NELSON FRITCHLEY
CUSTOMER SERVICE MANAGER
Bengaluru
Summary
A highly skilled Customer Service Executive with over 13 years of experience, recognized for delivering exceptional service, driving sales growth, and resolving customer concerns effectively. Adept at leading teams and ensuring top-tier service through proactive communication and problem-solving. Committed to a customer-first mindset, turning challenges into opportunities for growth. Let’s make every journey stress-free!
Overview
14
14
years of professional experience
1
1
Certification
Work History
Terminal Operations
Bangalore International Airport Limited
04.2024 - Current
- Improved Customer Satisfaction : Quick Check-In & Baggage drop, Dedicated help desks, Passenger-Friendly Amenities, Interactive maps and digital displays for real-time information.
- Safety & Compliance : Passenger & Baggage Screening, First aid stations equipped with trained medical personnel available 24/7 for handling any medical emergencies.
- Optimized Passenger Flow wait time below 15 minutes : Self-Service Kiosk, Dedicated Fast Track Lanes for VIP's & Frequent Flyers, Advanced X-ray technology used for baggage screening and Touchless security processes where passengers can walk through body scanner.
- Resource Allocation : By allocating the right resources, whether personnel, technology, or facilities at the right time and place, airports can streamline operations, reduce costs, and enhance customer satisfaction for achieving the best results.
- Operational Problem-Solving : Delays, customer dissatisfaction, and disruptions can arise due to various factors. Solving these problems quickly and efficiently is crucial for maintaining smooth operations, ensuring passenger safety, and enhancing the overall travel experience.
Guest Service Assistant
AirAsia India
07.2015 - 03.2024
- Boarding gate in-charge : Verify Passenger Documents (boarding passes, passports, visas for international travel), Monitor Hand Baggage, Boarding Announcements, & Handle Late Passengers.
- Ensuring smooth operations at all areas regarding safety & compliance : Aviation security protocols and safety procedures. Assisted in implementing COVID-19 safety protocols , ensuring passenger and staff safety.
- Guest Handling & Crisis Management : Ensuring smooth passenger experiences while handling disruptions effectively.
- Contributed to maintaining a high On-Time Performance (OTP) of 90-95% , minimizing delays and improving turnaround times.
- Boosted Ancillary Sales: Increased sales of priority check-in, seat upgrades, and add-ons by 40% , contributing to revenue growth.
Customer Service Executive
SpiceJet Airlines
09.2013 - 07.2015
- Check-in Counters in-charge.
- Update staff on latest ancillary product and motivate to sell.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Cross-trained and provided backup support for organizational leadership.
- Trained new personnel regarding company operations, policies and services.
- Resolved customer complaints while prioritizing customer satisfaction via phone calls and E-mail.
Certified Medical Transcriptionist
M*Modal Global Services
04.2011 - 05.2013
- Converted recorded voice into data for medical records.
- Editing : Accuracy, completeness, and clarity of medical documents.
- Speed of typewriting (35 words per minute).
- Proofreading.
- Recorded information using word processing, dictation and transcription software and equipment.
- Attended training associated with role to improve skills and boost speed.
- Assisted in maintenance of medical charts and/or electronic medical record filing, Op Reports, test results and home care forms.
- Maintained 90% accuracy rate for spelling and content.
- Referred to variety of medical sources to prevent mistakes in medical terms.
- Accurately documented medical dictation to record patient care records.
Education
Bachelor Of Commerce - Commerce & Accountancy
Sri Krishnadevaraya University
Guntakal, India06-2010
Skills
- Multitasking and organization
- Time management
- Decision-making
- Report generation
- Quality assurance
- Training and mentoring
- Audit support
- Client relations and retention
- Microsoft outlook, word, and Excel
- Sales proficiency
- Problem-solving
Certification
- Microsoft Certified, Dynamics 365 Fundamentals – Microsoft.
- Customer Service and Sales Certification.
- Travel and Tourism Professional (TTP) - International Air Transport Association (IATA).
- Airport Certified Employee (ACE) - American Association of Airport Executives.
- Hospitality and Tourism Management Certification.
- Airline Customer Service Certificate – International Air Transport Association (IATA).
- Power BI Developer.
- Customer Relationship Management.
- Basic Airport Handling.
Indoor & Outdoor activities :
Cricket, Football, Volleyball, Carom board, Badminton, & Swimming.
Music
-
Travelling
-
Spending quality time with Family & Friends.
-
Languages
English
Bilingual or Proficient (C2)
Hindi
Intermediate (B1)
Telugu
Elementary (A2)
Kannada
Beginner (A1)
Timeline
Terminal Operations
Bangalore International Airport Limited
04.2024 - Current
Guest Service Assistant
AirAsia India
07.2015 - 03.2024
Customer Service Executive
SpiceJet Airlines
09.2013 - 07.2015
Certified Medical Transcriptionist
M*Modal Global Services
04.2011 - 05.2013
- Microsoft Certified, Dynamics 365 Fundamentals – Microsoft.
- Customer Service and Sales Certification.
- Travel and Tourism Professional (TTP) - International Air Transport Association (IATA).
- Airport Certified Employee (ACE) - American Association of Airport Executives.
- Hospitality and Tourism Management Certification.
- Airline Customer Service Certificate – International Air Transport Association (IATA).
- Power BI Developer.
- Customer Relationship Management.
- Basic Airport Handling.
Bachelor Of Commerce - Commerce & Accountancy
Sri Krishnadevaraya University
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