Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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MD ALEEMULLA

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

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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

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MD ALEEMULLAAssistant Manager- Customer Service