Sandra Franklin is a customer service professional with over 15 years of experience in the aviation industry. She currently works as an Administrative Supervisor for Aster DM Healthcare in Dubai, where her responsibilities include handling customer inquiries, maintaining staff schedules, coordinating appointments and insurance claims processing, and providing training to new employees. Previously she held roles as a passenger service agent, customer service supervisor, and travel advisor in India, the UAE, Qatar, and Oman, demonstrating her strong skills in customer service, problem solving, and operations management. She has a postgraduate degree in business administration with a focus on cargo, airline marketing, and hospitality management.

1. CONTACT:
DUBAI
UNITED ARAB EMIRATES
MOB: +971558618035
E -mail: sandrafrank22@yahoo.co.in
Sandra Franklin
A motivated, resilient and compellingly persuasive
individual who loves nothing more than helping customers
resolve their problems or find things that they want
PROFESSIONAL EXPERIENCE
Administrative Supervisor at Aster DM Healthcare Dubai from
Sep 2015- Present
Duties & Responsibilities Handled:
 Assisting Unit Manager/ Manager Operations in the office functioning.
 Responsible for handling client’s enquiries, complaints, suggestions, feedback and their
proposals through all means, via phone and email with high level of customer
satisfaction.
 Maintaining the Duty chart of the Customer Relation Executives and the Doctor’s.
 Ability to work in flexible hours and handle multiple job responsibilities.
 Excellent knowledge in all the areas of insurance department: taking approvals, medical
billing, diagnosis verifications, and overall claims processing and developing business
relation between the insurance companies and the unit.

2.  Playing a bridge role between the Management and the Unit Staff’s.
 Sending Daily and monthly reports/statements to the Manager Operations, Marketing’s
and the Unit Manager.
 Provide necessary information about the procedures & policies of the clinic.
 Coordinate all appointments with Doctors, Insurance Claim processing and enquiries
 Responsible for giving comprehensive training for newly joined employees on Patient
registration
 Promoting Health packages.
 Preparing official letters, DHA certificates, documents and medical reports.
 Interact with patients at the reception and understand the query. Provide assistance to all
Walk in Customers.
EARLY EXPERIENCE
Passenger Service Agent at Sharjah Aviation Services since Oct2014-
Feb 2015
Duties & Responsibilities Handled:
 Job involves assisting passengers during check in, issuance of the boarding cards for
the passengers, assisting them at the immigration as & when required till the boarding gate.
 Assisting any last minute departure passenger in every possible way to ensure they
reach the boarding gate in time & in the process make sure they do not miss the flight.
 Briefing the passenger about the details in the boarding card & advising them the
clear gate no where they need to proceed to take the flight & informing them about the
correct baggage allowance required by them to be carried in order to avoid any last minute
confusion prior boarding the flight
 Ensuring the passenger is carrying the correct size hand baggage & the weight is
correct so the passengers do not have any additional costs incurred & do not have
problems when proceeding to the boarding gate.
 Assisting the transit passengers to get to the right counter & right gate in order for
them to take their connecting flight on time.
.
Customer Service Supervisor for BHADRA INTERNATIONAL
INDIA LTD handling AIRARABIA, flydubai & Charter Flights at
TRV Intl Airport from Aug 2011 – Sep 2014.

