Summary
Overview
Work History
Education
Skills
Certification
LANGUAGES
ADDITIONAL INFORMATION
Timeline
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NEIL GEORGE KURIAKOSE

Thane

Summary

Customer Relations and Customer Experience Professional with 19+ years of international experience across aviation, banking, logistics and customer service industries. Proven expertise in customer engagement, stakeholder management, service recovery, team leadership, training delivery and operational excellence. Certified in Project Management, Train-the-Trainer, ChatGPT, Claude and Lovable AI technologies, with demonstrated capability to leverage AI tools, workflow automation and process improvement methodologies to enhance customer satisfaction and business performance.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Senior Cabin Crew

Star Air
Hyderabad
01.2024 - Current
  • - Ensure smooth running of the cabin, serving as facilitator between cabin crew and cockpit.
  • - Follow company regulations and rules to promote safe environment for travelers and employees.
  • - Conduct pre-flight aircraft checks, verifying placement and proper working order to maintain highest levels of on-board security.
  • - Regularly monitor cabin throughout flight to verify security.
  • - Administer basic medical care to passengers in distress and convey important information to qualified medical teams.
  • - Facilitate open on-board communication, delivering regular announcements on behalf of captain to update passengers on schedule changes.
  • - Address questions and resolve issues and complaints.
  • - Prepare and submit flight reports regarding issues or concerns to management.

Customer Service Advisor

J.P. Morgan Chase
Mumbai, India
01.2022 - 01.2023
  • - Offer prompt solutions to maintain customer satisfaction.
  • - Handle requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
  • - Offer detailed advice on product and service benefits.
  • - Adhere strictly to policies and procedures for continued company compliance.
  • - Troubleshoot glitches and provide techniques to smooth workflow for customers.
  • - Establish positive relationships with clients by going extra mile to build rapport.

Funding Expert

Infinity Funding
Mumbai, India
01.2022
  • - Carry out regular call and communication monitoring, ensuring service provisions meet defined quality standards.
  • - Maintain high standards of accuracy and quality in data entry and recordkeeping.
  • - Create and submit progress reports to upper management.
  • - Input current metrics into tracking documents and spreadsheets and prepare reports.

Senior Cabin Crew Member

Flydubai
Dubai, UAE
01.2010 - 01.2022
  • - Monitor all required equipment and its maintenance, sending parts out for service as needed.
  • - Hold personnel accountable for fulfilling required duties and responsibilities during their respective shifts.
  • - Stock cabin with all necessary supplies, including safety guides, air sickness bags and cleaning products after every flight.
  • - Follow company regulations and rules to promote safe environment for travelers and employees.
  • - Ensure smooth running of cabin, serving as facilitator between cabin crew and cockpit.
  • - Conduct pre-flight aircraft checks, verifying placement and proper working order to maintain highest levels of on-board security.
  • - Employ good communication and team management skills to maintain hospitable environment for passengers at all stages of flight.
  • - Facilitate open on-board communication, delivering regular announcements on behalf of captain to update passengers on schedule changes.
  • - Conduct complete and accurate audits of aircraft following cleaning and sanitation procedures.
  • - Administer first aid on passengers experiencing medical emergencies, such as breathing difficulties and heart related emergencies.
  • Boeing 737-800 NG / 737-Max 8/9

Track & Trace Advisor

DHL Express
Dubai
01.2008 - 01.2010
  • - Assist Tracing Supervisor to carry out relevant Customer Service staff orientation programs and on job training for Customer Service Agent recruits.
  • - Provide full tracing services for customers by investigating shipment incidents involving undelivered, returned, mis-routed, delayed, lost and damaged shipment cases.
  • - Handle all trace enquiries in accordance with service standards and processes.
  • - Deliver best in class customer service by fulfilling each customer's unique needs while adhering to DHL policies.
  • - Respond to customer queries regarding information on prices, customs requirement and service details.
  • - Liaise with other departments and Operations to address issues on service recovery.
  • - Confidently and correctly handle customer complaints whilst maintaining composure and take all possible actions to resolve issues.
  • - Use in-house systems and Excel spreadsheets to document cases worked on during the week.
  • - Report to Tracing Team Leader / Tracing Team Manager for briefing and de-briefs to discuss progress and hurdles faced while solving daily cases.

