1. GAURAV KAPOOR
M: + 91 98106 80382
E: kapoor.g9@gmail.com
Senior Customer Service Professional with 10 Yrs Exp in India in Airlines & Hospitality sectors
SUMMARY
Key Areas: Customer Service, General Administration, Relationship Management, Training/Development, Accounts
Management, Operational Excellence, People Management, Innovative Approach
SYNOPSIS
Customer service/General administration professional with extensive experience in airlines and hospitality
Diverse experience spanning general admin, customer service, safety, security, training, relationship management,
account management
Have introduced many new concepts to improve processes and bring customer satisfaction
Well versed with various aspects of flight operations, ground handling and managing staff
Good understanding of various audits such as safety audits for station security
Actively involved with team members for better customer satisfaction
Adherence to strict time line for preparation and submissionof various management & statutory report
Managed Business Restructuring activities and Due Diligence field work
Direct, support, guide team members, monitor performance to ensure efficient resolution of customer complaints
Out of the box approach towards major issues and proactive approach
Received many appreciations from clients and customers
Highly astute, energetic and diligent professional with insightful experience in aviation sector
Keen communicator with ability to relate to people across all hierarchical levels, liaising with customers & forging
strong relationships with team
Ability to support and sustain a positive work environment that fosters team performance
CORE COMPETENCIES
Flight Operations
Supervise & handle flight operations during delay/cancellation and assist VIP/CIP passengers & assist against
overbooked/delayed/cancelled flights
Supervise crew movements/booking onward flights, voyage reports
Coordinate Passenger Services including Check-in, Boarding, Ramp and preparation of Load & Trim Sheet
Supervise aircraft loading/offloading according to written loading instructions. Supervise cleaning of aircraft cabin,
catering and aircraft fueling. Coordinate between all departments and service providers involved in the aircraft
handling to ensure a timely departure of the flight
Effectively handle tense situations likeflight cancellations, prolonged delays, heavy overbooking, etc.
My job responsibilities as a Lounge Supervisor
Incorporated concept development for the lounge, menu development, and service flow, following standard operating
procedures, staff training and trials
Upholding the Singapore Airlines commitment to hospitality and keeping in mind the continuous improvement
framework, I provide on-the-job coaching and guidance to the lounge team members
I manage ongoing supplier relationships for products such as food, beverages, magazines etc
I constantly seek customer feedback and opportunities to improve lounge standards and to ensure the premium
passengers are provided with the highest quality of service
I conduct independent quality audits and generate monthly lounge performance reports to be forwarded to Head
Office Singapore
I am also responsible for handling customer feedback, complain and compliments
Ensure to keep station in platinum category by receiving and accomplish the targets for compliments
Safety & Security
As a Station Safety Champion ensuring the station safety standards are maintained in all areas
I ensure the highest standards of safety and security and identify/implement corrective actions to achieve
increasingly high standards for the stations
2. Send safety and security reports every fortnight to head office Singapore
Conduct Station Security audit checks monthly
General Administration/Training
Ensure that office and airline stationeries are sufficiently stocked and replenished regularly
Act as Local IT coordinator for the station
Prepare bi-monthly roster for the staff
Ensure that staff is aptly trained on all airline procedures including emergency responses
Conduct bi-monthly trainings/refresher course about the procedures/policies of Airline and operations for staff
Responsible for conducting Delay Handling Simulation Exercise and Manual Flight Handling quarterly for station
Relationship Management
Liaise with various allied departments of Airports such as Customs, Immigration, Security, ATC, etc.
Act as a frontline interface between the customers, distribution agents & sales & service teams to troubleshoot
unresolved grievances & queries of individual and corporate clients
Team Management
Direct, support & guide a team of customer service agents & monitor their performance to ensure efficient resolution
of customer complaints through correspondence, visits & internal coordination
Creating and sustaining a dynamic environment that fosters development opportunities and motivates high
performance amongst team members
Accounts Management
Oversee expansions, entering into contacts on behalf of the airline and negotiating the budget with funding sources
Manage the financial aspects of running the airline from accounts receivable to the accounts payable fund
Certifying various invoices namely AAI/DIAL, Sundry bills like Office Stationery/Layover bills/Telephone monthly
bills/Cargo clearance bills/Crew hotel accommodation etc.
PROFESSIONAL EXPERIENCE
Singapore Airlines, New Delhi Duty Officer Nov ’08 -Till Date
Singapore Airlines was founded in 1972 and evolved from a regional airline to one of the most respected travel brands around
the world. It ranked 27th on Fortune World’s Most Admired Companies rankings in 2010.It is a global company dedicated to
providing air transportation services of the highest quality & to maximizing returns for the benefit of its shareholders &
employees. SIA fly one of the youngest aircraft fleets in the world to destinations spanning a network spread over six
continents, with its Singapore Girl as the internationally recognizable icon.
Livewel Aviation Services for Singapore Airlines DutyOfficer April’ 08 – Oct ’08
Livewel Aviation Services for Singapore Airlines Customer Services Supervisor April’07-March’08
Aroon Aviation Pvt. Ltd for Singapore Airlines DutyManager Oct’06-March’07
Aroon Aviation Pvt. Ltd for Singapore Airlines Customer Services Agent Dec’05 – Oct’06
Hyatt Regency Delhi Guest Services Agent July’05-Nov’05
Reliance Industries Ltd, New Delhi Customer Care Executive Sep’03-Sep’04
EDUCATIONAL BACKGROUND
2008 BCOM, Graduate from Delhi University
2005 Diploma in Aviation and Hospitality Management from Air Hostess Academy
IT SKILLSETS
Windows, Lotus notes, MS Office 2007
TRAININGS ATTENDED
Undergone Training in Enhancing Customer Relations skills – Transforming Customer Services
Trained on Crisis Handling Management
Trained in Delay Handling Skills
Accomplished Singapore Airlines Skills & Services Training along with a familiarization Trip of Changi Airport in
Singapore
Attended Winning Sales and Win Service Training by Singapore Airlines
Undergone Training in CM-Customer Management in Singapore
Undergone training in Finesse by Singapore Airlines
3. AWARDS/RECOGNITIONS
Received numerous letters of appreciation from passengers for giving them excellent customer service
Recognized in a magazine internal published by SIA all over the network
PERSONAL DETAILS
Languages : English & Hindi
Current Address : J-127, SECTOR -41, NOIDA 201 301 – U.P
Reference : Available on Request