FAISAL KA
kochi
Summary
Senior customer service executive with expertise in resolving complex customer issues and enhancing satisfaction levels. Proven track record in fostering positive team environments that drive productivity and improve service quality. Successfully led initiatives that streamlined processes, resulting in increased customer retention and loyalty.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Travel consultant Team Lead
KYRA TOURS AND TRAVELS
11.2024 - 01.2026
- Develop and promote travel packages, manage supplier relationships, and ensure customer satisfaction.
- Implement marketing strategies, handle inquiries and complaints, and monitor performance metrics.
- Coordinate with government agencies and internal departments to enhance service quality.
- Reserved tickets, booked accommodations and rental transportation to accommodate needs of customers.
- Handled travel arrangements for groups, couples, executives and special needs clients.
- Managed bookings for flights, hotels, and excursions, securing competitive rates and confirming reservations accurately.
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
- Monitored staff performance and developed improvement plans.
- Resolved complex customer enquiries, disputes and complaints.
- Monitored team performance, identifying areas for improvement and implementing corrective actions.
- Provided hospitality services to cast and crew, maintaining high levels of satisfaction and morale.
- Monitored competitive trends within the hospitality industry to stay ahead of market shifts.
- Handled customer complaints with professionalism, resolving issues promptly to maintain high levels of customer trust and loyalty.
- Organised staff schedules, managing leave requests and ensuring adequate coverage during peak times to maintain service standards.
SENIOR CUSTOMER SERVICE EXECUTIVE
SPICEJET LIMITED
Cochin
07.2017 - 07.2024
- Controlling and supervising Check-in Counters and Boarding Gates.
- Roaster planning and implementing the allocations.
- Monitoring Baggage Make-Up and Break-Up area.
- Interacting and assisting with Passengers.
- Documents Checks and validation.
- Coordinate with all the required government agencies like Customs/Immigration/ASG and Airport Operator.
- Control the AOCC.
- Documentation and Document Checks.
- Profiling of Passengers.
- Coordinate with all departments for smooth operations.
- Basic Training for all New Joiners.
- Handled live chat queries within strict timeframe targets.
- Cochin, India
FLOOR SUPERVISOR
REGULUS INFRASTUCTURE LTD
Cochin
08.2013 - 05.2015
- Monitored store customer service interactions to identify sales opportunities within all transactions.
- Delegated tasks appropriate to individual employees to provide development opportunities.
- Provided customer service by greeting and assisting customers and responding to customer inquiries and complaints.
- Maintained high merchandising standards by building attractive displays and monitoring inventory levels.
- Cochin, India
Education
Bachelor of Science - AIRLINE TOURISM HOSPITALITY MANAGEMENT
PUNJAB TECHNICAL UNIVERSITY
Cochin12.2015
High School Diploma -
VHSE KERALA BOARD
POMPIE ST MARYS03.2011
Skills
- Creative problem solving
- Customer retention strategies
- MS Office proficiency
- Patient and empathetic approach
- Document and records management
- Attention to detail
- Courteous service mindset
- Transaction processing
- Data entry and maintenance
- Call documentation
- Issue resolution and complaint handling
- Translation and interpretation services
- Work prioritization skills
- Inbound and outbound calling
- Computer proficiency
- Teamwork and collaboration
- Salesforce CRM expertise
- Customer account management
- Understanding customer needs
- Customer data confidentiality
- Building trust and loyalty with customers
- Detail-oriented mindset
- Public speaking skills
- Telesales expertise
- Customer support management strategies
- Face-to-face selling techniques
- Lead generation strategies
- Sales management skills
- Customer engagement strategies
Certification
- Certified DGR CAT-8
- Basic Airport Handling Training
- LCC License
Languages
English
Hindi
Malayalam
Tamil
Personal Information
Passport Number: Y1148497
Awards
Long Service Award, Received for completing 5 years of dedicated service at SpiceJet Airline Ltd, recognizing commitment and outstanding performance.
Hobbies and Interests
- Playing Football
- Movies
Accomplishments
- Coordinated 2 special public and private events.
Hobbies and Interests
- playing football
- watching movies
Hobbies and interests
- Playing football
Timeline
Travel consultant Team Lead
KYRA TOURS AND TRAVELS
11.2024 - 01.2026
SENIOR CUSTOMER SERVICE EXECUTIVE
SPICEJET LIMITED
07.2017 - 07.2024
FLOOR SUPERVISOR
REGULUS INFRASTUCTURE LTD
08.2013 - 05.2015
Bachelor of Science - AIRLINE TOURISM HOSPITALITY MANAGEMENT
PUNJAB TECHNICAL UNIVERSITY
High School Diploma -
VHSE KERALA BOARD