Kumar Somra
Far Rockaway,NY
Summary
Experienced customer service supervisor bringing 7 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Develops strong working relationships with teams to boost performance and meet objectives. Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Sales Associate
Hudson News, JFK International Airport
- Greeted customers in a timely fashion while quickly determining their needs
- Recommended merchandise to customers based on their needs and preferences
- Responded to customer questions and requests in a prompt and efficient manner
- Operated a cash register for cash, check and credit card transactions.
Senior Customer Service Supervisor
Hallmark Aviation Services
2016.11 - Current
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Conducted regular evaluations of individual staff members'' work performance, providing constructive feedback to ensure continued growth and development within their roles.
- Championed innovative approaches towards problem-solving that resulted in more efficient and effective resolutions for customers.
- Increased customer satisfaction by implementing new strategies to improve service quality and efficiency.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
Duty Manager
Hallmark Aviation Services for Qantas
2023.05 - 2023.11
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Served as the primary point of contact for VIP guests, ensuring personalized service and exceptional experiences throughout their stay.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Education
High School Diploma -
Queens High School for Information, Research & Technology
Far Rockaway, NY2014
Skills
- Office Management
- Time Management
- Staff Training
- Payroll Administration
- Administration and Operations
- Job and Task Observation
- Performance Tracking and Evaluations
- Correcting Discrepancies
- Employee Scheduling
- Administrative Duties
- Customer Experience Management
- Leadership
Certification
- Certified Emirates Service standards and. System trainer
- Certified policy and systems trainer for British Airways.
Timeline
Duty Manager
Hallmark Aviation Services for Qantas
2023.05 - 2023.11
Senior Customer Service Supervisor
Hallmark Aviation Services
2016.11 - Current
Sales Associate
Hudson News, JFK International Airport
High School Diploma -
Queens High School for Information, Research & Technology
- Certified Emirates Service standards and. System trainer
- Certified policy and systems trainer for British Airways.
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