GAURAV KAPOOR M: + 91 98106 80382E: 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 submission of 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.

Coordinate between all departments and service providers involved in the aircraft handling to ensure a timely departure of the flight.

Effectively handle tense situations like flight 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

Livewel Aviation Services for Singapore Airlines Duty Officer April’ 08 – Oct ’08Livewel Aviation Services for Singapore Airlines Customer Services Supervisor April’07-March’08Aroon Aviation Pvt. Ltd for Singapore Airlines Duty Manager Oct’06-March’07Aroon Aviation Pvt. Ltd for Singapore Airlines ` Customer Services Agent Dec’05 – Oct’06Hyatt 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 2016 Pursuing Post Graduate Diploma in Business Administration with specialization in Customer Relationship from

Symbiosis Centre 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 DETAILSLanguages : English & HindiCurrent Address : J-127, SECTOR -41, NOIDA 201 301 – U.PReference : Available on Request