MANOJ MS
CUSTOMER SERVICE SUPERVISOR
Trivandrum,KL
Summary
Experienced aviation enthusiast with a background in supervising flight operations and coordinating airport services. Ready to contribute to dynamic teams and handle multitasking roles in a high-performance aviation setting. Skilled in managing support teams, enhancing operational efficiency, fostering team collaboration, and delivering results. Adaptable to changing needs, with a strong foundation in conflict resolution, staff training, communication, and team performance management.
Overview
18
18
years of professional experience
4
4
Languages
5
5
years of post-secondary education
Work History
Senior Business Development Associate
Squad Facility Management Company
11.2024 - Current
- Exceeded annual sales targets through consistent pipeline management and effective negotiation tactics.
- Increased revenue by identifying and targeting new markets for the company''s products and services.
- Negotiated favorable contract terms for clients, resulting in mutually beneficial long-term agreements that boosted recurring revenue streams.
- Enhanced client satisfaction by providing exceptional support and managing relationships throughout the sales cycle.
- Mentored junior team members, fostering professional growth and strengthening the business development department''s capabilities.
- Implemented CRM systems that improved tracking of client interactions and facilitated more targeted marketing efforts.
Customer Service Supervisor
AIR INDIA SATS AIRPORT SERVICES PVT LTD
01.2011 - 03.2024
- Supervise ground operations for all flights, ensuring timely and safe turnaround in compliance with airline and airport regulations.
- Act as the Shift-in-Charge, overseeing end-to-end shift operations and making real-time decisions to resolve any on-ground issues.
- Manage service control for both arrivals and departures, including check-in, boarding, baggage handling, passenger flow, and handling of VIP, MAAS, and special attention guest.
- Coordinate with ramp, gate, and cabin service teams to ensure all predeparture and post-arrival procedures are executed efficiently.
- Liaise with ATC, airline staff, ground handlers, and security teams to maintain smooth operational flow.
- Prepare and submit daily shift reports to the Duty Manager, highlighting key events, delays, irregularities, and team performance.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
Guest Service Agent
KING FISHER AIRLINES
11.2007 - 12.2010
- Coordinated and facilitated smooth check-in, boarding, and baggage handling experiences, ensuring customer comfort and safety.
- Addressed customer inquiries, offering personalized services tailored to individual needs.
- Assisting passengers with boarding and de boarding the aircraft.
- Prepare General Declarations for Captains and Crews.
- Enhanced the travel experience by maintaining a high level of professionalism and attentiveness to all passengers.
- Coordinate gate, ramp and aircraft activities.
Education
DIPLOMA IN IATA- AIR SIDE And SAFETY - AIRPORT ENVIRONMENT, SECURITY AND SAFETY, FIRE AND FIRST AID
IATA
06.2009 - 10.2009
BBA - Business Management
CV RAMAN UNIVERSITY
Bilaspur, India 03.2008 - 03.2011
DIPLOMA IN IATA DGR -DANGEROUS GOODS AND REGULATIONS -
IATA
03.2007 - 08.2007
High School Diploma -
Airline Training Academy
Trivandrum, India 04.2006 - 04.2007
Skills
CUSTOMER SERVICE
DECISION-MAKING
TEAM-WORK ORIENTED
ORGANIZATIONAL AND PLANNING SKILLS
TIME MANAGEMENT
GOOD LISTENER AND COMMUNICATOR
RESPONSIBILITY
FLEXIBILITY
LEADERSHIP QUALITY
ALTEA AMADEUS-DCS
SITA-DCS SITARESERVATION
RADIXX-RESERVATION
NAVITARE AND SPRINT CHECK-IN SYSTEM
CERTIFICATE IN COMPUTERIZED ACCOUNTING
RELATIONSHIP MANAGEMENT
CRM SOFTWARE
COLD CALLING
TRAINING AND MENORING
CALL CENTRE OPERATIONS
ISSUE RESOLUTION
Accomplishments
Handling of International and Domestic charter flights operations
Languages
English
Bilingual or Proficient (C2)
Malayalam
Bilingual or Proficient (C2)
Hindi
Intermediate (B1)
Timeline
Senior Business Development Associate
Squad Facility Management Company
11.2024 - Current
Customer Service Supervisor
AIR INDIA SATS AIRPORT SERVICES PVT LTD
01.2011 - 03.2024
DIPLOMA IN IATA- AIR SIDE And SAFETY - AIRPORT ENVIRONMENT, SECURITY AND SAFETY, FIRE AND FIRST AID
IATA
06.2009 - 10.2009
BBA - Business Management
CV RAMAN UNIVERSITY
03.2008 - 03.2011
Guest Service Agent
KING FISHER AIRLINES
11.2007 - 12.2010
DIPLOMA IN IATA DGR -DANGEROUS GOODS AND REGULATIONS -
IATA
03.2007 - 08.2007
High School Diploma -
Airline Training Academy
04.2006 - 04.2007