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Gaurav Resume

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Gaurav Resume

  1. 1. GAURAV KAPOOR M: + 91 98106 80382 E: kapoor.g9@gmail.com Kapoor_gaurav85@yahoo.com Senior Customer Service Professional with 11 Yrs Exp in India in Airlines & Hospitality sectors SUMMARY Key Areas: Customer Service, General Administration, Relationship Management, Training/Development, 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  Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations  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 Customer Services  As a leader of customer care department, has taken key role in improving customer experience through the following tactics: mentoring, directing, supervising overall functions and staff of customer service operation, handling top-notch professional support services, providing personal interaction, and resolving varied client inquires and complex issues.  Oversaw daily activities and supervised a team of Customer Service Representatives who provided technical support to company’s customers.  Trained and supervised customer service professionals to ensure optimum satisfaction of clients.  Managed a team of Client Services Associates that focused on meeting Customer Service efficiency and quality standards.  An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.  Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.  Responsible for handling customer feedback, complain and compliments.  Ensure to keep station in platinum category by receiving and accomplish the targets for compliments. 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.
  2. 2.  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.  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 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  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  Managed and supervised the design and development of all training courses for the ground control operations and customer service department.  Made travel arrangements including booking hotels and arranging for transportation.  Worked to improve overall office productivity. Team & 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.  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. PROFESSIONAL EXPERIENCE Singapore Airlines, New Delhi Senior Customer Services Agent/Duty Officer May16’- Present 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. Singapore Airlines Customer Services Agent/Duty Officer Jan’13- May’16 Singapore Airlines Jr Customer Services Agent Nov’08 – Jan’ 13 LivewelAviation Services for Singapore Airlines Duty Officer April’ 08 –Oct ’08 LivewelAviation Services for Singapore Airlines CustomerServices Supervisor April’07-March’08 Aroon Aviation Pvt. Ltd for SingaporeAirlines Duty Manager Oct’06-March’07 Aroon Aviation Pvt. Ltd for SingaporeAirlines ` CustomerServices Agent Dec’05 –Oct’06 Hyatt Regency Delhi Guest Services Agent July’05 Nov’05 Reliance Industries Ltd,New Delhi CustomerCareExecutive Sep’03-Sep’04
  3. 3. EDUCATIONAL BACKGROUND  2008 BCOM, Graduate from Delhi University  2016 PursuingPost Graduate Diploma inBusiness Administration(Customer Relationship)from SymbiosisCentre for Distance Learning. IT SKILLSETS  Windows, Lotus notes, MS Office, Power Point, Outlook, Office Access.  Pursuing a IT course Info Edge from NIIT, Noida. 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  Undergone training in Enhancing Customer Service and Service Recovery in Singapore. 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

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