Naomi Philip Harwood
Bengaluru
Summary
To build a career in Guest Service Management and be part of a progressive organization within the airline industry that values initiative, dedication, and excellence, while providing the exposure necessary for professional success. To secure a challenging position in a reputable organization where I can expand my learning, knowledge, and skills, and obtain a responsible career opportunity that allows me to fully utilize my training and abilities while making a meaningful contribution to the company’s success.
Overview
15
15
years of professional experience
1
1
Language
Work History
Senior Support Management
Gallagher
Bangalore, India
03.2025 - 12.2025
- Managed a team of 5 onshore Customer Service Managers (CSMs), overseeing daily operational requests received from insurance branches.
- Supervised 5 onshore CSMs handling daily service requests from insurance branches, ensuring timely resolution and process compliance.
- Led and coordinated a team of 5 onshore CSMs to manage and resolve daily requests from insurance branches efficiently.
Senior Retention Advisor (Loyalty)
Sky
Bangalore, India
01.2023 - 09.2024
- Mentor for new batches and the OJT team.
- Handle escalation calls and conduct team briefings before and after shifts. Monitor team performance metrics.
- Taking care of stats, CSAT and DSAT, and provide regular feedback to help improve results.
Travel Consultant
Blue Diamond Tourism LLC
Dubai
08.2018 - 12.2020
- Managed end-to-end travel arrangements including air ticket reservations, hotel bookings, and sightseeing packages for clients.
- Coordinated with airlines, hotels, and local vendors to ensure smooth travel experiences and timely confirmations.
- Handled booking systems, documentation, and itinerary preparation with accuracy and attention to detail.
- Provided customer support by addressing inquiries, resolving issues, and ensuring high levels of client satisfaction.
- Maintained updated knowledge of travel regulations, destinations, and tourism services.
Senior Process Executive
First Advantage
12.2013 - 10.2014
- Conducted background verification for candidates
- Verified employment and educational details verbally
- Maintained and tracked the count of closed cases for the team
- Ensured accuracy and timely completion of verification processes
Senior Customer Care Officer
ACCENTURE
10.2010 - 10.2013
- Worked for Virgin Media, troubleshooting TV set-top boxes and telephone lines
- Maintained service metrics including SLA, PCA, and ASA
- Monitored DSAT scores and provided necessary feedback for improvement
Education
Bachelor - Applied in Business Management
Indian Virtual University
Bangalore2nd PUC - Applied Business Management
Indian Virtual University
BangaloreSkills
Platform expertise, Content creation, Analytics, Communication, Creativity, Strategic Thinking, Maintaining SLA, PCA and ASA & Handling escalation
Skills
Platform expertise, Content creation, Analytics, Communication, Creativity, Strategic Thinking, Maintaining SLA, PCA and ASA & Handling escalation
Conclusion
The summary above provides a consolidated overview of the key findings and performance metrics. All observations have been reviewed carefully, and necessary actions can be taken based on the insights highlighted.
Timeline
Senior Support Management
Gallagher
03.2025 - 12.2025
Senior Retention Advisor (Loyalty)
Sky
01.2023 - 09.2024
Travel Consultant
Blue Diamond Tourism LLC
08.2018 - 12.2020
Senior Process Executive
First Advantage
12.2013 - 10.2014
Senior Customer Care Officer
ACCENTURE
10.2010 - 10.2013
Bachelor - Applied in Business Management
Indian Virtual University
2nd PUC - Applied Business Management
Indian Virtual University