SANDY FERNANDES
Mumbai
Summary
Experienced Senior Customer Service Executive with strong background in customer relationship management. Proficient in leading teams and managing operations to ensure seamless service delivery. Strong interpersonal, problem-solving, and communication skills, coupled with ability to handle high-pressure situations effectively. Proven record of improving customer satisfaction and driving customer loyalty in previous roles.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Sr Customer Service Executive
Akasa Air Private Limited
Mumbai
06.2025 - Current
- Trained new staff on company policies and customer service techniques.
- Created detailed reports on customer experiences for management review.
- Addressed escalated issues with professionalism and empathy during high-pressure situations.
- Participated in team meetings to discuss strategies for improving service quality.
- Contacted customers to assess needs and deliver solutions.
- Worked closely with other departments such as Sales, Marketing, and Operations to ensure maximum client satisfaction.
Customer Service Executive
AI Airport Services Limited
Mumbai
04.2022 - 05.2025
- Coordinated with stakeholders to ensure efficient turnaround for flights.
- Facilitated re-booking for disrupted guests due to misconnections, delays, and cancellations.
- Supervised check-in counters and resolved staff queries regarding documentation and SOPs.
- Addressed customer complaints by clarifying product status and calming concerns.
- Conducted needs analysis and presented tailored options to assist customer decisions.
- Led a team of 40 staff, overseeing entire boarding gate operations alongside supervisors.
CUSTOMER SERVICE ASSOCIATE
Cogent E Services Private Limited
Noida
07.2021 - 02.2022
- Assisted customers with inquiries and provided timely solutions for issues.
- Handled customer complaints efficiently while maintaining positive service relationships.
- Processed orders and returns accurately using company software systems.
- Monitored service calls to ensure compliance with quality standards and guidelines.
Education
Diploma - Aviation and Hospitality Management
IITC Global Carriers
Mumbai, India09.2019
Commerce - Commerce With Information Technology
Late P.R Patil Utkarsh Vidyalaya
Mumbai, India05.2018
Skills
- World Tracer and Amadeus
- Team collaboration
- Customer relationship management
- Query resolution
- Adaptability and learning
- Complaint handling
Accomplishments
- Awarded Best Employee From Air India & AI Airport Services.
- Represented AI AIRPORT SERVICE In Goa During TATA CEO Convention.
- Handled Multiple VIP Flights In Mumbai & Goa.
Certification
- UK & US Visa Certified, trained and certified by the respective consular agencies, demonstrating in-depth knowledge of international travel documentation, visa verification procedures, and compliance with immigration protocols. Ensures accurate and efficient handling of guest travel requirements in alignment with global aviation standards.
Languages
English
First Language
Hindi
Proficient (C2)
C2
Marathi
Proficient (C2)
C2
Punjabi
Elementary (A2)
A2
Timeline
Sr Customer Service Executive
Akasa Air Private Limited
06.2025 - Current
Customer Service Executive
AI Airport Services Limited
04.2022 - 05.2025
CUSTOMER SERVICE ASSOCIATE
Cogent E Services Private Limited
07.2021 - 02.2022
Diploma - Aviation and Hospitality Management
IITC Global Carriers
Commerce - Commerce With Information Technology
Late P.R Patil Utkarsh Vidyalaya
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