Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Interests
Timeline
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Bhimraj Ezhilmani

Bhimraj Ezhilmani

Senior Customer Service Professional
Chennai

Summary

Knowledgeable and dedicated senior customer service professional with 13+ years of extensive experience in Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

15
15
years of professional experience
5
5
years of post-secondary education
2
2
Languages

Work History

Senior Travel Consultant (Freelance)

Deccan Air Services
Chennai
06.2022 - Current
  • Provided complex travel consultation to the customers with demonstrated knowledge of Domestic and International travel.
  • Have handled all aspects of customer enquiries through emails and calls including airline, hotel, car rental reservations, group tours and Cruise travel.
  • Processed ticket exchanges and refunds of airline tickets based on customer request and have assisted them with the international travel requirements including passports, visas and currency.
  • Maintained regular communication with the customer before departures to provide updated travel information including flight delays and earlier flight availability.
  • Used Microsoft Word and other software tools to create documents and other communications.
  • Handled 20-30 calls per day to address customer inquiries and concerns.

Proprietor

Angel Foods
Chennai
09.2020 - 05.2022
  • Introduced new methods, practices and systems to reduce turnaround time.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Studied market to determine optimal pricing of goods and capitalize on emerging opportunities.
  • Grew business by developing business plans, hiring staff and obtaining initial investments.
  • Evaluated suppliers to maintain cost controls and improve operations.
  • Provided customer service on accounts and resolved problems.
  • Developed and managed relationships with vendors and suppliers.
  • Coached, counseled and disciplined employees.
  • Devised and deployed sales and marketing tactics to drive strategic growth and support achievement of revenue goals.
  • Trained and coached new and existing employees to boost staff productivity.
  • Capitalized on social media platforms to increase market awareness.
  • Trained and motivated employees to perform daily business functions.
  • Prepared bank deposits and handled business sales, returns and transaction reports.
  • Oversaw business budget planning and administration, accounting functions, purchasing and bi-weekly payroll to handle financial needs.
  • Achieved sales goals and increased revenue and profits through productive strategy development and organizational leadership.

Senior Executive (Customer Support)

Goomo Orbit Corporate and Leisure
Chennai
02.2020 - 08.2020
  • Provided complex travel consultation to the customers with demonstrated knowledge of Domestic and International travel.
  • Have handled all aspects of customer enquiries through emails and calls including airline, hotel, car rental reservations, group tours and Cruise travel.
  • Processed ticket exchanges and refunds of airline tickets based on customer request and have assisted them with the international travel requirements including passports, visas and currency.
  • Maintained regular communication with the customer before departures to provide updated travel information including flight delays and earlier flight availability.
  • Used Microsoft Word and other software tools to create documents and other communications.
  • Handled 20-30 calls per day to address customer inquiries and concerns.
  • Employed comprehensive benchmarks to establish and monitor customer service standards.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Corresponded with delinquent customers to collect payments and make billing arrangements.
  • Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Senior Customer Sales Support

Emirates Airlines
Chennai
03.2014 - 02.2020
  • Worked flexible hours across night, weekend and holiday shifts.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Carried out day-to-day duties accurately and efficiently.
  • Actively listened to customers, handled concerns quickly and escalated major issues to manager.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.
  • Participated in team-building activities to enhance working relationships.
  • Handled 40-50 calls per day to address customer inquiries and concerns.
  • Used Microsoft Word and other software tools to create documents and other communications.
  • Led projects and analyzed data to identify opportunities for improvement.
  • Created plans and communicated deadlines to complete projects on time.
  • Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Conducted research, gathered information from multiple sources and presented results.
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
  • Served customers with knowledgeable, friendly support at every stage of business.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Attended monthly sales meetings and quarterly sales trainings.
  • Negotiated prices, terms of sales and service agreements.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
  • Contributed to event marketing, sales and brand promotion.
  • Met with customers to discuss and ascertain needs, tailor solutions and close deals.
  • Built and cultivated long-term quality relationships with clients by addressing needs and providing superior customer service.
  • Built relationships with customers and community to promote long term business growth.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Presented professional image consistent with company's brand values.
  • Provided the sales manager and the sales team with the necessary market intelligence reports through Sales Force and Highlighted the opportunities to improve yields and market share.


Customer Service Sales Coordinator

Jet Airways
Chennai
10.2010 - 03.2014
  • Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty.
  • Communicated client satisfaction trends and product usage to marketing, sales and product development groups.
  • Obtained referrals with existing clients to generate new business, boosting overall sales.
  • Exceeded call monitoring expectations through accurate reporting and processing.
  • Delivered superior customer service to retain existing customers and attract future customers.
  • Determined customer needs and interests to recommend products to customers.
  • Answered and directed calls to manage customer accounts, respond to service queries and cancel accounts.
  • Built client list and strengthened customer relationships through consistent communication via phone and internet.
  • Built strong relationships with clients by following up on previous purchases and suggesting new destinations
  • Used Sabre platform to generate quotes and proposals for customers.
  • Managed assigned Customer Service with integrity and ethical business practices, and in accordance with policies and procedures. Provides support for other departments and branches as needed.
  • Gratified and astonished customers with service excellence. Developed results-oriented customer service strategies. Manages daily operations to meet department and company objectives, and pursues business opportunities beyond customer requests.
  • Expands product knowledge utilizing all available sources. Keeps self-current regarding industry trends.
  • Interacts effectively and professionally with others and able to initiate, establish and maintain highly effective relationships with internal and external business contacts of various cultures.
  • Detailed and thorough in work habits with multi-tasking ability. Able to communicate with people at all levels.
  • Strong analytical, problem solving, negotiation, organizational and teaching skills.
  • Works with minimum supervision and makes independent judgments. Accurate, thorough, and timely reports.
  • Flexible to meet the changing needs of the business and willingness to take on new responsibilities and assignments.
  • As a Customer Service Specialist, have dealt sophisticated issues quickly and effectively.
  • Handle all aspects of reservations, ticketing, check-in, seat assignment, passenger boarding, and baggage service.
  • May handle cash, checks, credit cards, and travel vouchers as forms of payments for tickets.
  • Communicated to customers when a flight has been delayed or cancelled and worked to re-accommodate them according to company policy.
  • Provided current and accurate fare, schedule, gate, flight arrival and departure information, as well as answered general inquires both in-person and over the telephone.
  • Identify opportunities to improve customer experience and increase satisfaction.
  • Maintain positive customer relations at all times by using good judgment and the ability to multi-task.
  • Remains updated with all current policies and procedures and provides resolution within the Care support boundaries.