3. Duties & Responsibilities Handled:
 Supervise 20 customer service agents and ramp personnel of BHADRA INTL
INDIA LTD.
 Vigilantly monitor departing & arrival flight times ,bay and gates to ensure
passengers are expedited with utmost efficiency.
 Display excellent customer service skills ,team work to achieve customer satisfaction
 Overall supervision of arrival lost and found and BMA operations.
 Expertise in handling delayed flights and disruptive passengers
 Preparing aircraft for departure in under 40 minutes, over 90% of the time.
 Guest Handling, Counter Supervision, Briefing/Debriefing of Staff.
 Periodical meetings with Airline Officials for problem solving and ease of operation .
 Coordinate with different Departments and agencies, Office Administration& Public
Relations
HIGHLIGHTED ACCOMPLISHMENTS:
 Privileged to Handle Charter Flight of Mrs Sonia Gandhi (15th Feb 2014)&Shri
NarendraModi ( 09Feb 2014)
 Handled Charter Flight of Mr GVK Reddy (Owner & Chairman of GVK Projects &
Technical Services)& Mr M.A Yusuf Ali (Chairman of EMKE Group of companies)
Customer Service Agent for Qatar Aviation Services(QAS)at Doha
Intl Airport from July 2008- August 2009
Duties & Responsibilities Handled:
 Provide consistent quality service to the customers at any designated area (Check-in,
Boarding Gates,Arrivals and Transfer Desk) in line with agreed Service Standards and
Standard Operating Procedures
 Attend to the needs of passengers who may require special assistance as a result of their age
or physical condition
 Verify the validity of passenger’s documentation with respect to immigration and security
requirements

4. - GSA for Air Arabia as Travel Advisor from September 2006-
Apr2008
Duties & Responsibilities Handled:
 Profound knowledge of IATA regulations
 Handled internal and external calls, offering the highest level of customer
service.
 Issued Airarabia tickets for bookings in line with contracts.
 In-charge of MHB.
 Coordination with handling agent to Check-in passengers to various destinations and
also with various governmental departments at the Airport.
 Charging/ issuing excess baggage tickets
 Facilitation of VIP/CIP movements.
 Reverting the Flight within the stipulated ground time.
 Ramp Handling, which would include supervising loaders with cabin cleaning and
loading baggage as per trim details, coordinating with load control staff with regard to
load distribution and Fuel uplift.
 Updating post-flight details.
INDIAN AIRLINES HANDLING Trivandrum International Airport as
TrafficAsst for handling Qatarairways,
SrilankanAirlines,OmanAir,and Chartered Flights from July 2005-Aug
2006
Duties & Responsibilities Handled
 Check-in
 Boarding
 Issuing excess baggage
 Mishandled Baggage

5. PL WORLDWAYS, Bangalore as Travel Consultant from Oct
2004-Apr 2005
Duties & Responsibilities Handled
 On the job training in Domestic & International Travel
 Answering customer inquires for flight schedules, accommodations, reservations and
cancellations
 Making and confirming flight reservations for leaving and returning journey
 Design, arrange, and sell tours and group packages.
 Sold holiday and travel products to customers.
 Liaised with tour operators and other key partners such as hotels and airlines
regarding bookings and schedules.
TRAININGS & CERTIFICATIONS
 Basic Customer Services Training by Sharjah Aviation Services
 Basic AVSEC Training by Sharjah Aviation Services
 DCS check in training by Sharjah Aviation Services
 Sabre GDS
 Dangerous Goods Category 8/ 9 & 10 conducted by Sharjah Aviation Services
 SDCS/Supervisory training conducted by AirArabia
 Departure Control System Check -in (BIRD SYSTEM)conducted by
AirArabia
 Dangerous Goods Category 9 & 10 conducted by TIRWIN
 Departure Control System-Check-In & Electronic ticket
 Acceptance conducted by QAS
 Passenger Handling Course conducted by QAS
 Dangerous Goods Category 9 conducted by QAS.
 Workshop on ‘ 5 ‘ star airline on the ground conducted by QAS.
 Excellence in Customer Service conducted by QAS.

6. EDUCATIONAL BACKGROUND
2002-2004 Kerala Institute of Tourism & Travel Studies, (KITTS)
Trivandrum.
POST GRADUATE IN BUSINESS ADMINISTRATION.
Specialization:
Cargo Management and Airline Marketing.
Hospitality Management.
1999-2002 University of Kerala
GRADUATE IN ZOOLOGY.
PERSONAL DETAILS
Age :34 years.
Sex :Female.
Marital Status :Single
Passport No :M1569076
LANGUAGES KNOWN:
Fluent in English and Malayalam. Basics in French ,German and Arabic
INTERESTS :
Travelling,Photography and listening to music
REFERENCE :
Will be provided upon request

7. SANDRA .F