Senior traffic assistant

• Mar 2023 - Present

AIR INDIA OPERATIONS AIR INDIA OPERATIONS

• Apr 2019 - Jul 2022

•Good knowledge of overall airport day-to-day operations.•Handling the shift as a Shift In-charge, preparing duty allocation, and monthly roaster.•Provided passenger assistance at the ticket counter and gate areas by issuing tickets, checking baggage, and assigning seats.•Collaborated with other airlines to resolve customer issues.•Escalated passenger concerns, and baggage issues and requested requirements from supervisors.•Assisted customers with the booking and ticketing process, including changes and cancellations.•Resolved customer requests, questions, and complaints by analyzing individual situations and determining the best use of resources.•Documented all customer-related situations and submitted in-depth reports to superiors.•Allocated staff on their duty as per the requirement and monitored staff in their allocation.•working in Ramp as an officer, to make sure that the loading of baggage and cargo is loaded as per the requirement of the aircraft.•Achieved high sales percentage with a consultative, value-focused customer service approach.•Provided operational oversight of air cargo ground handling operations.•Mentored/coached staff of 10 employees, conducting performance reviews, approving timecards, delegating tasks, and fostering an environment that encourages communication and teamwork.•Maintained financial and inventory records generating reports for management review on a daily basis.•Handled cargo documentation. Cleared cargo from customs in a timely manner.•Accepted cargo and monitored the loading and unloading of cargo from aircraft.•Coordinated logistics and document preparation for delivery in a timely manner. Show less

• May 2016 - Mar 2019

•Received SpiceStar Award for outstanding customer service twice.•Received a Letter of Appreciation from The House of the Commissioner of Customs for detecting gold concealed in aircraft.•Received appreciation from passengers at SpiceJet for excellent customer service.•Provided top-of-the-line customer service by engaging customers and using active listening and effective interpersonal skills.•Handle check-in, verifying passengers’ documents, issuing boarding passes, and check-in of passengers' baggage.•Greeted customers professionally and courteously to cultivate and maintain a welcoming atmosphere.•Worked as a team member to achieve the highest level of customer service, demonstrating high attention to detail, organization, and the ability to manage multiple tasks simultaneously.•Trained new officers on proper techniques and procedures regarding safety and security measures at airports.•Served as a source of support during difficult situations, such as aircraft incidents, disruptions, and medical emergencies.•Verified identification and travel documents to efficiently board passengers for an on-time departure.•Ensured correct boarding passes are provided to each passenger for the assigned charter flight.•Handled transactions in a timely manner over sales, delayed and canceled flights, and any issue related to lost/ damaged luggage.•Provided pricing and delivery information, processed orders, and prepared cash reports.•Resolved customer requests, questions, and complaints frequently requiring analysis of situations to determine the best use of resources.•Escorted passengers to flights, with special attention to senior, disabled and minor passengers.•Took care of the boarding process in a timely professional manner. Show less