Sarah Fathima is a customer service professional with over 15 years of experience in the airline and hospitality industries. She is skilled in training staff, establishing rapport with clients, and managing front desk operations at hotels. Fathima has held various roles including front office executive, customer service officer, supervisor, and consultant. She is proficient in MS Windows and seeks a management position to utilize her communication, problem-solving, and leadership abilities.

1. SARAH FATHIMA
Email: glitter_29@yahoo.com
Ph.: 8015436105/8939571121
Professional Summary
Customer Service Professional seeking a management role. Skilled in training staff and
establishing rapport with clients. Self-motivated with exceptional communication and
computer capabilities.
Skills
• Trusted key holder
• Exceptional communicational skills
• MS windows Proficient
• Quick Learner
• Strong Client relations
• Creative problem solver
Work History
Dec 2012 till date - Front Office Executive –
ITC GRAND CHOLA LUXURY COLLECTION HOTELS
o Managing front desk operations.
o Warmly greeted customers and guests entering and leaving the hotel premises.
o Attended to various guest inquiries, special assistance and room service requests from
checked-in clients, and immediately handled complaints.
o Informed clients and other concerned departments of events and details.
o Managing the entire administration and facilities.
o Management of local purchase and Maintenance Contracts.

2. o Petty cash transactions & employee reimbursement.
o Responsible for maintaining Company confidential records
o In charge of Printing and stationery
o Getting the system ready for the new joiner.
o Responsible for courier dispatches and courier receipts.
May 2012 to Nov 2012 - Customer Service Officer
THAI AIRWAYS
o Supervised unaccompanied minors during flights
o Solicitated customer feedback and resolved any problems through necessary
action.
o Greeted passenger, verified tickets and directed passenger to assigned seats.
o Addressed passenger concerns about delayed and cancelled flights and
resolved the issue through alternate arrangements for the passenger. Relayed
updates and information to passengers in a friendly and timely manner.
o Checked in an average of 90 passengers per hour
o Coordinated with ramp agent to verify that all baggage was placed on the
correct outgoing flight
April2011ToApril 2012 - Customer Service Supervisor
BHADRA INTERNATIONAL INDIA LIMITED
o Supervised unaccompanied minors during flights
o Promoted the safety comfort and welfare of passenger .
o Solicitated customer feedback and resolved any problems through necessary
action.
o Addressed passenger concerns about delayed and cancelled flights and resolved
the issue through alternate arrangements for the passenger.
o Greeted passenger, verified tickets and directed passenger to assigned seats.
o Coordinated with ramp agent to verify that all baggage was placed on the correct
outgoing flight
o Checked in an average of 90 passengers per hour
May 2010 to March 2011 Reservation and Ticketing Level 2 Consultant
For AIRASIA process for SUTHERLAND GLOBAL
SERVICES
o Effectively managed a high volume of inbound and outbound customer calls
o Addressed and resolved customer complaint empathetically and professionally
o Gathered and verified all reuired customer information for tracking purpose
o Defuse volatile customer situations calmly and courteously
o Accurately documentated, researched and resolved customer service issues.
o Prepared reports and communication for senior management and clients
o Managed high call volume with tact and professionalism

3. o Oversaw call center employees to ensure customer satisfaction goals were
consistently met.
March 2006 to April 2010 – joined as Customer Servie Agent
Promoted as Customer Service Supervisor(April 2008)
SINGAPORE AIRLINES
o Determined special assistance needs of passenger
o Promoted upgrade options to customers, resulting in increase in passengers
choosing Singapore airlines
o Administered first aid to passengers experiencing medical emergencies.
o Relayed updates and information to passengers in a friendly and timely manner.
o Checked in an average of 90 passengers per hour
o Coordinated with ramp agent to verify that all baggage was placed on the correct
outgoing flight
o Maintained a friendly, positive attitude when dealing with distressed passengers.
April 2005 To Feb 2006 Traffic Assistant
THAI AIRWAYS
o Checked in an average of 90 passengers per hour
o Coordinated with ramp agent to verify that all baggage was placed on the
correct outgoing flight
SEP 2004 To March 2005 Customer Service Agent
AIR INDIA
o Checked in an average of 90 passengers per hour
o Coordinated with ramp agent to verify that all baggage was placed on the
correct outgoing flight
Education
o Currently Pursuing MBA ( HR) from Tamil Nadu Open University.
o Graduate In B.C.A From University Of Madras(2000-2003)
o Honor Diploma in Web Centric Curriculum from NIIT (2001-2002).
o Diploma in Air Ticketing and Travel Management –SISI (Sep2003-Mar 2004).
o Diploma in Air Ticketing – IATA (First Level) (Mar2004-Sep2004).
DECLARATION
I
Hereby Declare That The Above-Mentioned Information Is True To My Knowledge.
Place: Chennai

4. SARAH
FATHIMA