CONTACT:

DUBAI

UNITED ARAB EMIRATES

MOB: +971558618035

E -mail: sandrafrank22@yahoo.co.in

Sandra Franklin

A motivated, resilient and compellingly persuasiveindividual who loves nothing more than helping customersresolve 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 theirproposals through all means, via phone and email with high level of customersatisfaction.

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, medicalbilling, diagnosis verifications, and overall claims processing and developing businessrelation between the insurance companies and the unit.

Playing a bridge role between the Management and the Unit Staff’s.

Sending Daily and monthly reports/statements to the Manager Operations, Marketing’sand 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 Patientregistration

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 allWalk 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 forthe 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 theyreach 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 theclear gate no where they need to proceed to take the flight & informing them about thecorrect baggage allowance required by them to be carried in order to avoid any last minuteconfusion prior boarding the flight

Ensuring the passenger is carrying the correct size hand baggage & the weight iscorrect so the passengers do not have any additional costs incurred & do not haveproblems when proceeding to the boarding gate.

Assisting the transit passengers to get to the right counter & right gate in order forthem 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.

Duties & Responsibilities Handled:

Supervise 20 customer service agents and ramp personnel of BHADRA INTLINDIA LTD.

Vigilantly monitor departing & arrival flight times ,bay and gates to ensurepassengers 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& PublicRelations

HIGHLIGHTED ACCOMPLISHMENTS:

Privileged to Handle Charter Flight of Mrs Sonia Gandhi (15th Feb 2014)&ShriNarendraModi ( 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 andStandard Operating Procedures

Attend to the needs of passengers who may require special assistance as a result of their ageor physical condition

Verify the validity of passenger’s documentation with respect to immigration and securityrequirements

- 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 customerservice.

Issued Airarabia tickets for bookings in line with contracts.

In-charge of MHB.

Coordination with handling agent to Check-in passengers to various destinations andalso 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 andloading baggage as per trim details, coordinating with load control staff with regard toload 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

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 andcancellations

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 byAirArabia

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.

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

SANDRA .F