Harsh Kalpeshbhai Raval
Customer Services Supervisor
Ahmedabad,GJ
Summary
Experienced Supervisor & CertifiedTrainer bringing 14 Plus years of experience with Airport ground operation and contact center experience with quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
14
14
years of professional experience
6
6
Certifications
4
4
Languages
Work History
Customer Service Supervisor
Qatar Airways
07.2019 - Current
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Coached employees through day-to-day work and complex problems.
- Initiated mentorship program, pairing new employees with experienced mentors for accelerated learning.
Team Leader
Globe Ground India
06.2017 - 06.2019
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Fostered a positive work environment by promoting open communication channels amongst team members and recognizing individual achievements when appropriate.
- Improved airport operations efficiency by streamlining passenger check-in and boarding processes.
- Maintained strong working relationships with key stakeholders such as airport authorities, customs officials, and airline representatives to ensure smooth operation of the facility.
- Facilitated effective communication among team members during emergencies or operational disruptions to keep airport services running smoothly.
- Implemented process improvements that increased overall productivity while reducing operating costs across different areas of the airport services department.
- Ensured smooth transition during shift changes by preparing detailed handover reports outlining important updates or pending tasks requiring attention from incoming personnel.
- Balanced staffing needs with available resources in order to maintain optimal efficiency levels throughout the Airport Services department.
- Implemented and enforced safety policies and procedures, confirming compliance with regulations.
- Conducted departure and arrival briefings.
- Prepared daily flight plans and coordinated with other agencies for seamless operations.
- Managed flight itinerary updates and communicated changes to appropriate air traffic control contacts to optimize movements and protect aircraft.
- Maintained flight and events logs, aircrew flying records, and flight operations records of incoming and outgoing flights.
- Managed daily operations for smooth functioning of the airport terminal, ensuring timely departures and arrivals.
- Mentored staff members for career growth, providing guidance on professional development opportunities.
- Coordinated with airlines, ground handlers and other service providers to maintain consistent service standards across all aspects of airport operations.
- Led cross-functional teams in executing projects aimed at enhancing passenger experience and increasing process efficiencies within the terminal environment.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Assured adherence to safety guidelines for optimal load management, preventing accidents or incidents due to improper weight distribution.
- Enhanced load control operations by implementing efficient weight distribution and balance techniques.
- Maintained open lines of communication with pilots regarding any changes affecting aircraft loading and weight distribution during pre-flight preparations.
- Optimized aircraft capacity utilization for increased revenue generation by strategic planning of cargo and luggage placement.
- Managed challenging situations arising from last-minute changes in passenger numbers or cargo volumes without compromising operational efficiency or safety standards.
- Reduced turnaround time with streamlined communication between ground handling staff, flight crew, and dispatchers.
- Analyzed historical data on passenger loads and baggage weights for better forecasting of future requirements.
- Established a reputation as a reliable Load Control Officer by consistently meeting tight turnaround deadlines and handling high-pressure situations with composure.
- Served as central communications hub for dispatch, ground handlers and baggage control room.
- Collaborated with passenger service staff such as catering, ticket counters, cargo handlers and other departments.
- Calculated and transmitted estimated zero fuel weight (EZFW) figures to dispatch.
- Acquired and verified final passenger breakdowns for loading considerations.
- Drafted loading instructions for arrival and departures.
- Prepared pre-trip weight and balance documentation for Singapore / Qatar / Flydubai / Kuwait & Air Arabia flights.
- Determined appropriate number of ULD (Unit Load Device) containers for [Airbus 350 & Boeing 777 Ext ER 200 & 300 series aircraft.
- Adhered to loading procedures relating to Notoc cargo and potentially dangerous goods.
- Communicated effectively with cockpit personnel and ramp agents to finalize fuel orders and maintain fueling accuracy.
- Confirmed proper handling of baggage and cargo on per-load basis.
- Optimized space usage when loading cargo and baggage into aircraft compartments.
- Maintained compliance with airport and airline policies and baggage weight restrictions to protect passengers, crew, cargo and aircraft.
- Supervised day-to-day operations of busy aircraft cargo handling facility.
Flight Operations Manager
Cambata Aviation
10.2015 - 04.2017
- Championed an open communication culture within the department, fostering teamwork and collaboration among staff members.
- Enhanced safety standards by conducting thorough risk assessments for each flight operation and implementing necessary changes.
- Proactively addressed potential disruptions to daily operations by monitoring weather forecasts and adjusting flight schedules accordingly.
- Ensured adherence to industry best practices by continuously updating policies and procedures based on new developments in aviation technology or regulation changes.
- Coordinated incident investigations when required, compiling detailed reports outlining root causes while offering recommendations for future prevention measures.
- Managed daily flight operations, coordinating staff assignments and managing resources to maximize productivity.
- Oversaw fueling, cargo management, and departure of aircraft at Pune airport with daily departures and arrivals.
- Collaborated with flight crews to establish effective communication channels and address any in-flight concerns.
- Enhanced cargo loading efficiency by implementing precise weight and balance calculations.
- Reduced loading errors through meticulous attention to detail during the preparation of cargo manifests.
- Maintained a safe working environment by enforcing strict adherence to safety policies among team members.