Inflight Manager / Purser

Air Deccan
Mumbai / Chennai / Bengaluru, India
01.2005 - 01.2008
  • - Check cabin regularly for upkeep requirements and maintain clean, tidy space.
  • - Use weather, route details and passenger information to accurately prepare for trips.
  • - Administer basic medical care to passengers in distress and convey important information to qualified medical teams.
  • - Promote duty-free goods and collect payments from patrons.
  • - Readied passengers for voyages with comprehensive safety talks and demonstrations.
  • - Collaborate across departments on priorities, functions and common goals including cost-effective on-time performance.
  • - Train new employees in customer service, food safety and performance requirements.
  • - Mentor junior employees to improve accuracy and efficiency when taking orders.
  • - Maintain current knowledge of company standards and up-to-date food safety regulations.
  • - Set positive example for team members by providing high-quality, efficient service.
  • - Meet passengers at entrance, verify tickets and direct individuals to locations.
  • Airbus A320 / ATR 42/72-500

Customer Service Executive

J.P. Morgan Chase
Mumbai, India
01.2005
  • - Warmly greet customers with positive telephone etiquette, asking well-rounded questions to identify issues.
  • - Manage banking and accounts with expert finance knowledge.
  • - Explain benefits and advantages of different product and service offerings to customers.
  • - Handle live chat queries within strict timeframe targets.
  • - Escalate complex issues quickly to supervisors to avoid lost revenue.
  • - Resolve complaints with proactive problem-solving and analysis.

Customer Service Advisor

3 Global Services
Mumbai, India
01.2004
  • - Offer detailed advice on product and service benefits.
  • - Handle requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
  • - Reach KPIs by efficiently handling enquiries while delivering genuine service.
  • - Perform in-depth product research to answer and resolve complex customer questions.
  • - Record and process customer data accurately.
  • - De-escalate objections and disputes professionally to maintain customer satisfaction.
  • - Transfer customer calls to respective department or personnel to address specific issues.

Education

Diploma in Aviation, Hospitality & Travel Management - undefined

Frankfinn Institute
Mumbai
12.2005

Bachelor of Commerce - Financial Accounting & Auditing / Computer Systems Applications

Mumbai University
Mumbai
03.2005

Certificate of Higher Secondary Education - Commerce

Thakur College of Science & Commerce
Mumbai
03.2002

Secondary School Certification - General

Holy Cross Convent School
Thane
02.1999

Skills

  • - Customer Management: Customer Relations Management, Customer Experience, Customer Success, Service Recovery, Complaint Resolution, Stakeholder Management
  • - Leadership & Operations: Team Leadership, Operational Excellence, Quality Assurance, Process Improvement, Change Management, Risk Management
  • - Training & Projects: Training & Development, Project Management, Project Coordination, Knowledge Management
  • - AI & Technology: Prompt Engineering, ChatGPT, Claude AI, Lovable AI, AI Workflow Automation

Certification

  • - Train the Trainer (Teaching & Learning Instructions for Ground Instructors / Subject Matter Experts) - Star Air & Sanjay Ghodawat University (2026)
  • - Project Management Assessment - LearnTube.ai (May 2026)
  • - Master of ChatGPT - Coursiv (June 2026)
  • - Master of Claude - Coursiv (June 2026)
  • - Master of Lovable - Coursiv (June 2026)
  • - Diploma in Aviation, Hospitality & Travel Management - Frankfinn Institute (December 2005)

LANGUAGES

- English - Native
- Hindi - Native
- Malayalam - A2 Elementary
- Arabic - A1 Beginner
- Russian - A1 Beginner

ADDITIONAL INFORMATION

  • - Received appreciation emails from management, clients and guests for service excellence and successful issue resolution.
  • - Experienced in customer service, aviation operations, training support and AI-enabled productivity tools.

Timeline

Senior Cabin Crew

Star Air
01.2024 - Current

Customer Service Advisor

J.P. Morgan Chase
01.2022 - 01.2023

Funding Expert

Infinity Funding
01.2022

Senior Cabin Crew Member

Flydubai
01.2010 - 01.2022

Track & Trace Advisor

DHL Express
01.2008 - 01.2010

Inflight Manager / Purser

Air Deccan
01.2005 - 01.2008

Customer Service Executive

J.P. Morgan Chase
01.2005

Customer Service Advisor

3 Global Services
01.2004

Diploma in Aviation, Hospitality & Travel Management - undefined

Frankfinn Institute

Bachelor of Commerce - Financial Accounting & Auditing / Computer Systems Applications

Mumbai University

Certificate of Higher Secondary Education - Commerce

Thakur College of Science & Commerce

Secondary School Certification - General

Holy Cross Convent School
NEIL GEORGE KURIAKOSE