JONATHAN JOSE
Compliance Specialist / Business Operations/ Customer Service
Kochi
Summary
A dedicated compliance specialist with a proven track record of ensuring regulatory adherence and mitigating risks. Skilled in conducting audits, developing policies, and implementing procedures to maintain organizational compliance. Demonstrates strong attention to detail and a commitment to upholding ethical standards in all endeavors .
Experienced airline ground staff with a proven track record of ensuring efficient operations , exceptional customer service and adhering to safety protocols. Proven ability to handle diverse tasks efficiently, resolve issues effectively, and contribute to a positive passenger experience.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Compliance Specialist
Amazon Seller Services Private Limited
11.2021 - Current
- Confidently and efficiently presented summaries and proposed conclusions to management team on weekly basis.
- Successfully developed broad set of technical skills across FBA(Fulfillment by Amazon) industry, confidently operating both internal and external systems and databases to complete investigations.
- Drafted inspection reports outlining necessary actions.
- Provided knowledgeable advice about company policies, practices and systems.
- Presented economic criteria to stakeholders to inform business decision making.
- Interpreted data affecting price, yield, stability and future trends for accurate risk assessment.
- Created financial reports, comparing discrepancies between planned and actual budgets for investment insight.
Senior Customer Service Executive/ Ramp Operation
Indigo Airlines
03.2017 - 11.2021
- Resolves Immigration queries in timely manner
- Skilled in resolving conflicts through proactive communication
- Listens actively to questions and resolves issues and disputes tactfully and effectively
- Service focused on putting customers at ease and creating positive experience
- Exceptional problem solving and conflict resolution skills
- Maintained friendly, positive attitude when dealing with distressed customers
- Takes Care of entire Airport and Airline operations for day.
- Reports to Manager all discrepancies and staffs problems for corrective action
- Ensures high standard of Safety and Security for employees
- Does frequent Load Sheets on Live host System as well as Manual Load and Trim Sheet of A320 , ATR‑600 Aircrafts
- Ensures Company policies are followed for providing assistance and services to customers
- Facilitated positive interaction with flight crews, station managers and HQ through detailed reports and flight briefings.
- Adhered to all federal and airport authority security requirements.
- Implemented various strategies involving aircraft routing and crew scheduling to ensure flight safety and success.
- Created flight briefings and detailed reports.
- Worked with customer service agents and aircraft routers to manage scheduling and cancellations.
- Logged exact departure and arrival times for accurate recordkeeping.
- Closely monitored staff performance by reviewing metrics and overseeing processes.
- Handled customer billing errors, researching issues in system and working to resolve problems and inconsistencies.
- Followed company regulations, policies and processes.
- Enabled customers to find answers by providing extensive details on system navigation.
- Planned and designed new policies and procedures based on improvements needed and recurring complaints.
- Collaborated with cross-functional teams to develop and implement policies that improved overall customer experience
- Led the development of a comprehensive customer service training program, resulting in improved employee performance metrics
- Improved customer satisfaction by addressing and resolving complex customer inquiries promptly and accurately
Education
Post Graduate - Data Science And Business Analytics
The University of Texas At Austin
Austin, Texas 05.2022 - 06.2023
Diploma of Higher Education - Travel & Tourism
IATA Foundation in Travel & Tourism
Kerala, India 07.2014 - 01.2015
Bachelor of Commerce - Travel & Tourism
Bharata Mata College
Kerala,India 05.2013 - 01.2016
Skills
Investigations skills
Leadership
Communication skills
Knowledge of PYTHON, SQL, Tableau, Microsoft Excel
Customer-focused
Team building
Team management
Employee hiring and onboarding
Complaint management
Team player
Auditing processes
Internal Auditing
Information Gathering
Compliance knowledge
Investigations skills
Compliance Monitoring
Risk Management
Timeline
Post Graduate - Data Science And Business Analytics
The University of Texas At Austin
05.2022 - 06.2023
Compliance Specialist
Amazon Seller Services Private Limited
11.2021 - Current
Senior Customer Service Executive/ Ramp Operation
Indigo Airlines
03.2017 - 11.2021
Diploma of Higher Education - Travel & Tourism
IATA Foundation in Travel & Tourism
07.2014 - 01.2015
Bachelor of Commerce - Travel & Tourism
Bharata Mata College
05.2013 - 01.2016