BASIL SAJU
Abu Dhabi
Summary
Detail-oriented and customer-focused Customer Service Agent with 5 years of experience in the Aviation industry. Proven ability to handle multiple customer accounts simultaneously, providing excellent service to third-party clients through phone, email, and fax. Skilled in achieving Key Performance Indicators and maintaining high call quality. Fluent in English, with strong communication and sales skills. Adept at managing priority issues to ensure customer satisfaction. Basic knowledge of Microsoft Office. Seeking to contribute to the growth and success of Dnata Travel's outsourcing business.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Holidays Supervisor
Flywell Tours
03.2023 - 06.2024
- Devised and implemented optimized travel packages, enabled customer journey optimization through personalized consultations and research using data analytics and travel industry trends successfully achieved a 45% increase in average customer satisfaction score
- Handled customer inquiries and complaints through telephone and email
- Resolve guest complaints and issues efficiently, maintaining a high ensuring customer satisfaction rate and positive feedback
- Managed a team of junior consultants, providing training and guidance to ensure exceptional customer service
- Maintained high call quality standards through regular monitoring and feedback sessions
- Conducted regular follow-ups with guests to ensure their needs were met and to encourage repeat business.
Customer Service Agent
Qatar Aviation Services (Under Compass Catering Services)
05.2022 - 02.2023
- Perform a wide range of services in airport including guest baggage handling, check-in, boarding operations, and screening tickets or boarding passes
- Assist guests with connecting flights by providing complete and timely information and provide dedicated support to customers, on a wide range of generic services and ensuring compliance to regulations and risk mitigation
- Coordinate with various departments to ensure smooth operations and excellent service delivery
- Provided exceptional customer service at check-in, transfer desks, special services, and boarding gates, adhering to set service standards and procedures
- Collaborated with airline staff, TSA agents, and ground crews to optimize flight schedules, minimize delays, and maintain on-time departures.
Airport Operations and Customer Service Executive
Indigo Airlines
10.2018 - 04.2022
- Provided exemplary customer service by assisting passengers with check-in, boarding operation, and baggage handling, ensuring a positive travel experience and collaborate with handling agents to support and execute handling operations, ensuring timely delivery of services
- Serve as the primary point of contact for VIP guests, ensuring all requests and needs are met promptly and professionally
- Lead a team of Customer service agents, providing on the job training and support to maintain a high standard of service delivery
- Coordinated and executed efficient ground operations, including aircraft marshalling and gate assignments, resulting in on-time departures and arrivals
- Proactively perform a wide range of assigned and emerging activities to ensure compliance with the established standards and procedures and high level of customer service.
Education
Diploma in Aviation Management -
Cochin International Aviation Services Limited Academy
01.2017
Bachelor's Degree in Commerce -
Newman College
01.2017
Skills
- Customer Service
- Contact Center Operations
- Multitasking
- Quality Assurance and Monitoring
- Call and Case Logging
- Microsoft Office (Word, Excel, Outlook)
- Sales and Upselling Techniques
- Fluent in English (Spoken & Written)
- Professional Telephone Etiquette
Certification
Passenger Handling Course, Qatar Aviation Services, 2022
Timeline
Holidays Supervisor
Flywell Tours
03.2023 - 06.2024
Customer Service Agent
Qatar Aviation Services (Under Compass Catering Services)
05.2022 - 02.2023
Airport Operations and Customer Service Executive
Indigo Airlines
10.2018 - 04.2022
Diploma in Aviation Management -
Cochin International Aviation Services Limited Academy
Bachelor's Degree in Commerce -
Newman College
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