GAURAV KAPOOR M: + 91 98106 80382 E: kapoor.g9@gmail.com

Senior Customer Service Professional with 10 Yrs Exp in India in Airlines & Hospitality sectors

SUMMARY

Key Areas: Customer Service, General Administration, Relationship Management, Training/Development, Accounts Management, 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 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 COMPETENCIESFlight 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 Supervise aircraft loading/offloading according to written loading instructions. Supervise cleaning of aircraft cabin,

catering and aircraft fueling. 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. My job responsibilities as a Lounge Supervisor 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 I am also responsible for handling customer feedback, complain and compliments Ensure to keep station in platinum category by receiving and accomplish the targets for compliments

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 Responsible for conducting Delay Handling Simulation Exercise and Manual Flight Handling quarterly for station

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

Team Management

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

Accounts Management

Oversee expansions, entering into contacts on behalf of the airline and negotiating the budget with funding sources Manage the financial aspects of running the airline from accounts receivable to the accounts payable fund Certifying various invoices namely AAI/DIAL, Sundry bills like Office Stationery/Layover bills/Telephone monthly

bills/ Cargo clearance bills/ Crew hotel accommodation etc.

PROFESSIONAL EXPERIENCESingapore Airlines, New Delhi Duty Officer Nov ’08 -Till DateSingapore 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.

Livewel Aviation Services for Singapore Airlines Duty Officer April’ 08 – Oct ’08Livewel Aviation Services for Singapore Airlines Customer Services Supervisor April’07-March’08 Aroon Aviation Pvt. Ltd for Singapore Airlines Duty Manager Oct’06-March’07 Aroon 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 2005 Diploma in Aviation and Hospitality Management from Air Hostess Academy

IT SKILLSETS Windows, Lotus notes, MS Office 2007

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

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