MYRTLE MARGRET LOBO
Bangalore
Summary
To work in an fast paced environment which encourages one to succeed and grow professionally where I can utilize ones' skills and knowledge appropriately.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
11
11
years of professional experience
Work History
Duty Officer
Air India express
Bangalore
08.2024 - Current
- Responded to emergency calls and dispatched appropriate personnel and equipment.
- Developed standard operating procedures for daily operations of duty officers.
- Provided support services for law enforcement personnel in the field.
- Conducted daily shift briefings to review tasks and provide updates on ongoing projects.
- Acted as a liaison between the department and outside agencies in order to facilitate cooperation and coordination of resources.
- Directed staff during incidents to ensure safety protocols were followed.
- Coordinated with other agencies to ensure successful completion of operations.
Customer Service, Supervisor
Akasa Air
01.2024 - 08.2024
- Coordinating across departments ensuring smooth turnaround of flights and smooth functioning across daily operations
- Managing queries/complaints and claims received and reporting to DM/APM
- Responsible for reporting events/violations that may affect safety, security of the flight operations
- Ensuring sufficient headcount in shifts to cover all areas of operations
- Preparing duty allocations for all staff in the shift before aircraft arrival, during turn-around and departure covering ticketing and check-in.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Assisted in developing training materials for new hires as well as existing employees.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Implemented programs designed to increase employee engagement within the team.
Sr Customer Service Executive
Akasa Air
12.2022 - 12.2023
- Counter and Gate Supervisor
- Train the new employees on the job duties and helping them make things simpler
- Updating attendance of staff on daily basis
- Updating Rnfc and Rotation
Customer Service Executive
Indigo
12.2020 - 12.2022
- Uniform SPOC
- Chief Entertainment Officer
- Handled Cancelled and Delayed Flight
- Assistance given to Wheelchair, Elderly and Unaccompanied Minors
- Reservations
- Check-in and Departure procedures
- Handling mishandled baggage
- Dealt with unaccompanied minors according to airport procedures
- Resolved customer complaints in a timely manner while maintaining professional attitude.
- Tracked customer complaints and followed up to ensure resolution was achieved.
- Communicated effectively with team members to ensure timely response times for customers.
- Prepared detailed reports of daily activities for management review.
Customer Service Officer
IndiGo
08.2019 - 07.2020
- Responsible for customer service duties, which include the manning of check-in counters for departing passengers, as well as arrival and departure gates
- Ensuring Customer comfort at all times
- Answering questions and assisting passengers with various needs
- Reservations and issuing tickets
- Verifying passenger identification & printing boarding passes
- Ensuring the delivery of baggage
- Managing Station Finance reports
Customer Service Assistant
Jet Airways
07.2017 - 07.2019
- Handling passenger check-in with you utmost efficiency
- Effective Sales person by facilitating highest international guest upgrades from Economy to
- Premiere
- Facilitate boarding and deplaning for Domestic and International guests
- Handle Customer grievances and help drive solution to manage guest experience
- Relocated to Nagpur for a 1month cross country resourcing drive
- Providing and managing special services to specially able guests
- Baggage inspection to ensure no restricted items are taken on-board
- Handled difficult conversations with guests with regard to Flight delays and Excess baggage
- Perform monthly data collation across airlines from Mangalore with regard to passenger load
- Factor
- Relaying information through electronic medium to notify guests about flight arrival and
- Departure
- Attended regular training sessions to stay current on company policies and procedures related to customer service operations.
- Developed strong relationships with customers to ensure repeat business and referrals.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
Operations Senior Analyst
J.P. Morgan Chase
09.2014 - 09.2016
- Transaction processing specialist
- Building Operations and Team Strategy to handle high volume queries and requests
- Ensuring Customer satisfaction and delivery of service
- Proactively mitigating process risk
- Working with the team to initiate and monitor Service and Process Improvement
Education
Bachelor of Business Management -
St. Aloysius College
AutonomousSkills
- Communication
- Leadership
- Openness to change
- Team leadership
- Teamwork
- Achievements & Awards
- Been consistent for four months for getting the highest amount of appreciations
- And also for being the best uniform coordinator
- Awarded for timely updating of manuals and circulars
- Consistent Quality Champion at JP Morgan Chase Received an award for consistent performance
- Throughout the year with minimal errors in process
- Program Drafting Committee for National Level Management Fest Was managing guest relations
- During the fest which attracted a total of 20 colleges across states
- Language
- English
- Hindi
- Kannada
- Tulu
- Personal Details
- P>Marital Status: Married
- Nationality: Indian
Personal Information
Accomplishments
- Been consistent for four months for getting the highest amount of appreciations
- And also for being the best uniform coordinator
- Awarded for timely updating of manuals and circulars
- Consistent Quality Champion at JP Morgan Chase Received an award for consistent performance
- Throughout the year with minimal errors in process
- Program Drafting Committee for National Level Management Fest Was managing guest relations
- During the fest which attracted a total of 20 colleges across states
Languages
English
Proficient
C2
Hindi
Upper Intermediate
B2
Timeline
Duty Officer
Air India express
08.2024 - Current
Customer Service, Supervisor
Akasa Air
01.2024 - 08.2024
Sr Customer Service Executive
Akasa Air
12.2022 - 12.2023
Customer Service Executive
Indigo
12.2020 - 12.2022
Customer Service Officer
IndiGo
08.2019 - 07.2020
Customer Service Assistant
Jet Airways
07.2017 - 07.2019
Operations Senior Analyst
J.P. Morgan Chase
09.2014 - 09.2016
Bachelor of Business Management -
St. Aloysius College