Passenger/Customer Service Agent
Singapore Airlines
Balkrishna Gajanan Parab
Mumbai
Summary
Customer-focused professional with over 8 years’ experience in facilitating airline ground operations at an airport that handles 50 Million passengers yearly. Accomplished in enhancing airline operations through process improvement, internal audits, and staff development. History of success in de-escalating customer issues, enhancing customer experiences and satisfaction, and uniting teams to deliver exceptional service. Looking to take the next career step in customer service, committed to elevating customer experiences.
Work History
Customer Service Associate
Singapore Airlines
Duty Officer
Celebi Ground Handling
02.2024 - Current
- Ensure remarkable airline and hospitality customer service experience
- Maintain contact with airlines and client representatives
- Responsible for monitoring departures and Arrival
- Overseeing staff, or coordinating with other departments. Promote safety and Security standards. Maintain accurate records and reports
Passenger/Customer Service Agent
Dnata Emirates group
- 12.2023
Education
Bachelor of Commerce - Accounting And Business Management
Mumbai University
06.2014
Skills
- Team Development
- Strategic sales knowledge
- Prioritization
- Microsoft Office
Accomplishments
- Received multiple positive feedbacks from the reputed passengers, the copies of which are preserved with me.
- Received the certificate of “Star of the Month” for December 2016.
- Received the certificate of “Outstanding Compliment” for several months in the year 2016-17.
- Received the certificate of “Good Coordinator in the year 2020-21.
Knowledge And Skills
Operations Management | Customer Service | Conflict Resolution and De-escalation | Process Improvement | Team Leadership | Teamwork & Collaboration | Excel and MS Word Proficiency. Ticketing & airline reservation software | Accuracy of Transaction. Proficient with Carrier specific in Check-in and Boarding procedures. Familiarity with Ticket and baggage tag printing equipment’s and weighing passenger baggage. Amazing ability to work under stressful circumstances. Execute good attitude and customer service. Flexibility in working hours and professionals outlook towards the job. Excellent time management and prioritizing skills. Strong verbal and oral communications. Proficient in Microsoft Office, web-based applications, Airline Customer Management system & CRM. Acquired rich knowledge in check-in systems like Altea.
Languages
English, Hindi, and Marathi
Educational Certification
- SSC, 2007, Maharashtra Board
- HSC, 2010, SPDT (Mumbai University)
- T.Y bom, 2014, Mumbai University
Responsibilities And Job Specification
Greet customers warmly and provide them with concise, clear, and courteous up to date flight information including direction assistance. Verify the validity of passenger’s documentations, with respect to immigration and security requirements. Handle all seating arrangements, rebooking tickets, and other traveling accommodations. Ensure all passengers are asked the relevant security questions in accordance with DGCA Directives. Handle excess luggage and collect excess payment. Identify those with special needs by helping them with wheelchair, porters and ensure priority check-ins for them. Make special arrangements & requirements for VVIP, HCIP & GOVT officials. Provide a proactive service to passengers prior to check-in such as, managing queues, removing old baggage tags etc. Meet the Arrival and disembark the baggage of passengers. Get passengers through check points and to terminals quickly and safely. Assist disrupted passengers in accordance with Team Leaders instructions and with reference to the Carrier disruption procedures. Responsible for monitoring departures and making public announcements in that regard. Complete pre-boarding checking procedures before passengers aboard the aircraft. Control the gates by boarding confirmed ticketed passengers on aircraft. Administer matching manifest to on-board count. Handle denied boarding passengers, staff passengers, families, code share passengers. Maintain contact with airlines and client representatives. Ensure remarkable airline and hospitality customer service experience.
Personal Information
- Date of Birth: 03/17/92
- Gender: Male
- Nationality: Indian
- Marital Status: Married
playing chess
Chess is one of the oldest and most popular board games. It is played by two opponents on a checkered board with specially designed pieces of contrasting colours, commonly white and black. The objective of the game is to capture the opponent's king.
Timeline
Duty Officer
Celebi Ground Handling
02.2024 - Current
Passenger/Customer Service Agent
Singapore Airlines
Customer Service Associate
Singapore Airlines
Passenger/Customer Service Agent
Dnata Emirates group
- 12.2023
Bachelor of Commerce - Accounting And Business Management
Mumbai University
Similar Profiles
NOORI JANGNOORI JANG
Cabin Crew at Singapore AirlinesCabin Crew at Singapore Airlines
Ching-Perng (Jennifer) WangChing-Perng (Jennifer) Wang
Flight Attendant at Singapore AirlinesFlight Attendant at Singapore Airlines
Khairulfadly Bin Sunari RadenKhairulfadly Bin Sunari Raden
Flight Attendant at Singapore AirlinesFlight Attendant at Singapore Airlines