TRESSIE MONTEIRO
Corlim
Summary
An adaptable graduate with a comprehensive skill set, characterized by self-motivation and a focused approach. I excel at working independently and am eager to take on additional responsibilities. Quick to learn and apply new work procedures.
Overview
21
21
years of professional experience
Work History
Showroom Incharge
Counto Motors - Dealer For Mercedes Benz
Goa
04.2023 - Current
- Generated customer accounts, leads and booked orders while ensuring follow ups with potential clients.
- Proficient in utilizing Sales Transaction Systems.
- Incident tickets were initiated on the SNOW platform for troubleshooting issues with the Sales Transactions systems, Sales Force Dot Com (SFDC), Edealer, and the Vehicle Booking System.
- Ensured adherence to the prescribed standard procedure by Mercedes Benz during the delivery process
- Managed vendor communications to secure timely replenishment of office supplies and cleaning essentials.
- Maintained consistent and prompt documentation of sales achievements for both Sales Consultants and vehicle models on a monthly, quarterly, and yearly
- Managed email approvals for defleetion of demo cars and invoice processing.
Star Assistant
Counto Motors - Dealer For Mercedes Benz
Goa
10.2018 - 04.2023
- Generated positive professional relationships with both external and internal customers.
- Maintained up-to-date logs of appointments
- Maintained consistent communication with customers to ensure attendance at scheduled appointments.
- Ensured adherence to Mercedes Benz's standard process for scheduled new vehicle delivery by coordinating with other departments.
- Facilitated coordination with sales team to organize test drives on demonstration cars
- Ensured adherence to showroom cleanliness policies and LUX standards for demo and display cars
- Ensured adequate number of display cars models in the showroom, including one accessorized car.
Hub Control Centre Coordinator
Qatar Airways
Doha
09.2013 - 04.2016
- Established a streamlined process for resource allocation through the documentation of precise Standard Operating Procedures
- Supervised and monitored grade 3-5 deployment of Hub Customer Services to meet operational resource requirements.
- Managed the monthly roster requirements and optimized resources cost-effectively.
- Monitored necessary changes in published roster to minimize/maximize overtime during unscheduled delays and disruptions
- Streamlined operations by effectively coordinating manual pre-planning and real-time planning of Hub Customer Services (Grade 3 - 5), accounting for passenger load, flight schedules, and available resources.
- Monitored radio communication and alert messages in real-time operations
- Coordinated with department and area supervisors to maximize the efficient use of resources without disrupting daily operations.
- Maintain attendance record for Hub Customer Services during current and upcoming shifts
- Managed the coordination between training department and hub customer services to organize on-job trainings during rostered shift hours.
- Coordinated with Airport Operations Control Centre (AOCC) to ensure smooth operations
- Published resource plan according to department managers' timeframe and communicated to all on operation day.
Senior Airport Services Agent
Qatar Airways
Doha
04.2011 - 09.2013
- Managed all flights heading to the United States
- Led and directed a team consisting of 15-20 Airport Service Agents
- Closely monitored and verified regulatory compliance(APIS,AQQ,ESTA) of Airport Service Agents, guaranteeing a seamless travel experience for passengers heading to the United States.
- Contributed to smooth operations by regularly updating flight gate numbers in Altea
- Maintained smooth operations of check in, transfers and boarding for all US-bound flights while ensuring customer service standards were met.
- Ensured passengers with reduced mobility received necessary support
- Ensured adherence to priority boarding procedures.
- Worked closely with the Operations control center to resolve issues pertaining to short connections and late arrivals
- Effectively addressed issues with misconnections and mishandling of passengers by promptly rerouting them.
- Efficiently managed the removal of luggage not meant for scheduled flights, meeting the required deadline and enhancing OTP.
Senior Customer Service Agent
Qatar Aviation Services
Doha
03.2009 - 03.2011
- Oversaw flight operations for both Qatar Airways and Other Airlines
- Directed the activities and performance of an efficient team with a focus on establishing positive customer interactions
- Maintained operational consistency by implementing and monitoring SOPs for various Airlines
- Coordinated with transit arrival team to minimize delays by ensuring immediate connections.
- Coordinated effectively with Operations Control Centre (OCC) regarding late arrivals and misconnections.
- Completed baggage offloading for No show customers promptly, ensuring adherence to timelines and On-time Performance record.
- Ensuring our customers receive quality service at all times whilst adhering to safety policy and standard procedures of the company.
