Kuldeep Singh Thakur
Hyderabad
Summary
Dynamic Assistant Manager in Customer Service with a proven track record of enhancing operational efficiency and customer satisfaction. Expertise in conflict resolution and team leadership, driving performance improvements through data analysis. Demonstrated ability to communicate effectively and adapt to challenges, ensuring high-quality service delivery. Career aspirations focus on further developing leadership capabilities in a fast-paced environment.
Overview
7
7
years of professional experience
Work History
Assistant Manager Customer Service
IndiGo Airline
Hyderabad
01.2024 - Current
- Identified opportunities for process enhancements.
- Enhanced customer retention through excellent handling of inquiries and issues.
- Assessed customer requirements swiftly through direct questioning.
- Managed communications with head office regarding MHB.
- Evaluated and actioned insights from customer feedback consistently.
- Implemented tactics to maximize client commitment.
- Maintained strict quality assurance procedures resulting in higher customer contentment.
- Coordinated assignments to ensure adequate coverage for shifts.
- Directed operations for a team of 49 to address mishandled baggage issues.
- Reviewed and appraised work of 28 employees.
Senior Customer Service Executive
IndiGo Airline
Hyderabad
04.2022 - Current
- Provided alternative travel solutions for travelers with overbooked or canceled reservations.
- Maintained secure environments by adhering to strict safety guidelines.
- Optimized support processes boosting customer happiness.
- Enhanced training protocols to boost productivity and ensure safety compliance.
- Developed a mentorship initiative to boost comprehension of procedures among employees.
- Evaluated staff performance and suggested necessary adjustments.
- Ensured staff upheld strict privacy standards.
- Analyzed CRM metrics to uncover improvement opportunities.
- Supervised an international team for a year.
Executive- Customer Service
IndiGo
HYDERABAD
04.2018 - Current
- Sought a role in Aviation Customer Service using strong problem-solving abilities for improved passenger experiences.
- Proficient in airline operational standards and safety protocols.
- Demonstrated consistent delivery of outstanding customer service.
- Demonstrated exceptional multilingual communication competence.
- Experienced with various airline reservation networks.
- Demonstrate exceptional focus on detail coupled with strong analytical abilities.
- Stayed collected under pressure.
- Played a key role in ensuring adherence to safety standards during the 2023 audit.
- Provide guidance on documentation for international visas.
- Gained proficiency in using WorlTracer.
Education
Diploma - aviation
Frankfinn Institute of airhostess training
01.2018
COLLEGE -
S S MARGOL COLLEGE UNIVERSITY
GULBAGRA01.2017
PUC -
NOBLE COLLEGE OF SCIENCE
GULBAGRA01.2013
SCHOOL -
MOUNT CARMEL CONVENT SCHOOL
SHAHABAD01.2011
Skills
- Workforce Development
- Performance Analysis
- Industry Knowledge
- Customer Service Proficiency
- Workforce Scheduling
- Conflict Resolution Expertise
- Coaching and Guidance
- Strategic Team Engagement
- CRM Proficiency
Accomplishments
- Icoach in international visa & documentation.
- Led international team for 1 year.
- WorlTracer trained.
- Heading mishandled baggage (MHB) team, with a team of 49 staff.
Languages
English
First Language
Hindi
Proficient (C2)
C2
Telugu
Intermediate (B1)
B1
Marathi
Intermediate (B1)
B1
Timeline
Assistant Manager Customer Service
IndiGo Airline
01.2024 - Current
Senior Customer Service Executive
IndiGo Airline
04.2022 - Current
Executive- Customer Service
IndiGo
04.2018 - Current
Diploma - aviation
Frankfinn Institute of airhostess training
COLLEGE -
S S MARGOL COLLEGE UNIVERSITY
PUC -
NOBLE COLLEGE OF SCIENCE
SCHOOL -
MOUNT CARMEL CONVENT SCHOOL
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