Amadeus Altea Customer Management
Tabrez Janjirkar
Duty Terminal Officer
Badlapur
Summary
Quality-oriented with 09 years of work experience. Aiming to leverage a proven knowledge of customer service, workflow planning, and customer satisfaction skills to successfully fill the Duty Manager role at your company. Frequently praised as hard-working by my peers, I can be relied upon to help your company achieve its goals. Accomplished with proven track record of exceeding aggressive sales objectives. Known for strong interpersonal skills and to develop loyal customer relationships. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
8
8
years of professional experience
6
6
Certifications
Work History
Customer Sales and Services Agent
Emirates Airline
05.2022 - 10.2022
- Identify customer needs through rapport building, actively seeking out sales opportunities and promoting all Emirates related products
- Issue Emirates tickets to customers ensuring their request is met and to offer them tailor made travel solutions
- Actively enhance Emirates revenue earnings by promoting additional services offered by the company and its partners.
- Diversified revenue streams by cross-selling ancillary products and services, increasing overall profitability for the agency.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Resolved caller issues quickly and thoroughly.
Senior Customer Services Agent
Celebi Nas Airport ServicesI India PVT Ltd
09.2015 - 05.2022
- Ensuring that passenger and aircraft handling practices conform to the safety and security standards
- Managing and controlling manpower on the shift, in order to optimize utilization and to maintain staff morale and discipline
- Ensuring proper allocation of manpower and resources in the airport operations
- Completing checks to ensure adequate standards are maintained
- Resolving customer problems and complaints while on duty and working with all departments including Customer Relations to provide resolutions for complaint handling
- Facilitating ramp handling activities in liaison with GHA, Caterers, Fueling, Maintenance, Cargo, and Crew to expedite departure
- Supports stakeholders and business partners to ensure their business runs effectively in order to provide customer a comfortable experience
- Proactively seeks out Terminal pressure points and prioritizes and directs resources accordingly
- Assist passengers in regards to entry requirements, visas, residence permits etc
- Is in constant contact with the airport authorities, police, customs, immigration officers and representatives of other airlines and communicate effectively with inter departments in Airline as well as GHA
- Perform other operational tasks/ responsibilities as may be assigned by the Airport Services Manager
- Responsible operations pertaining to creeping delays, Cancellations, AOG and acts as liaison between airport service providers, and relevant stakeholders
- Ensure passenger handling activities during the progress of the shift operation by evaluation and addressing changing scenarios such as denied boarding options, re-routings, change of aircraft, flight delays, passenger off loads and other that would premium service recovery.
- Mentored junior agents to develop their skills and elevate the team''s overall performance.
- Improved internal processes by identifying inefficiencies and suggesting actionable improvements during regular team meetings.
- Served as an escalation point for challenging cases, applying expert problem-solving abilities to reach favorable outcomes for both customers and the company.
- Collaborated with team members to consistently exceed monthly targets and company objectives.
- Delivered exceptional support by accurately tracking customer requests and providing timely updates on resolution progress.
Duty Terminal Officer
Adani Airports Holding Limited
10.2022 - Current
- Handling passengers with specialized and tailored services to accommodate VIP, CIP, Diplomats and Medical Evacuation flights at General Aviation Terminal.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Developed and implemented strategic plans to meet organizational goals, ensuring alignment with company objectives.
- Increased employee satisfaction with constructive performance evaluations and targeted feedback.
- Utilized data-driven decision-making techniques to inform strategic planning processes and measure progress towards goals.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
- Mitigated potential risks by proactively identifying potential issues and implementing appropriate countermeasures or contingency plans as needed.
- Optimized resource utilization by reallocating personnel based on workload assessment resulting in balanced workload distribution among the team members.
- Boosted team morale through recognition programs, resulting in higher productivity levels.
- Reported safety and fire hazards observed on routine patrols and during inspections.
- Attended personnel meetings and training sessions to improve skills and learn new policies and procedures.
- Conducted surveillance to detect suspicious activity.
- Coordinated operations with other emergency service groups.
Education
Secondary school -
V.Y.Kothari English School Higher Secondary School
Bachelor of Arts - Sociology
University of Mumbai
Mumbai 04.2001 -
Skills
Event Promotion
Certification
Certified Amadeus Altea Customer Management
Activities
- IATA Foundation in travel and tourism
- Amadeus Altea customer Management system
- Amadeus Altea Flight Management system
- Customer service Handling Course from Qatar Airways
- One world rrequent Flyer Program course certified in Qatar Airways
- DGR initial) training for passengers handling staff including load planners ( category 08 and 09)
Awards
Customer handling certificationAmadeus Altea Flight Management CLC certification
Accomplishments
- Certified trainer for Amadeus Altea Customer Management check-in system.
- Dangerous goods CAT 9 certified
- IATA foundation course certified
- Certified for Amadeus Altea Flight Management application.
- Certified trainer for Customer services handling training program in perspective to airlines.
- Certified trainer for Mishandled Baggage training program.
Software
Amadeus Altea Flight Management
Timeline
Duty Terminal Officer
Adani Airports Holding Limited
10.2022 - Current
Customer Sales and Services Agent
Emirates Airline
05.2022 - 10.2022
Senior Customer Services Agent
Celebi Nas Airport ServicesI India PVT Ltd
09.2015 - 05.2022
Bachelor of Arts - Sociology
University of Mumbai
04.2001 -
Secondary school -
V.Y.Kothari English School Higher Secondary School
Certified Amadeus Altea Customer Management
Certified Amadeus Altea Flight Management
One World Event in course certified
One World Frequent Flyer Program certified
IATA Foundation course in Travel and Tourism certified
Dangerous Goods category 08 and 09 certified
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