VAIDYANATHAN KS
New Delhi
Summary
Dynamic customer service professional with extensive experience at United Airlines, excelling in team leadership and performance optimization. Proven ability in conflict management and workforce planning, driving improvements in service delivery. Recognized for enhancing customer satisfaction through effective communication and problem-solving skills, ensuring operational excellence in fast-paced environments.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Representative
United Airlines
New Delhi
01.2023 - Current
- Engage front-line co-workers to deliver excellent customer service and an on-time quality product - for example, participate in briefings, and develop team communications
- Monitor the performance of a team, zone or cell, taking actions as necessary, to ensure daily goals, and KPIs are met
- Assess and delegate the appropriate work tasks to Service GHA/Pursers/Turn around coordinator
- Identify issues and engage in structured problem solving to assist in the resolution or mitigation of the identified concern.
- Conduct trend analyses, review key metrics and take actions to address items not on track - lead performance dialogues with front-line co-workers and business partners to review metrics, performance boards and issues boards
- Develop and implement standard work and continuous improvement processes
- Set expectations with co-workers with regard to performance standards including consistent and outstanding delivery of service and product
- Provide front-line co-workers with regular coaching, feedback and recognition, as appropriate
Senior Front of House
Qatar Airways
Doha
10.2022 - 08.2023
- In Charge of maintaining high productivity and a consistently positive customer experience
- Be a role model and share best work practice to staff
- Go around all areas of the lounge to communicate
Team Leader
dnata Travel Group, Etihad Airways
Bangalore
10.2021 - 09.2022
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team
- Ensure that team and individual agent performance is at the required standard and maximize the productivity of each individual member
- Ensure that all guest complaints or queries received either directly via escalation or from other departments are objectively investigated and are responded to in a timely manner and where appropriate, recommend or personally take corrective action
- Ensure you and your team maintains data protection and confidentiality for both Etihad and guests
- Liaise with other internal contact center teams
Assistant Customer Service Manager
IndiGo Airlines
Bangalore
02.2015 - 10.2021
- Reviewed submitted documents to check compliance and enforce recordkeeping policies
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Entered customer interaction details to track requests, document problems and record solutions offered
- Conferred with sales team members to evaluate processes and improve integration of after-sales assistance
- Managing of check-in counters, Boarding Gates as well as arrivals
Customer Service Agent (Acting Team Leader)
Bird World Wide Flight Service, Sri Lankan Airline
Cochin
02.2012 - 01.2015
- Complete daily, weekly and monthly reports and record as required for the efficient aircraft operations of the facility and aircraft
- Providing information, reservations and ticketing services to customers at Company ticket and gate counters
- Checking in passengers at the airport and assisting them
- In exceptional cases, helping passengers rebook the itineraries and get boarding passes
- Generated flight reservations using airlines' computer system and issued airline tickets and boarding passes
- Answering the client queries about the arrival and departure timings of the flights, baggage policy, visa rules
Education
Bachelor of Arts - English Language And Literature
SHOBHIT UNIVERSITY
12.2014
Diploma - Airport Management And Ground Handling
PEBBLE HILLS UNIVERSITY
USA12.2011
Master In Air Transport and Operations Management -
National institute of business management and technology
Skills
- Airline & Airport Operations
- Real Time Planner
- Airline Reservation Lead
- Work force Management
- Manpower Optimization
- Staff Communication
- Quickly Learner
- Customer Service
- Hospitality
- Convincing & Negotiation
- World Tracer Qualified
- Irregular Operation Expert
- Altea DCS
- Amadeus Reservations
- Saber
- Skyport
- Go Now
- Skyspeed
- MACS
- MS Office
- Trainer
- Team Management
- Conflict Management
- Movement Handling
- Staff Briefing
- Coaching
- Attendance Management
- Grooming Standards
- Daily Reporting
- Maintenance Follow Ups
Certification
- Sri Lankan Airlines DCS Management Certification
- World Tracer Qualified
- Basic AVSEC qualified
- Grooming I Coach
- Dangerous Goods- CAT 8,9,12(R)
Additional Information
India, Nominated & Awarded by the Airline for performing smooth operations and rescue service during national calamity, (Kerala 2018), Awarded for hard work and commitment by the company for showcasing exemplary service during crisis situation (February 2013), Supervised team of 80 staff members., Rewarded as Best Grooming Coach, Awarded and recognized for Best Customer Service (2016)
Timeline
Customer Service Representative
United Airlines
01.2023 - Current
Senior Front of House
Qatar Airways
10.2022 - 08.2023
Team Leader
dnata Travel Group, Etihad Airways
10.2021 - 09.2022
Assistant Customer Service Manager
IndiGo Airlines
02.2015 - 10.2021
Customer Service Agent (Acting Team Leader)
Bird World Wide Flight Service, Sri Lankan Airline
02.2012 - 01.2015
Bachelor of Arts - English Language And Literature
SHOBHIT UNIVERSITY
Diploma - Airport Management And Ground Handling
PEBBLE HILLS UNIVERSITY
Master In Air Transport and Operations Management -
National institute of business management and technology