Experienced airport professional with a customer-centric approach, boasting 16 years of expertise in overseeing airline ground operations within international airports. Adept in managing challenging customer interactions and well-versed in airport procedures. Demonstrated track record of skillfully defusing customer concerns, elevating satisfaction levels, and fostering team cohesion to provide standout service. Eagerly pursuing career progression in the realm of customer service.
Aviation Customer Communicatons:
· Played a vital role in the aviation communication department, actively supporting the team in managing customer inquiries and concerns through email and SMS channels.
· Utilized strong written communication skills to craft professional and informative responses to customer emails, ensuring timely and accurate resolution of their issues or inquiries.
· Demonstrated excellent customer service abilities by addressing customer concerns with empathy, patience, and a focus on providing satisfactory resolutions.
. Collaborated closely with team members to ensure consistent and cohesive responses, maintaining the organization's brand voice and standards.
Volunteer Project
· Actively participated in volunteer initiatives to update and improve organization manuals.
· Collaborated with a team to review and revise existing manuals for accuracy and clarity.
· Assisted in developing new manuals to address evolving needs and best practices.
· Provided support to fellow volunteers by answering questions and offering guidance on procedures and protocols.
· Led daily briefings to keep volunteers informed about activities, goals, and updates.
· Developed briefing materials and presentations for effective communication and engagement.
· Provided comprehensive training on tasks, safety protocols, and customer service guidelines.
· Offered ongoing support and mentoring to volunteers, addressing concerns and providing feedback for skill improvement.