Bianca Dsilva
Mumbai
Summary
Multilingual Flight Attendant experienced in delivering outstanding customer service and enhancing passenger experiences. Achieved operational efficiency through effective team coordination and clear communication while managing customer interactions and resolving inquiries. Committed to ensuring passenger safety and comfort through expertise in pre-flight safety checks and emergency response protocols.
Overview
3
3
Languages
9
9
years of professional experience
Work History
Collections Specialist I
J.P. Morgan Chase & Co
Mumbai
11.2024 - Current
- Managed Chase delinquent accounts through outbound collection calls and account review.
- Negotiated payment arrangements with customers following J.P. Morgan Chase policies.
- Developed relationships with debtors to encourage timely payments while providing excellent customer service.
- Resolved billing disputes and customer inquiries with professionalism.
- Updated collection notes in Chase systems with clear account activity details.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
Cabin Attendant
Interglobe Aviation LTD.
Mumbai
02.2022 - 06.2024
- Streamlined boarding process by greeting passengers and directing them to seats for efficient aircraft entry.
- Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
- Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
- Served beverages and food items from refreshment carts and provided information about in-flight offerings for passengers.
- Resolved passenger inquiries and addressed issues during flights to ensure satisfaction and comfort.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Assisted passengers with disabilities by providing wheelchairs and supporting throughout the airport to provide excellent customer service.
Customer Service Representative
Concentrix India Pvt. Ltd. Mumbai
Mumbai
11.2020 - 03.2022
- Answered a constant flow of customer calls with minimal wait times.
- Addressed customer inquiries about products, services, and company information to enhance satisfaction.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Diagnosed customer issues and identified root causes to effectively resolve product or service complaints.
Customer Relation Advisor
Tech Mahindra
Mumbai
11.2019 - 10.2020
- Developed client relationships by addressing inquiries, assessing needs, and resolving issues, while maintaining regular follow-up with clients.
- Provided guidance to customers by applying Tech Mahindra service protocols and communication standards.
- Managed inbound calls, emails, and chat support for customer concerns.
- Resolved billing, account, and service inquiries through CRM systems.
- Handled complaints and provided solutions and alternatives within time frames.
Customer Service Representative
Intelenet
Mumbai
10.2018 - 08.2019
- Actively listened to customers, handled concerns quickly and escalated major issues to a supervisor.
- Attended team meetings and training sessions to remain updated on product changes, which enhanced service delivery.
- Actively listened to customers, handled concerns quickly and escalated major issues to a supervisor.
- Identified customer issues and determined root causes to resolve product or service complaints.
Barista
Tata Starbucks Pvt. Ltd.
Mumbai
05.2017 - 01.2018
- Operated and maintained espresso machines, blenders, commercial coffee brewers, and other equipment to ensure optimal performance and beverage quality.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
- Acquired knowledge of specialty coffee recipes to ensure accurate beverage preparation. for specialty coffee beverages and seasonal offerings.
- Pleasantly interacted with customers during hectic periods to promote a fun, positive environment.
- Created personalized beverages based on customer requests, enhancing customer satisfaction and driving sales.
Education
HSC -
St. Andrews College
Bandra, MumbaiSSC -
St. Anne’s High School
Borivali, MumbaiSkills
- Active listening
- Conflict resolution
- Customer relationship management
- Empathy and tactfulness
- Teamwork orientation
- Inflight service delivery
- Crew communication
- Flight operations
- Personal grooming standards
- Exceptional communication
Languages
English
First Language
Marathi
Advanced
C1
Hindi
Proficient
C2
Timeline
Collections Specialist I
J.P. Morgan Chase & Co
11.2024 - Current
Cabin Attendant
Interglobe Aviation LTD.
02.2022 - 06.2024
Customer Service Representative
Concentrix India Pvt. Ltd. Mumbai
11.2020 - 03.2022
Customer Relation Advisor
Tech Mahindra
11.2019 - 10.2020
Customer Service Representative
Intelenet
10.2018 - 08.2019
Barista
Tata Starbucks Pvt. Ltd.
05.2017 - 01.2018
HSC -
St. Andrews College
SSC -
St. Anne’s High School