JAISON PUTHENPARAMPIL
Mumbai
Summary
Dynamic professional with over 6 years of experience in Aviation Security as a Senior Executive, 1 year as a Quality Analyst, and more than 2 years in Customer Service managing escalations. Proven track record in ensuring safety compliance, process improvement, and delivering exceptional service under pressure. Adept at balancing security protocols with customer satisfaction, driving efficiency, and resolving high-stakes issues with precision.
Overview
12
12
years of professional experience
1
1
Certification
Work History
QUALITY ANALYST-STORE OPS
CARATLANE TRADING PRIVATE LIMITED
Mumbai
08.2024 - Current
- Handling the complete Western region (60+ stores and their C.E.).
- Auditing calls, store CCTV, and VM audits.
- Improving the quality scores of the assigned team.
- Monitoring calls, chats, and providing detailed feedback to agents twice a month.
- Creating analysis reports.
- Conducting one-on-one coaching sessions and calibration sessions.
- Implementing tactics to drive sales and increase revenue.
- Ensuring the store is properly prepared for each day's operations.
POST SALES EXECUTIVE
CARATLANE TRADING PRIVATE LIMITED
Mumbai
12.2021 - 08.2024
- Answering incoming calls, chats, and e-mails.
- Handling escalations through WhatsApp chat (Fresh App) and resolving after-sales queries.
- Provide product and service information to the customer.
- Working with internal teams (such as legal, accounts, and support) to ensure a smooth post-sale process.
CUSTOMER SERVICE EXECUTIVE
TECH MAHINDRA (BANK OF BARODA)
Mumbai
12.2020 - 06.2021
- Handling incoming calls.
- Upsell products and services.
- Other duties as assigned, such as support for new agents.
SR. SECURITY EXECUTIVE
GO AIRLINES (INDIA) PVT. LTD.
Kannur
03.2017 - 10.2020
- Passenger Profiling.
- Baggage make-up area and baggage break-up area.
- Screening of baggage and cargo.
- Anti-sabotage check of aircraft.
- Surveillance.
- Ramp supervision of loading and unloading.
- Security upliftment: flight kitchen, bond stores, cabin catering.
- Escorting of baggage and cargo.
- Escorting of vulnerable and general cargo.
- Handling of valuable cargo escorting.
SECURITY EXECUTIVE
SPICEJET AIRLINE LTD.
Mumbai
09.2013 - 07.2016
- Front Desk and Reservation Counters
- Pre-flight of Aircraft
- Front/Rear Step Ladder Checks
- Supervision of aircraft
- Surveillance & Profiling
- Secondary Ladder Point Checks
Education
Bachelor of Commerce -
Lords Universal College
Mumbai01.2012
Higher Secondary Certificate - Commerce
V.I.V.A College
Mumbai01.2009
Secondary School Certificate -
Infant Jesus High School
Mumbai01.2007
Skills
- Team leadership
- Emergency response
- Adaptability and problem-solving
- Communication skills
- Customer service management
- Operations optimization
- Quality assurance
- Process improvement
- Conflict management
- People management
- Grievance handling
- Continuous improvement
- Compliance audits
Certification
- AVSEC certified from BCAS in 2014
- Dangerous goods regulations course - Cat 12
- Enhanced Customer Service Training Program 2017
- AVSEC refresher course from BCAS 2019
- Qualified screener (2017) - 87%, recertification (2019) - 86%
Accomplishments
- SpiceJet 2016: Appreciation for handling the Air Arabia international flight arrival of an unruly deportee passenger on board
- CaratLane Awards 2022 to 2023: 1. Jewel of the Quarter for Best Customer Service four times. 2.Distributor of smiles in CSAT and CQ. 3.Wow Machine: Customer's favorite.
Personal Information
- Date of Birth: 15/01/92
- Gender: Male
- Height : 183 cm
- Weight : 92 Kg
- Nationality : Indian
- Passport : I0644222
- Marital Status: Married
Languages
- English
- Hindi
- Marathi
- Malayalam
Hobbies and Interests
- Playing Football & Console Games
- Listening Music
Disclaimer
I declare that the contents stated above are true to the best of my knowledge.
Timeline
QUALITY ANALYST-STORE OPS
CARATLANE TRADING PRIVATE LIMITED
08.2024 - Current
POST SALES EXECUTIVE
CARATLANE TRADING PRIVATE LIMITED
12.2021 - 08.2024
CUSTOMER SERVICE EXECUTIVE
TECH MAHINDRA (BANK OF BARODA)
12.2020 - 06.2021
SR. SECURITY EXECUTIVE
GO AIRLINES (INDIA) PVT. LTD.
03.2017 - 10.2020
SECURITY EXECUTIVE
SPICEJET AIRLINE LTD.
09.2013 - 07.2016
Bachelor of Commerce -
Lords Universal College
Higher Secondary Certificate - Commerce
V.I.V.A College
Secondary School Certificate -
Infant Jesus High School
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