Harsh Kalpeshbhai Raval
Ahmedabad
Summary
Seeking an organization offering good opportunities of career growth where I can put my customer service skills into practice & develop myself along with the development of the organization. Resourceful Customer Service Supervisor known for productive and efficient task completion. Specialize in conflict resolution, customer relationship management, and operational improvement. Excel in communication, leadership, and problem-solving to enhance team performance and customer satisfaction. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments.
Overview
11
11
years of professional experience
Work History
Customer Service Supervisor
QATAR Airways
Ahmedabad
01.2024 - Current
- Handling team of 14 agents
- Maintaining performance track records, analysing BQM performers and providing coaching and guidance to enhance performance level in order to perform efficiently
- Handling escalations to enhance customer experience and decision making to resolve customer queries
- Monitor call and email response times, implementing strategies to maintain service level agreements
- Proactively monitoring employee and customer feedback to identify ways to improve performances of employees
- Handling complex customer complaints, negotiating solutions that upheld company’s goal
- Streamlining escalation process for customer issues, reducing resolution times for high priority cases
- Analysed call centre data to identify trends making strategic adjustments to improve service level
- Providing mentorship within the team to support ongoing professional developments and knowledge sharing
- Reviewing strategies of the policies and their implementation in a simplified way
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
- Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Delegated work to staff, setting priorities and goals.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
L.C.S.A
QATAR Airways
Ahmedabad
08.2021 - Current
- Handling FFP queries /e-com refunds / Travel agent queries & Normal queries
- Having knowledge of Amadeus, ARD web application, Q-Las, Reservation
- Currently working as a support trainer from Oct 2022 to till Date for GNR reservations
- Also conducting batches for trained Staff
- Certified Trainer by Qatar Airways
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
C.S.A
QATAR Airways
07.2019 - 07.2021
- Resolved customer complaints and issued refunds as needed.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
Supervisor
Globe Ground India Pvt. Ltd.
Ahmedabad
06.2017 - 06.2019
OPS Agent
Lufthansa Airline
Pune
01.2017 - 01.2019
- Having system knowledge of Altea Flight management / Altea DCS / MACS /MARS
- Also experienced in handling AOG Flights
Assistant Supervisor
Cambata Aviation Pvt Ltd
Ahmedabad
07.2013 - 03.2017
- Working as G.H.A staff for Qatar Airways / Singapore Airlines / Fly-Dubai
- Overall flight handling activities
- Handling flight disruption
- Handling team of 20 staff
Education
Ba - Economic
Sikkim Professional
08.2023
HSC -
Nishkal school Of Thoughts
Gujarat05.2010
SSC -
Aroma High School
Gujarat03.2007
Skills
- Competitive analysis
- Customer Service
- Client Communication
- Public Relations
- Team Handling
- Load & Trim
- Lead Generation
- Mishandle baggage
- Training Management
- Performance analysis
- Mentoring staff
- Customer relationship management
- Service level management
- Data analysis
- Team coordination
- Problem solving
- Training facilitation
- Time management
- Decision making
- Workforce management
- Team coaching
Accomplishments
- Successfully cleared Lufthansa Dangerous Goods training exams
- Cleared Lufthansa security program on LMS
- Attended and cleared Lufthansa STATION EMERGENCY RESPONSE PLAN exam
- Load sheet license for Airbus A-320 / A-330-300 and Boeing 777-300 ER
- Certified by Fly Dubai for ERP .
- certified trainer by qatar airways.
- Awarded sales topper for 03 consecutive months
- Awarded for top sale for ancillary services
Personal Information
- Date of Birth: 08/02/89
- Gender: Male
- Nationality: Indian
- Marital Status: Unmarried
Languages
- Gujarati
- Hindi
- English
Hobbies and Interests
- Watching Movies
- Listening Music
- Travelling
Disclaimer
I hereby declare that the above mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above mentioned particulars.
Technicalexposure
DOS, Windows, MS Office, Word, Excel, Tally
Roles And Responsibilities
- Worked as G.H.A staff for Qatar Airways / Singapore Airlines / Fly-Dubai
- Overall flight handling activities
- Handling flight disruption
- Handling team of 20 staff
Timeline
Customer Service Supervisor
QATAR Airways
01.2024 - Current
L.C.S.A
QATAR Airways
08.2021 - Current
C.S.A
QATAR Airways
07.2019 - 07.2021
Supervisor
Globe Ground India Pvt. Ltd.
06.2017 - 06.2019
OPS Agent
Lufthansa Airline
01.2017 - 01.2019
Assistant Supervisor
Cambata Aviation Pvt Ltd
07.2013 - 03.2017
Ba - Economic
Sikkim Professional
HSC -
Nishkal school Of Thoughts
SSC -
Aroma High School
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