MD ALEEMULLA
Assistant Manager- Customer Service
Tirupati
Summary
Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Overview
8
8
years of professional experience
24
24
years of post-secondary education
4
4
Languages
Work History
Assistant Manager, Airport Operations and Customer Service
IndiGo, InterGlobe Aviation Ltd
02.2017 - Current
- Resolved customer complaints and answered customers questions regarding policies and procedures
- Assisted customer service representatives in troubleshooting orders requiring special handling
- Conversed with customers to receive valuable feedback and suggestions for improvement
- Trained and instructed employees in job duties or company policies, arranging for training when needed
- Ensure smooth and safe flight operations
- Rostering and Planning of leave of staff
- Supervision & Duty Allocation of staff at the desired location for Departure and Arrival
- Measured and tracked KPIs to enhance customer experience and improve customer retention
- Remitting Cash to the concerned departments
- Attending the preflight and post flight Meetings
- Reviewed operational challenges with external vendors, consistently improving service levels
- Setting Up of Counters and Screening of Baggage
- Maintaining High Quality of Check in procedures
- To Assist Customers with special Request
- To assist customers with Mishandled or Damaged Baggage
- Co-ordination with the baggage vendors for the damage bags
- Follow-Up with the en-route stations regarding lost Baggage
- Post Flight Departure and Filing all Necessary papers
- Any Other responsibility assigned by the management from time to time
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
Process Associate
InterGlobe Technologies Pvt. Ltd, IndiGo Airline
04.2016 - 02.2017
- Selling group tickets and Holidays Packages as per the Guest Requirements
- Handling Customer Relation (Microsoft CRM to check the SMS Feedback) Arranging outcall's on received SMS to know passengers' issues
- Post getting information from Passengers, coordinating with internal departments via e-mails to know actual issues
- Post getting reverts from internal departments, arranging out call to passengers Sharing the status on their Complaints/Feedback/Suggestions
- Tagging cases to different vendors as per passenger's feedback
- Closing the CRM
- Handling inbound and outbound calls
- Facilitating training session on basics of SMS feedback for Newly Handled Trainees
- Ensured customer satisfaction by achieving 100% on first call resolution
- Resolved escalated issues, queries and complaints and took decisions in critical high value situations like Irregular Operations (IROPS).
- Handled high volumes of incoming work requests professionally while maintaining excellent organization.
- Streamlined processes by identifying inefficiencies and implementing improvements.
Education
MBA - Finance
Chandalawada Ramannamma Engineering College, Tirupati
Tirupati, India 04.2001 - 05.2014
Bachelor of Arts - Computer Applications
Krishna Teja Degree College, Tirupati
Tirupati, India 04.2001 - 05.2012
Skills
Staff Training and Development
Customer rapport
Problem-solving abilities
Operations Management
Staff Development
Staff Training
Team Leadership
Multitasking
Customer Service
Emergency Response
Personal Information
- Passport Number: W9365787
- Passport Date Of Issue: 01/13/23
- Passport Place Of Issue: Vijayawada, India
Timeline
Assistant Manager, Airport Operations and Customer Service
IndiGo, InterGlobe Aviation Ltd
02.2017 - Current
Process Associate
InterGlobe Technologies Pvt. Ltd, IndiGo Airline
04.2016 - 02.2017
MBA - Finance
Chandalawada Ramannamma Engineering College, Tirupati
04.2001 - 05.2014
Bachelor of Arts - Computer Applications
Krishna Teja Degree College, Tirupati
04.2001 - 05.2012