Brashaw Antony

• Increased Passenger engagement through BIAL social media.
• Managed multiple social media platforms for BIAL, ensuring a consistent brand voice and message.
• Provided exceptional Passenger service through timely and thoughtful responses to user comments and messages.
• Collaborated with team members to develop creative campaigns for social media platforms.
• Reduced response times for assistance requests by efficiently prioritizing and organizing tasks.
• Supported the successful integration of new staff members through thorough training on company policies and procedures.
• Enhanced passenger satisfaction by providing personalized support and assistance in BIAL.
• Implemented regular audits of grievance processes, identifying areas for improvement and maintaining compliance with regulations.
• Developed strong relationships with stakeholders, fostering collaboration in addressing passenger concerns at BIAL.

• Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
• Adopted an enthusiastic, assertive and passionate approach to customer service, and demonstrated the group values at every opportunity.
• Oversaw scheduling of assigned core teams to ensure proper coverage and staff utilization for the delivery of customer service.
• Coordinated and managed the team members required to deliver all events.
• Proficient in finding patterns of fraud and anomalies.
• Contacted customers directly to notify of fraudulent activity and minimize impacts.
• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity
• Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Trained team members with case study analysis to increase customer satisfaction quotient.
• Monitored quality standards and procedures before closing every fraudulent cases.
• Prepared & circulated detailed investigation reports to all stakeholders , executive management & to end customers.
• Tracked customer service cases and updated service software with customer information.

• Manage and supervise the performance of all the Staff at Station.

• Liaison with Airport Authority of India, for Space/Bills /Payments.

• Liaison with BCAS /Contractors /Hotel, Other agencies pertaining flight Handling.

• Responsible for creating policies and procedures related to Domestic and International for Reservations and Ticketing.

• Streamline processes and procedures across for effective Airport handling.

• Identifying gap and training needs at different airports.

• Assisting in testing on Amadeus / GDS and System Capability.

• Assisting Commercial Teams while tying up for product enhancements, and its impact on Reservation and Ticketing (e.g. revenue Integrity, creation of EMD codes for other teams besides Ancillary).

• Close coordination with the Training team and update topics to include in the Curriculum.

• Of Ancillary collections, Airport sale, Station reconciliation, Cash Sale Handling, Banking and deposit.

• Petty Cash checks and reconciliation.

• Sales Reports and Daily reconciliation ensuring zero error.

• Handling Fare Comparison Reports, Post Flight Reports, Call Centre Productivity and Quality Reports, Refund &Manifest Reports during Flight Disruptions and Cancellations.
• Ensure that the complaints from customers are Acknowledgment promptly and the initiation of measures to correct possible breakdowns in the service delivery process and the auctioning of service recovery begin promptly.
• Handling Counters supervision and boarding as well as reservations
• 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.