MS Office, MS Word, MS Excel
Winston Henriques
Operations Coordinator
Gorai, Mumbai
Summary
Operations Coordinator offers over 8 years of extensive experience in the airline industry. Top-tier skills in business and operations management. An analytical problem solver and critical thinker with remarkable decision-making and multi-tasking abilities.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Operation Coordinator
Qatar Airways Holidays
Doha
12.2019 - Current
- Recommend products to customers, thoroughly explaining the details.
- Calls and complaints are documented and detailed using the CRM database.
- Answer customer telephone calls and emails promptly to avoid on-hold wait time.
- Generate maximum revenue for the company by achieving your self-target and helping other colleagues to achieve their individual targets.
- Identify the new market trends from which the business can be generated and share feedback during management meetings.
- Offer advice and assistance to customers, paying attention to special needs or wants.
- Use the company's troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Respond to customer requests for products, services, and company information.
- Answer product and service questions, suggesting other offerings to attract potential customers.
- Clarify customer issues and determine the root cause of problems to resolve product or service complaints.
- Increase efficiency and team productivity by promoting operational best practices.
- Cross-train and provide backup support for organizational leadership.
- Promote a superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Train new personnel regarding company operations, policies, and services.
- Provide excellent customer care by responding to requests, assisting with product selection, and handling order functions.
- Train staff on operating procedures and company services.
- Develop highly empathetic client relationships and earn a reputation for exceeding service standards.
- Effective liaison between customers and internal departments.
- Provided onboarding and guidance to other sales representatives to meet sales goals while growing opportunities for business.
- Exhibit high energy and professionalism when dealing with clients and staff.
- Reduce process inconsistencies and effectively train team members on best practices and protocols.
- Reach out to customers after completing sales to suggest additional services or products.
- Increase efficiency and performance by monitoring team member productivity and providing feedback.
- Facilitate inter-departmental communication to effectively provide customer support.
- Act as a deputy operations officer when required.
- Take the responsibility of leading the team whenever required.
- Benchmarking of all our products is offered on a weekly basis.
- Reporting documents to QRH Finance on a daily basis.
Senior Operation Agent
Qatar Airways Holidays
Doha
09.2016 - 11.2019
- Dealing with clients and customers on a day-to-day basis
- Book holiday packages (flights, hotels, tours, cars, travel Insurances, etc.).
- Working as part of a team selling Holiday Packages.
- Maintain a customer record, supplier details, etc.
- Responsible for providing detailed travel information to customers and dealing with customer queries in relation to holiday packages.
- Ensure compliance with the company's procedures for documentation, ticketing, voids, and refunds.
- Management policy and target sales mix to achieve maximum room revenue, ensuring every opportunity to sell is taken.
- Check all incoming customer queries and take appropriate actions.
- Maintain knowledge of special rates, offers, and promotions.
- Exceeded goals through effective task prioritization and a great work ethic.
- Convert reservation sales calls to bookings.
Senior Associate
Wipro Pvt Ltd dedicated staff for Singapore airlines
Mumbai
08.2014 - 08.2016
- Experienced in working on AMADEUS(ARD WEB), Attending calls & drafting mails, dealing with queries, flight status, flight change, making new booking, flight cancellation, hold & cabin luggage query
- Daily communication with passengers, correspondence with travel agents, telephone, emails for flight queries, amendments, delays, etc.
- Answer incoming phone calls, emails and develop a friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provide a high level of customer service to each person by engaging customers and using active listening and effective interpersonal skills.
- Manage and close reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
Customer Service Executive
Serco Global Services as a dedicated staff for easyJet Airlines
Mumbai
06.2013 - 04.2014
- Attending calls & drafting mails, dealing with queries, flight status, making new bookings, flight cancellation, hold & cabin luggage queries
- Daily communication with U.K passengers, correspondence with travel agents, telephone, emails for flight queries, amendments, delays, etc.
- Dealing with lost or damaged bags and forwarding the necessary details to the concerned department
- Achieve a high satisfaction rating through proactive one-call resolutions of customer issues.
- Help large volumes of customers every day with a positive attitude and a focus on customer satisfaction.
- Escalate complicated customer account issues to supervisors and help desk workers.
Education
Bachelor of Science - Physics
THAKUR COLLEGE - MUMBAI UNIVERSITY
Mumbai, India 06.2011 - 04.2012
Associate of Applied Science - Applied Physics
LORD’S COLLEGE- MAHARASHTRA BOARD
Mumbai, India 06.2007 - 04.2008
10th -
ST. ALOYSIUS HIGHSCHOOL
Mumbai, India 06.2005 - 04.2006
Skills
Good communication skills
Software
Certification
Diploma In International Air Cargo Management – Passed with Distinction 80% (June 2010- September 2010)
Accomplishments
Nominated as Best Volunteer in N.S.S. Camp in 2009, 2010
Member of Sea Cadet Corps from Jan 2003 – Aug 2008 Rank – ORDINARY CADET II
Timeline
Operation Coordinator
Qatar Airways Holidays
12.2019 - Current
Senior Operation Agent
Qatar Airways Holidays
09.2016 - 11.2019
Senior Associate
Wipro Pvt Ltd dedicated staff for Singapore airlines
08.2014 - 08.2016
Customer Service Executive
Serco Global Services as a dedicated staff for easyJet Airlines
06.2013 - 04.2014
Bachelor of Science - Physics
THAKUR COLLEGE - MUMBAI UNIVERSITY
06.2011 - 04.2012
Diploma In International Air Cargo Management – Passed with Distinction 80% (June 2010- September 2010)
06-2010
Associate of Applied Science - Applied Physics
LORD’S COLLEGE- MAHARASHTRA BOARD
06.2007 - 04.2008
10th -
ST. ALOYSIUS HIGHSCHOOL
06.2005 - 04.2006
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