Chinnu Joy
Subject Matter Expert
Bengaluru
Summary
Dynamic Subject Matter Expert with five years of extensive experience in customer service and operational excellence within the travel and hospitality sectors. Expertise in enhancing customer satisfaction through effective communication and timely issue resolution. Dedicated to delivering exceptional service and fostering lasting relationships, ensuring that client needs are met with utmost professionalism and efficiency.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
1
1
Certification
4
4
Languages
Work History
SUBJECT MATTER EXPERT
WWStay Services Pvt.Ltd
11.2022 - Current
- Engaged with customers to better understand needs and deliver excellent service
- Reviewed activity report and updated accuracy , rates and guest information daily
- Communicating with hotel and reservation agents to accommodate guest requests across all parts of Unites States through phone, Email and Chats
- Handling escalation
- Answering incoming calls and making outbound calls regarding cancellation or confirmation of services
- Enhanced customer satisfaction by effectively managing and resolving operational issues in a timely manner
- Check ,sort and reply emails
- Developed training materials and conducted workshops to ensure that teams have the right skills and knowledge to succeed
- Mentored junior team members, contributing to their professional growth and development.
CUSTOMER SERVICE AGENT
Air India Sats Pvt.Ltd
03.2021 - 08.2022
- Coordinating with all departments through phone or email to send flights on time as a Flight Controller
- Operate computers and Airline specific software AMADEUS and scanning boarding passes
- Sending reports to all concerned departments and maintaining data and records in the system as Excel or as required
- Answering incoming calls and attending customer queries and complaints
- Check, sort and reply email
- Inspect and verify passenger documentation
- Issue boarding passes and reschedule passengers affected by flight interruptions or cancellations
- Manage passenger baggage processing including handling and fee calculation if applicable
- Produce work-related documentation when required
FRONT OFFICE EXECUTIVE
Signsilk Retail Pvt.Ltd
06.2020 - 01.2021
- Greet and welcome guests
- Answer questions and address complaints
- Answer all incoming calls and redirect them or keep messages
CUSTOMER SERVICE AGENT
Bhadra International India Pvt.Ltd
07.2019 - 06.2020
- Inspect and verify passenger documentation
- Issue boarding passes and reschedule passengers affected by flight interruptions or cancellations
- Assist passengers as needed through check in processes including support for passengers with special requirements
- Direct passengers through Customs, Immigration, and as required
- Scanning boarding passes and directing passengers at the time of boarding
- Produce work-related documentation when required
- Maintain the highest standards of safety and security at all times
- Other duties as assigned
Education
BBA - Human Resources Management
University of Calicut
01.2016 - 01.2019
Diploma in Aviation and Airport Management - IATA
Vision School Of Aviation
Kerala ,India 01.2018 - 01.2019
Higher Secondary - undefined
Kendriya Vidyalaya HVF Avadi
10th - undefined
Kendriya Vidyalaya HVF Avadi
Skills
- Communication
- Training and Mentoring
- Multi Tasking
- Teamwork
- Adaptability
- Customer Service
- Problem Solving
- Time Management
- Leadership
- Decision Making
- MS Office
Certification
IATA Certification in Aviation Security and Cargo
Timeline
SUBJECT MATTER EXPERT
WWStay Services Pvt.Ltd
11.2022 - Current
CUSTOMER SERVICE AGENT
Air India Sats Pvt.Ltd
03.2021 - 08.2022
FRONT OFFICE EXECUTIVE
Signsilk Retail Pvt.Ltd
06.2020 - 01.2021
CUSTOMER SERVICE AGENT
Bhadra International India Pvt.Ltd
07.2019 - 06.2020
Diploma in Aviation and Airport Management - IATA
Vision School Of Aviation
01.2018 - 01.2019
BBA - Human Resources Management
University of Calicut
01.2016 - 01.2019
Higher Secondary - undefined
Kendriya Vidyalaya HVF Avadi
10th - undefined
Kendriya Vidyalaya HVF Avadi
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