Customer Service Agent
Qatar Aviation Services
Doha
03.2005 - 02.2009
- Ensured every passenger received a warm welcome
- Ensured consistent adherence to grooming standards for a professional appearance.
- Managed the timely check-in and boarding of passengers, ensuring compliance with regulations
- Prevented cabin inconvenience by monitoring heavy or bulky baggage at the final point of departure
- Facilitated seamless airport experience for first-time travellers, unaccompanied minors, elderly and incapacitated passengers
- Efficiently delivering exceptional customer service at the transfer desk for incoming passengers with onward connections on Qatar Airways by verifying their baggage information prior to check-in, distributing boarding passes and meal vouchers as necessary.
- Maintained a safe work environment by implementing company procedures effectively.
Junior Customer Service Agent
Qatar Aviation Services
Doha
09.2004 - 02.2005
- Welcomed passengers with a constant smile and friendly attitude
- Maintaining professional image by adhering to all applicable grooming guidelines
- Provided exceptional pre-check-in assistance by efficiently organizing queues and offering support to families, first-time travelers, and passengers with specialized requirements.
- Efficiently followed standard procedures to initiate boarding at the gates, including announcements, priority boarding, and hand baggage compliance.
- Directed and assisted arriving/departure passengers to various areas including hotel desk, transfer desk, premium lounges, and boarding gates
- Ensuring safety policy and standard procedures of the company are followed at all times.
Trainee Associate
Airline Financial Services
Mumbai
02.2004 - 05.2004
- Enhanced data entry skills by handling passenger information for multiple airlines including Air France, Air Portugal, and Sabena Airlines as part of the Frequent Flyer Programme Department
Trainee Associate
Ark Travels Pvt Ltd
Mumbai
08.2003 - 01.2004
- Handled passenger queries regarding visas, ticket bookings, and special assistance. Managed domestic and international bookings as well as group booking and hotel reservations. Confirmed waitlisted bookings with airlines and made amendments to confirmed bookings. Issued tickets.
Education
Bachelor of Commerce -
University Of Mumbai
MumbaiHigher Secondary School Certificate -
St Andrews College
MumbaiSecondary School Certificate -
St Blaise High School
MumbaiSkills
- Clear Communication Skills
- Effective Strategic Planning
- Proficient in Multitasking
- Analytical Attention to Detail
- Team Coordination
- Analytical Decision Making
Accomplishments
- Qatar Airways - Employee of the Month, July 2013
- Letter of Appreciation for finalizing the gate roster.
Other Qualifications
- Diploma in MS - Office Automation
- Knowledge of Amadeus, SalesForce, Sales transaction System
- British Airways Fares & Ticketing -Level 1 &2
Courses Completed
- Passenger Service Skills - 2005
- Security Awareness course - 2005
- Dangerous Goods Awareness - Category 9 - 2005 // 2007 // 2009 // 2011 // 2013 // 2015
- Departure Control System
- United Kingdom Agency Visa briefing and Forgery and Imposter Course - 2005
- Completed Customer Service Excellence - 2009
- Completed Aviation Security Awareness - 2009
- Completed US Disability Act DOT( Department of transportation) 14CFR Part 382 (General Awareness) - 2011
- Altea Customer Management
Languages Known
English
Proficient (C2)
C2
Hindi
Intermediate (B1)
B1
Personal Information
- Date of Birth: 07/13/1981
- Marital Status: Married
- Passport No: X9406201
- DOE: 18.06.2033
Timeline
Showroom Incharge
Counto Motors - Dealer For Mercedes Benz
04.2023 - Current
Star Assistant
Counto Motors - Dealer For Mercedes Benz
10.2018 - 04.2023
Hub Control Centre Coordinator
Qatar Airways
09.2013 - 04.2016
Senior Airport Services Agent
Qatar Airways
04.2011 - 09.2013
Senior Customer Service Agent
Qatar Aviation Services
03.2009 - 03.2011
Customer Service Agent
Qatar Aviation Services
03.2005 - 02.2009
Junior Customer Service Agent
Qatar Aviation Services
09.2004 - 02.2005
Trainee Associate
Airline Financial Services
02.2004 - 05.2004
Trainee Associate
Ark Travels Pvt Ltd
08.2003 - 01.2004
Bachelor of Commerce -
University Of Mumbai
Higher Secondary School Certificate -
St Andrews College
Secondary School Certificate -
St Blaise High School
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