Raghav Bhandari
Contact Centre Operations Officer
Malad West,MH
Summary
Experienced and Hardworking Operations Officer with 25 years of experience in the Aviation industry driving customer service and leading effective teams.
Overview
29
29
years of professional experience
5
5
years of post-secondary education
Work History
Operations Officer
Emirates
01.2006 - Current
- Passenger handling/Operations and managing customer sales and service calls.
- Managing the service Centre and deputizing for the Contact Centre Manager.
- Handling escalations and meeting customer requirements within the parameters.
- Collaborated effectively with partners and external stakeholders, illustrating operational demands and improving services to meet needs.
- Effectively lead a team of 54 consultants at We Work Site during Covid.
- Certified First-Aider and Fire-Warden at the contact centre.
- Trouble shooting IT issues effectively.
- Prevention of loss of revenue or any fraud incidents.
- Effectively managing the floor and providing solutions.
- Point of contact TEC Exercise and ensuring files are updated regularly.
- Conducting briefing and induction for new joiners.
- Handling investigations and providing feedback to CASA and consultants.
- Regularly upskilling self and team with EK online courses and LinkedIn.
Snr. Customer Service Executive
WNS Global Services
11.2004 - 12.2005
- Handling customer calls for Travelocity Portal across the network.
- Handling customer sales and service calls.
- Handling escalations and providing effective solutions.
Shift Leader
Connaught Network Services
12.1999 - 11.2004
- Handling special services / Interacting with customers.
- Revenue and Communicating System Messages.
- Coaching consultants and mentoring.
Customer Service Executive
Easy call Paging Services
01.1998 - 11.1999
- Handling value added services / Interacting with customers.
- Transmitting Messages.
Customer Service Executive
Andromeda Marketing
05.1997 - 12.1997
- Marketing Cell Phones.
- Handling value added services / Interacting with customers.
Medical Representative
Bharat Serums
06.1996 - 04.1997
- Promoting lifesaving drugs.
- Meeting doctors and chemists.
- Monitoring sales and maintain stocks.
Education
Bachelor - Physics
Bachelor in Science
06.1991 - 06.1996
Skills
Resource allocation
Office administration
Resource management
Employee performance
Continuous improvement
Employee productivity
Operations management
Workforce planning
Leadership training
Team leadership
Transportation management
Asset management
Facilities management
Customer relations
Problem-solving
Timeline
Operations Officer
Emirates
01.2006 - Current
Snr. Customer Service Executive
WNS Global Services
11.2004 - 12.2005
Shift Leader
Connaught Network Services
12.1999 - 11.2004
Customer Service Executive
Easy call Paging Services
01.1998 - 11.1999
Customer Service Executive
Andromeda Marketing
05.1997 - 12.1997
Medical Representative
Bharat Serums
06.1996 - 04.1997
Bachelor - Physics
Bachelor in Science
06.1991 - 06.1996