Sandesh Gowda
Doha
Summary
Driven customer service professional with a proven track record of enhancing customer satisfaction. Skilled in managing diverse customer interactions, implementing service improvements, and leading teams to deliver exceptional support. Demonstrated ability to analyze customer needs, develop effective solutions, and foster positive client relationships. Strong communication and interpersonal skills combined with strategic problem-solving to drive a customer-centric approach. Committed to exceeding service expectations and contributing to the overall success of the organization. Experienced leader with a strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
12
12
years of professional experience
Work History
Lead customer experience
Qatar aviation services
09.2022 - Current
- Conducted compliance checks at check-in counters and boarding gates, ensuring strict adherence to airline and airport security regulations, including passenger documentation, baggage policies, and safety protocols.
- Managed critical situations such as flight delays, disruptions, and aircraft downgrades by coordinating with multiple departments to minimize impact on operations and passengers.
- Monitored customer service handling for airlines, ensuring high standards of service and efficiency in daily airport operations.
- Conducted regular briefings for frontline staff on customer service excellence, operational procedures, and security protocols to maintain a high-quality work environment.
- Assisted in workforce planning by coordinating with supervisors to determine staffing needs for different ground operations.
- Identified, addressed, and resolved operational issues to minimize flight delays and passenger inconvenience while upholding safety and security procedures.
Customer experience agent
Qatar aviation services
10.2016 - 08.2022
- Updating preflight brief sheet and seating arrangements for groups and families.
- Performed Check in on counters.
- Profiling passengers and via document check.
- Escorting Unaccompanied Minor, meet and assist of Priority passengers.
- Updating passengers PNR and TICKETS, booking of the passengers.
- Arrivals and Departure crew clearance.
- Performing in a calm and quick way during situations like Aircraft on ground, overall system errors and diverted flights and supervising the counters.
- Controls and Monitor of the boarding gates.
Executive customers service Agent
Air India SATS- Singapore Air Terminal Services
05.2013 - 09.2016
- Access Control of Aircraft & Pre-flight (anti-sabotage Check) of Aircraft
- Passenger Baggage Security & Cargo Security
- Catering Security
- Passenger Frisking
- Passenger Visa Checking
- Guarding of Base Flights
- Counter Surveillance
- Screening of Airport Workers
- Airport and Aircraft Searches
- Airside Driving and Escorts
Education
Bachelor Degree - computer applications
Karnataka state university
Bangalore03.2017
Pre University college - PCMB
Karnataka state board
Bangalore03.2014
Skills
- English Proficiency: Excellent command of spoken and written English, ensuring clear communication across all levels of the organization
- Resource Management: In-depth understanding of resource planning, allocation, and optimization to ensure smooth and efficient operations
- Mentoring & Coaching: Proven track record in mentoring and coaching staff to enhance performance and support career development
- Managerial & Leadership Skills: Skilled in delegating responsibilities, setting clear objectives, managing workflows, and building cohesive teams
- Customer Care Expertise: Adept at analyzing and resolving customer care-related delays, contributing to improved service quality and operational efficiency
- Gap Analysis & Corrective Actions: Capable of identifying performance gaps and implementing effective corrective and preventive measures
- Leadership
- Analytical thinking
- Excellent communication
- Time management
- Problem-solving
- Team oriented
- Compliance & Regulatory Adherence
- Incident Reporting & Escalation
- Crisis Management & Operational Coordination
- Customer Service & Stakeholder Communication
- Team Leadership & Staff Training
- Microsoft office & Excel
- British Airways Fly Amadeus
- Altea DCS System
- Naviator DCS System
- Troy Macs DCS System
- Iport Check-in DCS System
- SABER Check-in DCS System
- Go-Now check in DCS system
- Crane DCS system
Hobbies and Interests
Exploring distant lands, Capturing moments, Feeling the music, Every kind of sport
Languages
English
Bilingual or Proficient (C2)
Arabic
Intermediate (B1)
Hindi
Advanced (C1)
Tamil
Advanced (C1)
Telugu
Advanced (C1)
Malayalam
Upper intermediate (B2)
Timeline
Lead customer experience
Qatar aviation services
09.2022 - Current
Customer experience agent
Qatar aviation services
10.2016 - 08.2022
Executive customers service Agent
Air India SATS- Singapore Air Terminal Services
05.2013 - 09.2016
Bachelor Degree - computer applications
Karnataka state university
Pre University college - PCMB
Karnataka state board
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