Mukesh Sharma

• I have done performed duty with Kotak securities ltd
• As a Assistant manager
• I’m having responsibility to make request on behalf of clients to the stocks and the depositories and to manage the client’s account
• As well as web chat and taking complaint request on mail and chat
• Having duty to open the client’s a/c for various providing services to walking customer on the branch
• Also having duty to solve the client’s queries and problems if they occur
• Achievement: two time best performer of the quarter exhilarate award winner.

As an airline staff member in a ticketing office, my responsibilities include:

1. *Ticket Sales*: Selling tickets to passengers, both directly and over the phone or online. This includes handling reservations, cancellations, and rebooking of flights.

2. *Reservation Management*: Managing flight reservations, ensuring that all passenger details are accurately recorded and that tickets are issued in accordance with airline policies.

3. *Customer Service*: Assisting customers with inquiries about flight schedules, ticket prices, baggage policies, and other travel-related information. Providing exceptional service to ensure customer satisfaction.

4. *Payment Processing*: Handling payments for tickets, including cash, credit card transactions, and any other forms of payment accepted by the airline. Ensuring accurate billing and issuing receipts.

5. *Fare Calculation and Ticketing Rules*: Applying the correct fare rules, taxes, and fees to tickets, including understanding and explaining complex fare structures and any applicable discounts or promotions.

6. *Handling Refunds and Exchanges*: Processing refunds and ticket exchanges, ensuring compliance with airline policies, and explaining any applicable fees or conditions to customers.

7. *Coordination with Other Departments*: Working closely with other airline departments, such as customer service, ground operations, and finance, to resolve any issues related to ticketing and reservations.

8. *Document Verification*: Ensuring that all required travel documents, such as passports, visas, and identification, are verified and in order before issuing tickets.

9. *Updating Passenger Information*: Making changes to passenger details, such as name corrections, seat assignments, and special requests, as needed.

10. *Reporting and Record-Keeping*: Maintaining accurate records of all transactions, generating reports on ticket sales, and keeping track of any discrepancies.

11. *Promoting Airline Services*: Informing customers about additional services offered by the airline, such as frequent flyer programs, travel insurance, and upgrades.

12. *Compliance with Regulations*: Ensuring that all ticketing procedures comply with airline regulations, government policies, and international travel laws.

13. *Problem Resolution*: Addressing and resolving customer complaints or issues related to ticketing, offering solutions or alternatives as needed.

14. *Training and Development*: Staying updated on airline policies, ticketing systems, and industry changes, and participating in any necessary training programs.

These responsibilities ensure smooth ticketing operations, help in maintaining customer satisfaction, and contribute to the overall efficiency of the airline's operations.

1. Customer Service: Assisting passengers with check-in, boarding, and resolving any issues related to their travel. They ensure a smooth and efficient process for passengers at the airport.

2. *Check-In Duties: Handling check-in counters, verifying passenger documents, issuing boarding passes, and checking baggage. They ensure that all procedures comply with airline regulations.

3. Baggage Handling: Assisting with the tagging, loading, and unloading of luggage. They are also responsible for managing any baggage-related issues, such as lost or damaged luggage.

4. Passenger Assistance: Providing special assistance to passengers with disabilities, the elderly, unaccompanied minors, and VIPs. This includes helping them through security checks and ensuring their comfort and safety.

5. Security Procedures: Ensuring that all security protocols are followed during the check-in and boarding processes. This includes monitoring for any suspicious activity and coordinating with security personnel as needed.

6. Gate Management: Managing boarding gates, making announcements, coordinating with flight crews, and ensuring timely boarding of passengers. They handle any last-minute changes or issues that arise during boarding.

7. Coordination with Other Departments: Collaborating with cabin crew, flight operations, and other airport staff to ensure smooth and efficient flight operations. They ensure that all departments are in sync with the flight schedule.

8. Handling Delays or Cancellations: Assisting passengers in the event of flight delays or cancellations by providing information, rebooking flights, and arranging accommodations if necessary.

9. Safety Compliance: Ensuring that all ground operations comply with aviation safety regulations and standards.

10. Communication: Acting as the primary point of contact for passengers, providing them with accurate information regarding flights, services, and airport facilities.

These responsibilities are crucial to maintaining the airline's reputation and ensuring passenger satisfaction.

As a consumer admin supervisor my key responsibilities are as below

1. Lead a team of 12 agents to meet and exceed performance targets, including customer satisfaction, call handling time, and quality assurance metrics.

2. Develop and deliver training programs to enhance agent skills and knowledge, resulting in a 90% improvement in first-call resolution rates.

3. Monitor and analyze key performance indicators (KPIs) to identify trends and develop action plans to address any gaps in performance.

4. Analyzed call center metrics and prepared reports for management, highlighting areas for improvement and recommending solutions.

5.Conduct regular coaching sessions and performance reviews with agents, providing constructive feedback and setting clear goals for improvement.

6. Manage escalated customer issues, ensuring prompt and effective resolution while maintaining a high level of customer service.

6. Collaborate with other departments to streamline processes and ensure alignment with overall business objectives.