KRITHI DAKESH
Brampton
Summary
Dynamic and results-driven customer service professional with extensive experience in call center operations and front-line customer support. Skilled in handling high call volumes, resolving complex issues with empathy and professionalism, and delivering accurate information to enhance customer satisfaction. Proven ability to upsell products, manage escalations, and maintain detailed records using CRM systems. Strong communication, organizational, and multitasking abilities, with a track record of achieving performance targets in fast-paced environments. Committed to creating positive customer experiences and building lasting relationships.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Salad Bar Manager
Loblaws
10.2024 - Current
- Supervise the setup, maintenance, and cleanliness of the salad bar
- Ensure that the salad bar meets health, safety, and sanitation standards
- Monitor inventory levels and order fresh produce, toppings, and supplies as needed
- Coordinate with vendors for timely and cost-effective sourcing of ingredients
- Train, schedule, and manage salad bar staff, including food preparers and attendants
- Assign tasks and ensure staff adherence to preparation guidelines and presentation standards
- Provide feedback and coaching to improve staff performance
- Address customer inquiries, requests, and feedback regarding salad bar offerings
- Create a positive experience for customers by maintaining a well-stocked and visually appealing salad bar
- Resolve customer complaints promptly and professionally
- Monitor the freshness and quality of produce and other ingredients
- Ensure proper food labeling, including allergen information
- Implement portion control measures to reduce waste and maintain consistency
- Monitor sales and control costs to achieve budgetary goals
- Analyze inventory usage to reduce waste and optimize ordering
- Enforce compliance with food safety regulations and company policies
- Conduct regular inspections to maintain hygiene and food safety standards
- Train staff on food handling, sanitation, and workplace safety practices
Call Centre Agent
WestJet
09.2022 - 10.2024
- Answer inbound calls from customers regarding flight reservations, cancellations, re bookings, and inquiries
- Assist customers with booking flights, modifying reservations, and providing information about flight schedules, fares, and policies
- Handle inquiries related to baggage policies, seat selection, check-in procedures, and special requests
- Address and resolve customer complaints, concerns, or issues promptly and professionally
- Manage situations involving delayed or cancelled flights, missed connections, and lost baggage
- Escalate complex issues to supervisors or specialized departments when necessary
- Promote WestJet products and services, including vacation packages, travel insurance, and loyalty programs
- Upsell seat upgrades, additional baggage, and priority boarding when appropriate
- Process payments for bookings, changes, and add-ons using secure systems
- Maintain accurate and up-to-date customer records in the reservation system
- Provide customers with relevant information about travel documentation, visa requirements, and health and safety regulations
- Keep informed about company policies, promotions, and procedures to provide accurate guidance
- Communicate clearly and effectively with customers, demonstrating empathy and professionalism
- Handle high call volumes while maintaining a courteous and patient demeanor
- Adapt to various communication styles and address language barriers when necessary
- Follow company policies, data privacy regulations, and security protocols to protect customer information
- Adhere to airline industry standards and WestJet's code of conduct
- Report suspicious or fraudulent activities to management
- Use call centre software, customer relationship management (CRM) systems, and reservation platforms efficiently
- Navigate multiple systems simultaneously to access and update customer information
- Work closely with colleagues and supervisors to resolve customer issues efficiently
- Share feedback and insights to improve processes and customer satisfaction
Aeronautical Technical Analyst
Alten India Pvt Ltd
08.2021 - 08.2022
- Create, update, and maintain technical manuals, handbooks, maintenance guides, and operational procedures for aircraft and related systems
- Develop clear, concise, and user-friendly content that adheres to technical writing standards and aviation regulations
- Write step-by-step instructions for maintenance, troubleshooting, repair, and inspection tasks
- Collaborate with engineers, designers, technicians, and subject matter experts (SMEs) to gather technical information and understand complex systems
- Review engineering drawings, blueprints, CAD models, and specifications to accurately interpret technical data
- Conduct research using technical reports, schematics, and historical documentation to ensure comprehensive content
- Ensure that documentation complies with industry standards and regulatory authorities, such as the Federal Aviation Administration (FAA), European Union Aviation Safety Agency (EASA), and other relevant organizations
- Adhere to Simplified Technical English (STE) guidelines for international comprehension and consistency
- Implement safety protocols and regulations within documentation to minimize risks during maintenance and operations
- Edit, proofread, and revise content for accuracy, clarity, consistency, and readability
- Conduct quality checks to ensure technical content aligns with industry standards and company requirements
- Use version control to track document revisions and updates accurately
- Collaborate with graphic designers or create visual aids like diagrams, illustrations, and flowcharts to support written content
- Ensure illustrations accurately represent technical information and enhance understanding
- Use technical authoring software Arbortext, Adobe FrameMaker, SAP and XML-based tools to format and publish content
- Organize and structure documentation for digital and print formats, ensuring accessibility and ease of navigation
- Maintain a structured content management system (CMS) for document storage and retrieval
- Work closely with engineering teams, manufacturing departments, and quality control to validate technical content
- Communicate with customers and stakeholders to understand documentation needs and address feedback
- Collaborate with training teams to develop instructional materials and support training sessions
- Stay updated on technological advancements, regulatory changes, and industry best practices
- Analyze feedback from users and stakeholders to improve documentation quality and usability
- Identify opportunities to streamline processes, reduce redundancy, and optimize documentation management
Customer Service Agent
Air India
06.2020 - 08.2021
- Welcomed and greeted passengers as they arrived at the airport terminal
- Helped passengers with the boarding pass and luggage tagging processes during the check in process
- Included details on gate allocations, airline timetables, and boarding protocols
- Provided special needs help to travellers, such as language translation services or wheelchair assistance
- Carried out luggage inspections and security checks in compliance with TSA guidelines
- Assured adherence to all security protocols and travel paperwork
- Coordinated with flight crews and gate personnel to streamline the boarding procedure
- Handled flight cancellations or delays by informing impacted passengers in advance and offering alternate means of transportation
- Handled client complaints or issues in a sympathetic and professional manner
- Issued tickets, completed reservations, and collected payments for extra services
- Checked bags and advised travellers of fees for excess luggage
- Oversaw claims for misplaced or damaged luggage and collaborated with personnel handling baggage
- Kept the boarding gates and check-in area tidy and well-organized
- Assured adherence to the company's requirements on personal grooming and appearance
- Displayed outstanding communication, organizing, and customer service skills
- Worked a range of shifts, including holidays and weekends, in accordance with operational requirements
- Exhibited initiative as a team member and demonstrated the capacity to function well under stress
Education
Master of Science - Project Management with Data Analytics Concentration
Northeastern University
03.2024
Bachelor of Aeronautical Engineering -
Visvesvaraya Technological University
06.2021
Skills
- Customer Service Excellence
- Communication Skills
- Conflict Resolution
- Upselling and Sales Techniques
- Reservation and CRM Systems
- Problem-Solving
- Multitasking and Organization
- Airline Policies and Procedures
- Adaptability
Certification
- Project Management Foundations: Requirement - PMI
- Project Management: Preventing Scope Creep – PMI
- Project Management – Harvard ManageMentor
- Project Management Foundations: Schedules - PMI
Timeline
Salad Bar Manager
Loblaws
10.2024 - Current
Call Centre Agent
WestJet
09.2022 - 10.2024
Aeronautical Technical Analyst
Alten India Pvt Ltd
08.2021 - 08.2022
Customer Service Agent
Air India
06.2020 - 08.2021
Master of Science - Project Management with Data Analytics Concentration
Northeastern University
Bachelor of Aeronautical Engineering -
Visvesvaraya Technological University
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