RINTO SIMON
Customer Service Agent
Bangalore
Summary
Dynamic and customer-focused aviation professional with over three years of experience in airport operations and airline ticketing, specializing in baggage services, passenger handling, and customer support. Proven track record of enhancing service delivery through effective decision-making and team coordination, developed during two years at Bangalore International Airport with Qatar Airways and one year in ticketing and reservations with dnata International Pvt. Ltd. for Etihad Airways. Committed to maintaining service excellence aligned with airline safety and operational standards, skilled in workflow optimization, passenger issue resolution, and mentoring new staff. Dedicated to ensuring seamless service delivery by adhering to SOPs and KPIs while consistently driving improvements in operational efficiency.
Overview
3
3
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Customer Service Contact Center Agent
dnata International Pvt. Ltd. (Etihad Airways)
Bangalore
01.2025 - Current
- Deliver excellent customer support via phone, email, and chat channels for flight bookings, cancellations, and baggage queries.
- Assist passengers in managing reservations, and providing real-time flight and baggage updates, ensuring seamless service.
- Answered over 30 to 45 calls per shift to meet fast-paced call center demands.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintain detailed documentation of passenger interactions, ensuring accuracy and compliance with airline procedures.
- Collaborate with internal teams and airline partners to enhance service efficiency and consistency.
Customer Service Agent
GlobeGround India Pvt. Ltd. (Qatar Airways)
Bangalore
11.2022 - 12.2024
- Managed check-in, boarding, arrivals, and baggage service operations to ensure smooth flight handling.
- Coordinated with airline executives to maintain on-time performance (OTP), achieving 100% flight departure punctuality.
- Handled baggage tracing, missing baggage documentation, and delivery coordination using the WorldTracer system, ensuring a 100% performance score in the Mishandled Baggage KPI.
- Ensured compliance with all safety and security procedures.
- Contributed to operational process improvements and service quality initiatives.
Education
BBA - Aviation Management
Bangalore University
Karnataka09-2022
Skills
Call center operations
Customer communications
Quality assurance
Travel documentation verification
Ticketing system
Computer literacy
Passenger assistance
Lost luggage handling
Accomplishments
- Najm Merit Award – Presented by Emirates in recognition of exceptional performance: zero errors, 92% Business Critical and 100% Customer Critical Quality scores across 1,022 calls handled (July–September 2025).
Certification
Altea Amadeus Reservation System
Timeline
Altea Amadeus Reservation System
03-2025
Customer Service Contact Center Agent
dnata International Pvt. Ltd. (Etihad Airways)
01.2025 - Current
HAQIBA- Qatar Airways Mishandled Baggage Management Software Training
09-2024
Altea Amadeus Departure Control System
04-2023
Customer Handling Course – Certified by Qatar Airways
03-2023
Customer Service Agent
GlobeGround India Pvt. Ltd. (Qatar Airways)
11.2022 - 12.2024
BBA - Aviation Management
Bangalore University