PURNENDU DAS
Dubai
Summary
Experienced and dedicated professional with a strong background in delivering outstanding customer service to diverse clients. Skilled in quickly identifying customer needs and offering effective solutions. Proficient in resolving issues, managing relationships, and providing in-depth product knowledge. Committed to improving processes to enhance customer service efficiency and satisfaction.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Senior Specialist and Analyst
Wheely Technologies Middle East FZ-LLC
08.2023 - Current
- Supported department leadership in implementing new policies, procedures and controls.
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
- Maintained database systems to track and analyze operational data.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Generated reports detailing findings and recommendations.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated customer needs and feedback to drive product and service improvements.
Senior Customer Service Officer and Complaints Handler
Neuron LLC, Dubai
12.2020 - 01.2023
- Implemented innovative solutions for enhancing the overall customer experience
- Demonstrated advanced customer service skills, including problem solving and complaint resolution
- Analyzed complaint trends and provided comprehensive reports to internal stakeholders suggesting process modification as required
- Resolved technical queries raised by customers regarding Cigna member portal and provided clear explanations of solutions
- Provided timely feedback on customer complaints and suggestions for improvement
- Managed large volumes of calls while maintaining high levels of professionalism at all times
- Collaborated with other departments to ensure customer satisfaction levels were met
- Maintained accurate records of customer interactions and transactions using Salesforce CRM application.
Cabin Crew Supervisor
Emirates Airlines, Dubai
04.2012 - 07.2020
- Conducted in-flight briefings with crew members before each flight departure
- Monitored aircrews to verify compliance with company policies and procedures
- Resolved any issues or complaints from customers promptly
- Participated in interdepartmental meetings related to operational efficiency and customer service standards
- Scrutinized the performance of flight attendants and provided guidance as needed
- Assessed and evaluated aircrew performance to identify areas for improvement
- Assisted with training new hires on safety protocols, emergency procedures, and customer service standards.
Senior Cabin Crew Member
Jet Airways India Ltd, Mumbai
06.2007 - 03.2012
- Conducted daily briefings with staff outlining operational plans for upcoming flights
- Maintained high levels of professionalism at all times, displaying patience and politeness even in difficult situations
- Monitored crew performance through regular observations during flights, providing constructive feedback where appropriate
- Identified opportunities for improvement in customer service processes based on feedback from passengers
- Demonstrated ability to manage and lead a team of cabin crew members in providing excellent customer service.
Education
Diploma in Aviation Hospitality -
Frankfinn Institute, Pune, India
03.2007
High School - undefined
Jamshedpur Worker's College, Jamshedpur, India
02.2006
Skills
- Business reporting
- Business Analysis
- Team performance improvement
- Customer Relationship Management
- Quality Assurance
- Project Management
- Team Leadership
- Conflict Resolution
- Operational enhancement
- Performance Metrics
Certification
- LinkedIn - Leading a Customer Service Team
- LinkedIn - Building Resilience as a Leader
- Google Skillshop - Fundamentals of Digital Marketing
Languages
Bilingual English
Bilingual Hindi
Timeline
Customer Service Senior Specialist and Analyst
Wheely Technologies Middle East FZ-LLC
08.2023 - Current
Senior Customer Service Officer and Complaints Handler
Neuron LLC, Dubai
12.2020 - 01.2023
Cabin Crew Supervisor
Emirates Airlines, Dubai
04.2012 - 07.2020
Senior Cabin Crew Member
Jet Airways India Ltd, Mumbai
06.2007 - 03.2012
High School - undefined
Jamshedpur Worker's College, Jamshedpur, India
- LinkedIn - Leading a Customer Service Team
- LinkedIn - Building Resilience as a Leader
- Google Skillshop - Fundamentals of Digital Marketing
Diploma in Aviation Hospitality -
Frankfinn Institute, Pune, India
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