BHUPENDRA SINGH YADAV
Lucknow
Summary
With a proven track record of successfully leading teams to enhance efficiency and customer satisfaction, my biggest career achievement lies in my ability to drive results. Proficient in Microsoft Office, critical thinking, and maintaining safety compliance, eager to bring expertise to an organization dedicated to delivering superior service and operational excellence.
Overview
6
6
years of professional experience
10
10
years of post-secondary education
10
10
Certifications
2
2
Languages
Work History
Duty Supervisor
Air India Ltd.
04.2023 - Current
- Company Overview: Airlines
- Resolved 200 customer inquiries per week, maintaining a resolution success rate of 95%
- Contributed to a 10% improvement in loyalty program enrollment by driving awareness through excellent service
- Pitched and executed a project to improve signage at check-in areas, enhancing navigation for travelers
- Assisted with the training of new hires, helping to shorten the average training period by 2 days
- Responsible for providing effective and efficient assistance to Air India passengers within the airport premises – Both International and Domestic Passengers
- Directed the swift resolution of service-related problems by closely aligning with relevant teams, minimizing service disruptions by 50%, and ensuring timely resolution within a 24-hour time frame
- Assist passengers as needed on arrival, including support for passengers with special needs such as unaccompanied minors(UM), VIP GUEST, and passengers needing wheelchairs
- Airlines
- Customer Satisfaction Champion: Boosted customer satisfaction by 15% through implementing a new feedback loop at Indigo Airlines
- Operational Efficiency Award: Recognized for improving gate operations efficiency by 10%, directly impacting on-time departures
- Innovative Solutions Provider: Successfully launched a project to enhance the lost luggage claim process, recovering numerous items for our customers
AOCS (Customer Service)
Interglove aviation Pvt Ltd
04.2023
- Company Overview: INDIGO AIRLINES
- Trained and mentored a team of 20 agents, increasing team performance metrics by 30%
- Facilitated a seamless introduction of new self-service kiosks, cutting average wait times by 7 minutes
- Managed crisis situations, ensuring 90% customer retention rate following resolution of travel disruptions
- Negotiated with service providers to enhance Net Promoter score, improving customer ratings by 20%
- Implemented a recognition program that boosted employee morale and reduced staff turnover by 15%
- INDIGO AIRLINES
Customer Service Supervisor
UP POLICE DIAL 100
01.2019 - 12.2019
- Led a team of 30 customer service agents, improving team efficiency by 25% through targeted coaching and process optimization
- Implemented a customer feedback loop that led to a 15% increase in customer satisfaction scores over a 6-month period
- Collaborated with cross-functional teams to streamline gate operations, resulting in a 10% increase in on-time departures
- Spearheaded the adoption of a new ticketing system, reducing check-in times by 5 minutes per passenger
- Orchestrated employee participation in safety training programs, achieving a 20% reduction in workplace incidents
- Championed an initiative to enhance the lost luggage claim process, recovering 500 items for customers within the first quarter of implementation
Education
High School -
New Public School
Lucknow, India 04.2012 - 04.2013
Intermediate -
New Public School
Lucknow 04.2014 - 04.2015
Bachelor of Science -
Swami Vivekanand Subharti University
01.2016 - 01.2019
Bachelor of Education - undefined
University of Lucknow
01.2019 - 01.2021
Master of Science - undefined
Ram manohar Lohia university
01.2021 - 01.2023
Diploma of Computing - undefined
UPDESCO
01.2018 - 01.2019
Skills
Operational Excellence
Certification
Certified Customer Service Professional
Accomplishments
- Boosted customer satisfaction by 15% through implementing a new feedback loop at Indigo Airlines.
- Recognized for improving gate operations efficiency by 10%, directly impacting on-time departures.
- Successfully launched a project to enhance the lost luggage claim process, recovering numerous items for our customers.
Extra-Curricular Activities
ACHIEVEMENTS & AWARDS
1-All India Best "Pilot" in AIVSC 2017 at Jodhpur. (12 Hours of Flying Experience)
2- Chief Minister Silver Medalist Winner
3- NCC "C" Certificate with "A" grade (5 UP Air NCC)
4- UP Best Cadet Gold Medalist 2018 in NCC.
5-Certificate of Training at "Air Force Academy " Dundigal.
6- National Level Cyclist.
7-Ultra Marathon Runner.
8- Zonal Level Yoga Player.
9- Position Held as "School Head Boy".
10-Cadet Under officer ( NCC unit senior).
11-Sports Captain in Collage.
12- Certificate of achievements in various sports and fitness activities
13- NCC ALUMNI UP HEAD
Timeline
Duty Supervisor
Air India Ltd.
04.2023 - Current
AOCS (Customer Service)
Interglove aviation Pvt Ltd
04.2023
Master of Science - undefined
Ram manohar Lohia university
01.2021 - 01.2023
Customer Service Supervisor
UP POLICE DIAL 100
01.2019 - 12.2019
Bachelor of Education - undefined
University of Lucknow
01.2019 - 01.2021
Diploma of Computing - undefined
UPDESCO
01.2018 - 01.2019
Bachelor of Science -
Swami Vivekanand Subharti University
01.2016 - 01.2019
Intermediate -
New Public School
04.2014 - 04.2015
High School -
New Public School
04.2012 - 04.2013
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