Sita bag manager
Aswin Nocholi
Airline professional
Kozhikode
Summary
Experienced and customer-focused professional with over 6 years of successful track record in facilitating airline ground operations at regional and international airports. Demonstrating the ability to work independently and collaboratively as part of a team, consistently utilizing proven leadership skills to exceed high customer service benchmarks and maintain the organization's reputation for excellence. Expertise lies in motivating front-line ramp service professionals to enhance customer ratings, minimize complaints, and maximize overall satisfaction and safety.
Overview
6
6
years of professional experience
5
5
Languages
Work History
LOADING OFFICER
SAUDI GROUND SERVICES (SGS)
01.2024 - Current
- Lead and supervise a team of baggage service agents to ensure all baggage handling activities are carried out efficiently,safely and in compliance with operational standards
- monitoring and manage the timely sorting and processing of baggage,ensuring on time deliver of both arrival and departure flight.
- implementing safety protocols by conducting regular briefing and performing safety audits to ensure team members adhere to safe working practices.
- proactively resolve operational issues and ensuring corrective actions are taken promptly.
- Increased awareness and preparedness for potential threats by developing comprehensive training materials for new recruits.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.
- Improved department efficiency by streamlining and implementing policies and processes.
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
SENIOR CUSTOMER SERVICE EXECUTIVE
AIRINDIA SATS
01.2022 - 12.2023
- Making sure that baggage handling operations follow the standard operating procedure and are able to meet established standards
- Achieved high levels of first-contact resolution by empowering team members with the necessary knowledge base to address diverse client concerns effectively.
- Attending to customer complaints regarding delayed, lost and damaged baggage
- Ensuring all baggage file information is complete and accurate in the computerized baggage tracing system, updating the file when applicable
- Amending existing files with baggage status in a timely manner and pursuant to company policy
- Assist customers with damaged and pilferage bags, lost and found and loss or delay of assistive devices
- Process baggage refunds and interim expenses
- Ensuring timely dispatch of baggage to meet established baggage handling standards
- Act as a mentor to a team member
- Responsible for ensuring timely counter closure and flight closure
- Responsible for handling passengers who report late
- Assist customers with special needs and quickly address their needs
- creation and closing of AHL/OHD/DPR
- Resolved customer complaints
- Following security procedures
- Answered multi-line phones and used active listening skills to assess customer issues and challenges.
- Improved customer satisfaction by addressing and resolving complex customer inquiries promptly and accurately.
- Managed escalated customer issues with diplomacy and professionalism, often turning challenging situations into positive outcomes.
- Managed a high-performing team of customer service representatives, ensuring consistent delivery of exceptional service to passenger.
- Oversaw the implementation of CRM software, streamlining processes and improving accuracy in tracking passenger interactions.
- Conducted regular audits on CSR interactions to ensure adherence to company standards while recommending areas for improvement.
Customer Service Executive
JET AIRWAYS INDIA PVT LTD
05.2015 - 01.2019
- Monitoring and ensuring all operations are carried out as per company policies and procedure
- Always meet safety standards and goals
- Training and briefing of team
- Announced and provided information on arrival and departure times, boarding procedures, gate changes
- Assisted customers with special needs and quickly addressed and resolved customer complaints
- Responsible for ensuring timely counter closure and flight closure
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Educated customers about new product, online services and procedures.
Education
Bachelor Of Business Administration -
CALICUT UNIVERSITY
Kozhikode, India 01.2013 - 01.2014
Skills
Time management
Accomplishments
- Award received - Customer Service Guru
- Received several appreciations from the passengers by way of emails to airport managers
Personal Information
- Passport Number: Y9879635
- Date of Birth: 01/27/1991
- Nationality: Indian
Software
World tracer
Sabare
Amadeus
Timeline
LOADING OFFICER
SAUDI GROUND SERVICES (SGS)
01.2024 - Current
SENIOR CUSTOMER SERVICE EXECUTIVE
AIRINDIA SATS
01.2022 - 12.2023
Customer Service Executive
JET AIRWAYS INDIA PVT LTD
05.2015 - 01.2019
Bachelor Of Business Administration -
CALICUT UNIVERSITY
01.2013 - 01.2014
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