development.
- Increased efficiency and team productivity by promoting operational best practices.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Trained staff on operating procedures and company services.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Delivered prompt service to prioritize customer needs.
- Trained new personnel regarding company operations, policies and services.
- Acted as team leader in group projects, delegating tasks and providing feedback.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Managed time efficiently in order to complete all tasks within deadlines.
- Self-motivated, with strong sense of personal responsibility.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business
Customer Service Agent
AI SATS
04.2012 - 01.2015
- Investigated and resolved customer inquiries and complaints quickly.
- Answered constant flow of customer calls with minimal wait times.
- Maintained up-to-date knowledge of product and service changes.
- Implemented and developed customer service training processes.
- Trained staff on operating procedures and company services.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided primary customer support to internal and external customers.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer account discrepancies and concerns.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Identified issues, analyzed information and provided solutions to problems.
- Self-motivated, with strong sense of personal responsibility.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences
Education
Master Of Business Administration - Human Resources Management
MG University
Kerala 06.2013 - 07.2015
Bachelor Of Commerce - Accounting
University of Kerala
Kerala 06.2007 - 07.2010
Skills
Procedure Implementation
Operations Oversight
Office Administration
Cost Control
Negotiation and Conflict Resolution
Scheduling and Coordinating
Professional and Courteous
Onboarding and Orientation
Interpersonal Relations
Problem-solving aptitude
Relationship Building
Team Collaboration
Travel Coordination
Human Resources Management
Office Management
Policy Development
Staff Management
Operations Management
Customer Service
Adaptability
Decision-Making
Effective Communication
Performance Tracking and Evaluation
Negotiation
Team Development
Time Management
Teamwork and Collaboration
Problem-Solving
Basic avsec qualified Airline professional
Basic avsec- Dec 2023
IATA UFTAA- 2007
Timeline
Senior Executive Security
Agile- Indigo- Interglobe Aviation Limited
10.2022 - Current
Senior Executive Customer Service
Indigo -InterGlobe Aviation Limited
04.2022 - 10.2022
Customer Service Executive
Indigo -InterGlobe Aviation Private Ltd
04.2016 - 03.2022
Master Of Business Administration - Human Resources Management
MG University
06.2013 - 07.2015
Customer Service Agent
AI SATS
04.2012 - 01.2015
Bachelor Of Commerce - Accounting
University of Kerala
06.2007 - 07.2010