- Participated in ongoing training programs to stay current on industry regulations and best practices.
- Streamlined load planning processes for optimized aircraft utilization and reduced downtime.
- Processed customer orders, planned and optimized shipments into loads and tendered freight to third-party carriers.
- Monitored department budgets, identifying areas for potential cost savings without compromising service quality or safety standards.
Assistant Supervisor Airport
Cambata Aviation
03.2012 - 11.2015
- Submitted documentation and reports to upper management.
- Managed daily tasks, delegating responsibilities effectively to optimize team resources and meet deadlines.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Worked closely with other supervisors to create a cohesive, high-performing team that consistently met or exceeded company objectives.
- Assisted passengers with special needs, providing compassionate care and facilitating smooth travel experiences.
- Managed gate assignments and updated flight information, keeping passengers well-informed of changes in a timely manner.
- Collaborated closely with team members to achieve excellence in overall airport operations.
- Streamlined baggage handling for improved on-time departures and minimized lost luggage occurrences.
- Maintained a calm and professional demeanor during high-stress situations, effectively addressing passenger concerns and fostering a positive travel experience.
- Upheld strict compliance to security protocols while checking travel documents at departure gates to ensure passenger safety.
- Cultivated a friendly atmosphere at the gates, greeting passengers warmly upon arrival and departure.
- Promoted positive passenger experiences during irregular operations by assisting stranded travelers with rebooking options or hotel accommodations when necessary.
- Coordinated seamless transitions between arriving flights by communicating effectively with ground staff regarding connecting passengers.
- Enhanced passenger satisfaction by efficiently managing check-in and boarding processes.
- Ensured flight safety by conducting thorough pre-flight checks and coordinating with flight crews.
- Supported airline policies consistently while addressing passenger concerns about fees or service limitations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Educated passengers on safety procedures and provided assistance to disabled passengers
- Tagged baggage and routed to appropriate location for loading and screening.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Oversaw ticketing, gate and ramp services.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Prepared detailed passenger manifests and other reports to meet organizational needs.
- Announced flight status updates and information about gate changes over PA system.
- Developed and implemented strategies to minimize customer wait times.
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Escorted handicapped passengers from terminal to aircraft.
- Processed customer payments and enforced compliance with financial regulations.
- Provided detailed instruction to various customers and associates from other shifts by phone and e-mail.
- Streamlined load planning processes by implementing efficient scheduling and routing strategies.
- Processed customer orders, planned and optimized shipments into loads and tendered freight to third-party carriers.
- Conducted regular audits of completed plans verifying accuracy compliance relevant safety regulations.
- Adapted effectively to changes in aircraft types, operational scenarios, or regulatory environments by staying abreast of industry developments and updating personal skillsets accordingly.
- Collaborated with the airline''s commercial department to maximize payload potential while maintaining operational efficiency.
- Assured adherence to safety guidelines for optimal load management, preventing accidents or incidents due to improper weight distribution.
Education
Bachelor of Arts - Economics
Sikkim Manipal
Sikkim 04.2001 -
Skills
Analytical problem-solving
Customer service management
Adaptability in dynamic environments
Timely issue resolution
Prioritization and scheduling
Coaching and guidance
Continuous improvement
Quality management
Resolving customer escalations
CRM expertise
Team building
Call center operations
Training facilitation
Sales expertise
Staffing coordination
Strategic goal setting
Effective relationship management
Empathy and patience
Analytical thinking
Training development
Conflict resolution
Goal attainment
Teamwork and collaboration
Microsoft office
Trustworthy execution
Effective multitasking
Immediate problem-solving
Performance improvement strategies
Constructive feedback delivery
Accomplishments
- Supervised team of [14 ] staff members.
- Collaborated with team of 08 in the development of streamlining the process for better understanding of in house employees to relate with product and process.
- Resolved product issue through consumer testing.
- certified train the trainer by Qatar airways with Leap CE module 2.
- conducted in house trainings for new joiner and experienced staff coaching sessions on new product launches.
- 03 times best sales employee of the month in 2019.
- best ancillary sales employee of the month in 2019.
- Honored for loyalty for tenuity with Airlines for 05 completion years.
- Previous organization accomplishments.
- certified load & trim Master .
- Certified dangerous goods & regulation handling by lufthansa.
- Aircraft handling experience Airbus :- 319 /320 /321/321ER/350.
- Boeing :-737-200 / 800/900/777/777-ER .
- Certified Ramp manager with Irregular operation .
- Certified by airlines for AOG flights / Flight disruptions / LERP handling and delegating workflow.
Certification
Train the trainer ( LEAP CE)
Timeline
Telephone emergency Center
11-2025
Lean six sigma
11-2025
Wings service style
06-2025
Altea CM
08-2024
Train the trainer ( LEAP CE)
07-2023
Customer Service Supervisor
Qatar Airways
07.2019 - Current
Amadeus Reservation
07-2019
Team Leader
Globe Ground India
06.2017 - 06.2019
Flight Operations Manager
Cambata Aviation
10.2015 - 04.2017
Assistant Supervisor Airport
Cambata Aviation
03.2012 - 11.2015
Bachelor of Arts - Economics
Sikkim Manipal
04.2001 -