Education Sales Representative

Avalon Aviation Academy
Chennai
02.2009 - 10.2010
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Demonstrated products and specific features at customer locations and special events.
  • Used consultative sales approach to understand and meet customer needs.
  • Connected customers with services based on individual needs and vendor capabilities.
  • Achieved monthly sales goals by promoting product benefits and enrolling new clients.
  • Pursued existing and potential customers by phone, email and text message to generate leads and close sales.
  • Promoted high level of customer satisfaction using strong relationship-building skills, consistent follow-up and prompt issue resolution.
  • Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
  • Built professional sales presentations to promote services to groups of potential customers.
  • Implemented brand marketing and sales campaigns.
  • Assisted clients throughout sales process and provided after-sales support to assess satisfaction and resolve problems.
  • Resolved issues efficiently and enhanced customer satisfaction ratings.
  • Set up appointments with potential and current customers to promote new products and services.
  • Worked to develop network by identifying and pursuing new leads, attending industry events and building rapport with clients.
  • Monitored competitor activities and innovations to stay ahead and proactively adjusted strategies.
  • Boosted brand awareness, implemented promotional campaigns and employed sales tactics as part of territory development.

Customer Service Assistant

Jet Lite / Jet Airways
Chennai
12.2007 - 11.2008
  • Managed assigned Customer Service with integrity and ethical business practices, and in accordance with policies and procedures. Provides support for other departments and branches as needed.
  • Gratified and astonished customers with service excellence. Developed results-oriented customer service strategies. Manages daily operations to meet department and company objectives, and pursues business opportunities beyond customer requests.
  • Expands product knowledge utilizing all available sources. Keeps self-current regarding industry trends.
  • Interacts effectively and professionally with others and able to initiate, establish and maintain highly effective relationships with internal and external business contacts of various cultures.
  • Detailed and thorough in work habits with multi-tasking ability. Able to communicate with people at all levels.
  • Strong analytical, problem solving, negotiation, organizational and teaching skills.
  • Works with minimum supervision and makes independent judgments. Accurate, thorough, and timely reports.
  • Flexible to meet the changing needs of the business and willingness to take on new responsibilities and assignments.
  • As a Customer Service Specialist, have dealt sophisticated issues quickly and effectively.
  • Handle all aspects of reservations, ticketing, check-in, seat assignment, passenger boarding, and baggage service.
  • May handle cash, checks, credit cards, and travel vouchers as forms of payments for tickets.
  • Communicated to customers when a flight has been delayed or cancelled and worked to re-accommodate them according to company policy.
  • Provided current and accurate fare, schedule, gate, flight arrival and departure information, as well as answered general inquires both in-person and over the telephone.
  • Identify opportunities to improve customer experience and increase satisfaction.
  • Maintain positive customer relations at all times by using good judgment and the ability to multi-task.
  • Remains updated with all current policies and procedures and provides resolution within the Care support boundaries.

Education

Bachelor of Science - Hotel Management & Tourism

Institute Of Hotel Management & Catering Technolog
Taramani, Chennai
06.2004 - 04.2007

High School Diploma -

Little Oxford Matriculation Hr Sec School
Chennai
06.2002 - 04.2004

Skills

    Decision-Making

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Accomplishments

  • Collaborated with team of 15 in the development of New Sales Support communication system for Emirates Airlines and have been appointed as a South India Coordinator.

Software

Sales Force

MS Office

Amadeus

Interests

Reading books and Blogging

Timeline

Senior Travel Consultant (Freelance)

Deccan Air Services
06.2022 - Current

Proprietor

Angel Foods
09.2020 - 05.2022

Senior Executive (Customer Support)

Goomo Orbit Corporate and Leisure
02.2020 - 08.2020

Senior Customer Sales Support

Emirates Airlines
03.2014 - 02.2020

Customer Service Sales Coordinator

Jet Airways
10.2010 - 03.2014

Education Sales Representative

Avalon Aviation Academy
02.2009 - 10.2010

Customer Service Assistant

Jet Lite / Jet Airways
12.2007 - 11.2008

Bachelor of Science - Hotel Management & Tourism

Institute Of Hotel Management & Catering Technolog
06.2004 - 04.2007

High School Diploma -

Little Oxford Matriculation Hr Sec School
06.2002 - 04.2004

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Bhimraj Ezhilmani Senior Customer Service Professional