Ali Kapasi
Sandringham,New Zealand
Summary
Dynamic customer service professional with extensive experience at QANTAS, excelling in in-flight service and crisis management. Proven track record of exceeding and enhancing customer engagement through effective communication and teamwork. Multilingual with a keen attention to detail, dedicated to delivering exceptional experiences and ensuring safety.
Overview
26
26
years of professional experience
Work History
Brand Ambassador & Host - Liqour Promotion & Sales
BTL Engage
11.2020 - Current
- Host tastings at venues through out Auckland Region
- Introduce and educate consumers about the new product launch
- Achieved top sales results for the campaign worked on
- Complete after sales reporting and documentation online
Cabin Crew Team Member - Business & First Class
QANTAS/ JETCONNECT
09.2017 - Current
- Carry out all safety-related duties.
- I am experienced & endorsed to fly on all QANTAS wide body jets namely B787, A330 & A380.
- I excel in taking care of my customers on board by offering all products and services as directed and available, and at times going above and beyond to exceed customer expectations.
- Working as one team with onboard managers and fellow team members to provide the best in-class experiences to my customers and deliver on the true spirit of Australia.
Brand Ambassador & Host - Liqour Promotion & Sales
Colenso BBDO - Auckland, New Zealand
09.2016 - 12.2019
- Host tastings at venues through out Auckland Region
- Introduce and educate consumers about the new product launch
- Achieved top sales results for the campaigns worked on
- Complete after sales reporting and documentation
Customer Service Supervisor
Bidvest Food Service - Auckland, New Zealand
11.2015 - 08.2016
- Manage a high performing team
- Manage shift responsibilities
- Generate and analyse reports daily
- Conduct training modules & support the team with system and processes
- Liaison with Sales & Logistics teams
- Direct frontline face to face customer support
- Up sell and cross sell across product lines
- Consistently achieved & exceeded personal & team targets and increased overall sales volumes
Customer Sales / Merchandiser
Goodman Fielder New Zealand Ltd. - Auckland, New Zealand
Sandringham, New Zealand
09.2012 - 10.2015
- Direct Frontline assistance to consumers in store with Goodman Fielder related product lines
- Liaison with immediate Supervisor & Delivery Contractor, work towards Goodman Fielder sales initiatives and promotions
Customer Service Representative
Champion Flour Milling New Zealand Ltd. - Auckland, New Zealand
05.2011 - 10.2015
- Direct frontline dedicated service point for all order fulfillment activities and enquiries
- Professionally build and maintain excellent working relationships and clearly communicate with key customer contacts and various internal stake holders
- Support Sales Team with administrative duties
- Mentor and train new staff joining the customer services team
Customer Service Executive
Fonterra Co-Operative Group Ltd. - Auckland, New Zealand
06.2006 - 09.2010
- Direct Frontline dedicated service point for all order fulfillment activities and enquiries
- Professionally build and maintain great working relationships and clearly communicate with key customer contacts, various internal & external customers
- Achieving results within strict timelines, always ensuring customer care first and maintaining business interests
- Achieved consistently 90% success results for accuracy & efficiency for my managed customers
- Analysed and escalated single handedly a reoccurring issue for one of my largest customer and worked with top management within the Fonterra Customer Service team to put corrective action in place
- Coached and supported team members with their customers
- Built a strong understanding of business processes and systems
Customer Service Representative
Mercury Energy - Auckland, New Zealand
02.2004 - 10.2007
Customer Service Representative
Yellow Pages - Auckland, New Zealand
08.2005 - 06.2006
Customer Service Supervisor
eServe International Limited - Mumbai, India
12.2001 - 09.2003
- Started as a frontline team member and within six months getting promoted to a team supervisor managing a team of 6 to 7 agents
- Manage escalations and follow through till the best outcome for customer reached
- Manage Staff and Shift responsibilities
- Manage general performance of the team, where accuracy level of the team ranged from 95% to 99% in all aspects like service, product, knowledge and soft skills
- Coached team members and conduct refreshers of product & systems
Retail Assistant
Crystal Gallery LLC - Dubai, United Arab Emirates
01.1999 - 10.2001
Education
Responsible Service of Alcohol - Statement of Attainment -
01.2017
Workplace First Aid Training -
01.2017
New Zealand Certificate in Tourism Level 4 -
01.2016
Amitabha Hospice Services Caregiver Training Course -
01.2016
Skills
- Customer Service
- Professional Communication
- Problem Solving
- Fluent Multi-Lingual
- Safety management
- In-flight service
- Customer engagement
- Team collaboration
- Crisis management
- Conflict resolution
- Product knowledge
- Public speaking
- Time management
- Attention to detail
- Cultural awareness
- Special needs assistance
- Meal service
- Initiative-taking
- Emergency procedures
Text Sections
- Great Brand Ambassador!, Gregg Imlah (Experiential Director - Raydar)
- Ali, This is outstanding! Managing with patience and perseverance when faced with a challenging customer is the key to truly good customer interface skills! Well done, Arjun Chowdhry (General Manager - eServe International)
Websites
Languages
- English (Fluent)
- Hindi (Fluent)
- Gujarati (Fluent)
- Arabic (Read)
Professional Courses And Certifications
- Responsible Service of Alcohol, Statement of Attainment, 2017
- Workplace First Aid Training, 2017
- New Zealand Certificate in Tourism Level 4, 2016
- Amitabha Hospice Services Caregiver Training Course, 2016
Personal Information
Citizenship: New Zealand Citizen
Languages
Hindi
Professional
English
Native/ Bilingual
Gujarati
Native/ Bilingual
Timeline
Brand Ambassador & Host - Liqour Promotion & Sales
BTL Engage
11.2020 - Current
Cabin Crew Team Member - Business & First Class
QANTAS/ JETCONNECT
09.2017 - Current
Brand Ambassador & Host - Liqour Promotion & Sales
Colenso BBDO - Auckland, New Zealand
09.2016 - 12.2019
Customer Service Supervisor
Bidvest Food Service - Auckland, New Zealand
11.2015 - 08.2016
Customer Sales / Merchandiser
Goodman Fielder New Zealand Ltd. - Auckland, New Zealand
09.2012 - 10.2015
Customer Service Representative
Champion Flour Milling New Zealand Ltd. - Auckland, New Zealand
05.2011 - 10.2015
Customer Service Executive
Fonterra Co-Operative Group Ltd. - Auckland, New Zealand
06.2006 - 09.2010
Customer Service Representative
Yellow Pages - Auckland, New Zealand
08.2005 - 06.2006
Customer Service Representative
Mercury Energy - Auckland, New Zealand
02.2004 - 10.2007
Customer Service Supervisor
eServe International Limited - Mumbai, India
12.2001 - 09.2003
Retail Assistant
Crystal Gallery LLC - Dubai, United Arab Emirates
01.1999 - 10.2001
Responsible Service of Alcohol - Statement of Attainment -
Workplace First Aid Training -
New Zealand Certificate in Tourism Level 4 -
Amitabha Hospice Services Caregiver Training Course -
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