Parul Munshi
Doha
Summary
Experienced Airline Senior Customer Service Agent with over seven years of expertise in communication, client relations, operational support, and process improvement. Skilled at engaging with a diverse clientele to pinpoint resolutions and ensure optimal customer satisfaction.
Overview
8
8
years of professional experience
Work History
Senior Customer Service Agent
Qatar Airways
12.2018 - Current
- Proficient in ALTEA CM computer programs
- Assist passengers with self-service check-in kiosks
- Inspect and verify passenger documentation
- Assist passengers as needed through arrival and check in processes including support for passengers with special requirements such as unaccompanied minors (UM), VIP passengers and passengers needing wheelchair assistance.
- Produce work-related documentation when required.
- Maintain the highest standards of safety and security at all times.
- Coordinate standbys, monitor cabin availability and board passengers accordingly for an on-time departure in a challenging and time constrained environment.
- Ensure frontline staff is constantly briefed/de-briefed related to customer service standards and Standard Operating Procedures (SOP) on shift/flight basis
- Control the performance of the subordinates through constant monitoring and briefing the staff on flight-wise and shift-wise basis.
- Briefing may relate to grooming standards, passenger handling requirement of the particular airline or the particular flight.
- Use trouble-shooting techniques in the areas of jurisdiction by identifying the problem, seeking alternatives, then deciding on the correct option in order to minimize/eliminate flight delays, passenger inconvenience and maintaining the Safety/Security requirements.
- Provide constant feedback to the Supervisors with regards to staff performance and discipline
- Liaise with Airport security and Immigration in-order to speed-up all customer Care passengers handling process
- Monitor the Customer Care handling process provided for QR and other Airlines.
- Prevent and report misuse of company assets or customer properties.
- Manage effectively adverse situations pertaining to but not limited only on flight delays, disruptions, cancellations, or downgrading of aircrafts.
- Perform other department duties related to his/her position as directed by the Head of the Department
- Monitor manpower on designated areas through constant briefing on grooming standards, flight handling procedures, and passenger handling requirements.
- Provide on the job support to the staff on handling their queries related to visa and other document issues.
Passenger Facilitation Officer
MJETS Indamer
01.2017 - 10.2018
- Check-in of passengers at the counter. Issuance of boarding pass and tagging their bags to destination.
- To escort guests as requested throughout the terminal
- To deal with any enquiries regarding the flight
- Administration as appropriate
- To assist with guest luggage
- Assigned transport of special needs passengers including the disabled parents with infant’s senior citizens etc.
- Makes VIP clients feel welcomed and comfortable, leading to the client taking more interest in the organization.
- Deal with complaints made by clients in efficient manner.
- Be active on the airport floor to assist passengers with any problems that may arise, such as directions, information for completing security processing, and flight information.
- Ensure that passengers who are delayed or late are assisted with expediting their check-in and security clearance where possible.
- Actively promote safety within the airport.
- Liaise with other ground operations team members to arrange for delivery of customer requests.
- Assist passengers with any requests they have, such as requests for wheelchairs or special assistance
- Listen to passenger feedback and ensure that feedback is noted and taken on board.
Education
Bachelors - Business Administration
Guru Gobind Singh Indraprastha University
DelhiSkills
- Extensive knowledge of Customer Services and Airport security services
- Knowledgeable in latest customer Relation policies
- Computer literacy, empathy, active listening, written and verbal communication, adaptability, attentiveness, ability to read customer behavior, creative problem-solving
- Ability to perform effectively with cross-functional groups and departments
LANGUAGES:
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Senior Customer Service Agent
Qatar Airways
12.2018 - Current
Passenger Facilitation Officer
MJETS Indamer
01.2017 - 10.2018
Bachelors - Business Administration
Guru Gobind Singh Indraprastha University
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