ELBIN THOMAS
Ernakulam
Summary
Adept at enhancing passenger experiences, I leveraged my expertise in time management and superior customer service at Qatar Aviation Services to streamline check-in and boarding processes. My fluency in multiple languages and problem-solving skills led to significant improvements in efficiency and customer satisfaction at Bhadra International, showcasing a commitment to excellence and operational improvement.
Overview
6
6
years of professional experience
Work History
Airport Customer Service Agent 3
Qatar Aviation Services,Qatar Airways Group
12.2021 - Current
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
- Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
- Continuously updated knowledge of airline policies regarding luggage weight limits, fees, seating assignments-helping customers make informed decisions.
Senior( Customer Service Agent 2 )
Bhadra International India Pvt Ltd
02.2018 - 12.2020
- Delivered exceptional support by accurately tracking customer requests and providing timely updates on resolution progress.
- Improved internal processes by identifying inefficiencies and suggesting actionable improvements during regular team meetings.
- Managed high call volume with excellent time management skills, maintaining efficiency without sacrificing quality service.
- Served as an escalation point for challenging cases, applying expert problem-solving abilities to reach favorable outcomes for both customers and the company.
Education
IATA DIPLOMA IN AIRPORT STATION MANAGEMENT - Aviation
Spredwings Aviation Academy
Ernakulam,kerala,india01.2018
Bachelour Degree In Commerce - Travel And Tourism
Mahatma Gandhi University
Kottayam,Ernakulam,kerala,india03.2016
Skills
- Passenger Assistance
- Strong multitasking
- Time management expertise
- Flexible Work Schedule
- Effective problem solving
- Disability assistance experience
- Travel documentation verification
- Airport security awareness
- Airline Policies Knowledge
- Baggage handling understanding
- Fluent in Multiple Languages
- Emergency response readiness
- Superior customer service
- Boarding process efficiency
- Exceptional communication
- Excellent interpersonal skills
- Gate assignment coordination
- Ticketing System Knowledge
- Check-in procedures mastery
- Cross-cultural sensitivity
- Lost luggage handling
- Customer Service
Accomplishments
Certificate of Completion Empowered airports- Customer service Awarded by Etihad Airways.
Star Performer Of The First and third Quarter of 2019 Awarded by Bhadra international india Pvt Ltd.
Certificate of Excellence for contribution as Event Management Support of "ICON 2017"-IAAI national convention Held at Cherai Beach Resorts Awarded by "The IATA AGENTS ASSOCIATION OF INDIA".
Certificate of Appreciation 'You are a star' for the commitments to uphold the standards and values of Qr Group awarded by Qatar aviation services.
Timeline
Airport Customer Service Agent 3
Qatar Aviation Services,Qatar Airways Group
12.2021 - Current
Senior( Customer Service Agent 2 )
Bhadra International India Pvt Ltd
02.2018 - 12.2020
IATA DIPLOMA IN AIRPORT STATION MANAGEMENT - Aviation
Spredwings Aviation Academy
Bachelour Degree In Commerce - Travel And Tourism
Mahatma Gandhi University
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