ROSHAN SAJI
Customer Experience Executive
Summary
Dynamic professional with a strong foundation in communication and problem-solving, dedicated to enhancing customer satisfaction and fostering lasting relationships. Possesses a deep understanding of customer service principles, complemented by a proven ability to adapt quickly and master new processes. Demonstrated success in elevating customer experiences through strategic initiatives and effective communication, consistently exceeding expectations.
Overview
6
6
years of professional experience
4
4
Languages
Work History
Customer Experience Executive
Unimoni Exchange Qatar
02.2023 - Current
- Built customer confidence by actively listening to concerns and giving resolutions.
- Reduced customer complaints by proactively identifying issues and implementing targeted solutions.
- Enhanced customer satisfaction by implementing efficient problem-solving techniques and providing personalized assistance.
- Established a customer feedback system, allowing for continuous improvement in service delivery.
- Coordinated cross-functional teams to address complex issues impacting the overall customer journey holistically.
- Streamlined communication between departments to ensure timely resolution of customer inquiries and concerns.
- Collaborated with team members to develop and execute initiatives aimed at improving overall customer experience.
- Offered administrative and customer service support to customers.
- Increased referral rates through exceptional customer service and communication skills.
- Developed long-lasting client relationships by providing exceptional customer service.
- Provided excellent customer service, addressing inquiries and resolving issues promptly.
Customer Service Agent (General / Commercial Aviation)
Qatar Aviation Service
07.2022 - 02.2023
- Handling pre and post flight activities within a specified time frame Handling of cargo flight.
- Terminal operation coordination
- Supervision and coordinating ground service of adhoc
- Private, VIP and VIP flights
- Crew clearance and private flight VIP, CIP and VIP passenger assistance
- Documentation of post flight and preflight
- Check-in counters
- Boarding and debarking the passengers
- Passport & travel document verification
- Premium Boarding gates and VIP operations
- Gate and Ramp coordination
Officer security (Commercial Aviation)
Indigo Airlines
12.2019 - 03.2020
- Boarding and debarking the passenger.
- Document cross verification.
- Coordinating for special service.
- Gate and Ramp coordinating.
- Screening staff before entering aircraft.
Education
Master - Airline and Airport Management
Bharathiyar University
06.2021
Bachelor of Commerce - Computer Application
Kerala University
06.2017
Higher secondary school - Commerce
Mumbai University
02.2014
Skills
- Time management
- Team player
- Strong communication skills
- Exceptional customer service
- Supervision
- Coordination
- Organizational
- Multitasking Skills
- Complaint handling
- Cross-functional coordination
- Customer service
- Effective communication
- Adaptability and flexibility
- Attention to detail
- Adaptability
- Decision-making
- Reliability
- Teamwork
- Call center experience
- Teamwork and collaboration
- Computer skills
- Customer service excellence
Accomplishments
- Fifa World Cup Airport ground operation 2022
Timeline
Customer Experience Executive
Unimoni Exchange Qatar
02.2023 - Current
Customer Service Agent (General / Commercial Aviation)
Qatar Aviation Service
07.2022 - 02.2023
Officer security (Commercial Aviation)
Indigo Airlines
12.2019 - 03.2020
Master - Airline and Airport Management
Bharathiyar University
Bachelor of Commerce - Computer Application
Kerala University
Higher secondary school - Commerce
Mumbai University
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