Versatile Senior Executive knowledgeable about Ticketing, operations and personnel management. Successful at stepping into diverse positions and making immediate positive contributions. Focused on optimizing operations and motivating employees while establishing market dominance. Results-oriented Senior Executive driven to always be improving business operations. Specializing in Aviation with 11-year track record of success. Forward-thinking Senior Executive bringing 11 years of progressive experience in the Aviation industry. Strategic and decisive leader with a growth-oriented mindset. Talented professional with expertise in Trainer role. Dynamic public speaker known for meeting demanding training schedules and exceeding management expectations. Considered valuable asset to any team. Dedicated trainer enthusiastic about assisting new hirer to develop top-notch knowledge and skills in Ticketing, Customer Service. Motivational and engaging leader with 7+ years of aviation industry experience. Advanced skills in planning, organizing and prioritizing work. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Hi, I’m
RAJKUMAR SHANMUGANATHAN
Load Controller
Chennai,TN
Summary
Overview
11
years of professional experience
1
Certification
Work History
AI Airport Services LimitedChennai
Senior Executive
07.2013 - 06.2023
Job overview
- Maintained accurate records of customer interactions, transactions and comments in the database system.
- Provided prompt and courteous service to customers via phone, email, and chat.
- Resolved customer complaints in a timely manner while maintaining professional attitude.
- Collaborated with other departments to ensure customer satisfaction.
- Developed strong relationships with customers by providing knowledgeable advice on products and services.
- Ensured that all customer queries were handled quickly and professionally.
- Provided technical support when necessary to resolve complex problems.
- Prepared detailed reports of daily activities for management review.
- Responded promptly to emails sent by customers seeking assistance.
- Participated actively in weekly meetings held by the Customer Service Manager.
- Trained and motivated team members to strengthen customer service strategies and boost satisfaction levels.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Implemented programs designed to increase employee engagement within the team.
- Assisted in developing training materials for new hires as well as existing employees.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Monitored service desk ticket queues to facilitate timely response and resolution.
- Provided customer service to travelers, including ticketing and seating assistance.
- Assisted in resolving customer complaints and inquiries related to ticketing services.
- Confirmed reservations by entering passenger data into the system accurately.
- Issued tickets with correct information regarding flight times, destinations, and seat assignments.
- Processed payments for tickets using a variety of payment methods such as cash, credit cards, and checks.
- Resolved discrepancies between reservation systems to ensure accuracy of records.
- Provided passengers with boarding passes and travel documents according to airline regulations.
- Maintained knowledge of current flight schedules for all airlines served by the company.
- Ensured that airport security requirements were met prior to issuing tickets.
- Sold, printed and issued Electronic and Manual tickets to customers following all applicable guidelines.
- Entered information in Altea CM system to maintain updated details related to customer ticket orders, reservations and payment method.
- Helped travelers find locations within airport complex.
- Took reservations from patrons by phone or online.
- Coached staff on strategies to enhance performance and improve customer relations.
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Organized and facilitated classroom workshops, webinars, and one-on-one coaching sessions.
- Developed assessment tests to evaluate trainees' knowledge of course material.
- Created multimedia presentations using PowerPoint, video conferencing tools, and other software applications.
- Documented all training activities including attendance records, feedback forms, surveys.
- Facilitated group discussions between participants to promote active engagement in learning activities.
- Resolved any issues raised by participants during the training session in a timely manner.
- Assisted with troubleshooting technical problems related to online platforms used for delivering instruction.
- Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
- Developed practical training programs to impart knowledge and improve individual skill sets.
- Worked with subject matter experts to validate relevancy of content.
- Supervised classroom during training delivery to determine if staff followed classroom guidelines and fulfilled necessary requirements of course objectives.
Bhadra International India LTDChennai
CSA
03.2013 - 07.2020
Job overview
- Hired by Bhadra International India PVT LTD as Customer Service Agent from 01-Mar-2013-20 to 20-Jul-2013.
Livewel Aviation PVT LimitedMumbai
Jr.CSA
09.2012 - 02.2013
Job overview
- Started my career as Trainee CSA in Chatrapathi Sivaji International Airport from the period between 01-Sep-2012 to 25-Feb-2013
Education
Alagappa University
Aeronautical Science
University Overview
Grade: 82.0% in First Class
Skills
- Multi Tasking
- Problem Solving
- Team Work
- Communication
- Attention To Detail
- Responsiblity
- Student Engagement
- Course Development
- Online Instruction
- Lesson Planning
- Payment Collection
- Proficient in Altea CM and GO NOW
- Creative Problem-Solving
- New Hire Training
- Interpersonal Communication
- Public Speaking
- Planning and Coordination
Languages
Languages
English Tamil Malayalam
Extracurricular Activities
Extracurricular Activities
Browsing Internet about technical Gadgets, New Car arrivals, Technological advancement. Singing with karaoke Cooking recipes from internet Riding Bike and Car for long drives
Certification
- Line Trainer for GO-Now DCS
- Line Trainer for Various airlines as a GHA representative
Timeline
Senior Executive
AI Airport Services Limited
07.2013 - 06.2023
CSA
Bhadra International India LTD
03.2013 - 07.2020
Jr.CSA
Livewel Aviation PVT Limited
09.2012 - 02.2013
Alagappa University
Aeronautical Science