Akhila Kovval
Dubai,UAE
Summary
Experienced professional with expertise in customer service, relationship management, and airline passenger assistance, including UMNR, WCHR, and MEDA protocols. Proficient in CRM systems, documentation handling, and ALTEA Departure Control System, complemented by strong skills in conflict resolution, team leadership, and training. Adept at complaint resolution and issue management with a proven ability to enhance client satisfaction through effective communication and interpersonal skills. Skilled in MARCS/MACS systems, Microsoft Office Suite, and sales support coordination. Committed to delivering operational excellence while fostering positive client relationships.
Overview
9
9
years of professional experience
2026
2026
years of post-secondary education
Work history
Customer Service Agent (CSA)
Qatar Aviation Services
Doha
08.2022 - 09.2024
- Handled large volumes of customer interactions with empathy and professionalism.
- Used ALTEA DCS to process passenger check-ins and boarding.
- Assisted special passengers (UMNR, WCHR, MEDA) and coordinated team activities.
- Developed customer service guidelines and tracked satisfaction metrics.
- Resolved queries with a focus on prompt and accurate support.
- Maintained high standards of professionalism whilst dealing with complex situations.
- Trained new hires on company policies and procedures, facilitated smoother onboarding process.
Customer Service & Sales Executive
Gateway Insurance Brokers
Dubai
11.2019 - 08.2022
- Managed CRM records for client communications and sales data.
- Collaborated with sales teams on strategy and task delegation.
- Provided clients with tailored insurance solutions and post-sale support.
- Enhanced customer satisfaction through personalized service and follow-ups.
- Achieved targets consistently through strong relationship management.
Customer Service Agent (CSA)
Air India Air Transport Services Ltd
01.2016 - 01.2019
- Assisted passengers at check-in and arrival desks.
- Experience with MARCS/MACS and ALTEA systems for flight operations.
- Managed special needs passengers and unaccompanied minors.
- Generated Property Irregularity Reports (PIR) and handled baggage tracing.
Education
Diploma - Airline Tourism & Hospitality Management
Air Borne College of Aviation
Payyanur, Kerala 06.2013 - 10.2014
Bachelor of Business Administration - General
Suresh Gyan Vihar University
Jaipur, RajasthanSkills
- Customer Service & Relationship Management
- Complaint Resolution & Issue Management
- Airline Passenger Assistance (UMNR, WCHR, MEDA)
- CRM & Documentation Handling
- Team Leadership & Training
- Conflict Management & Problem Solving
- ALTEA Departure Control System
- Sales Support & Client Coordination
- Communication & Interpersonal Skills
- ALTEA DCS
- MARCS / MACS Systems
- Microsoft Office Suite
- CRM Software
Languages
English
Hindi
Malayalam
Tamil
Timeline
Customer Service Agent (CSA)
Qatar Aviation Services
08.2022 - 09.2024
Customer Service & Sales Executive
Gateway Insurance Brokers
11.2019 - 08.2022
Customer Service Agent (CSA)
Air India Air Transport Services Ltd
01.2016 - 01.2019
Diploma - Airline Tourism & Hospitality Management
Air Borne College of Aviation
06.2013 - 10.2014
Bachelor of Business Administration - General
Suresh Gyan Vihar University
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