ANJALI ANU
Dubai
Summary
Experienced and Motivated individual, having over 12+ years of experience in Customer Service seeking to obtain employment with a company that utilize my experience in customer service and strong organizational skills, educational background, and ability to work well with others. In my Customer Service Supervisor role, I honed my abilities in complaint resolution and quality assurance.
Certified loading officer for Narrow body Aircraft with knack for coordinating ground operations and ensuring smooth flight departures. Streamlined turnaround processes, reducing delays and enhancing time management. Known for quick problem-solving and clear communication, contributing to on-time performance and operational efficiency.
Overview
2026
2026
years of professional experience
Work history
Airline Supervisor
Vistara Airlines
, India
9 2023 - 06.2024
- Proactively supervise activities of Customer Services team to achieve smooth daily operations at airport
- Optimised fuel load calculations for cost-effective operations.
- Ensure compliance of all regulatory, safety and security requirements, as required by Authorities and/or company policies
- Ensure safe work practices to minimize risk of injury to personnel or damage to aircraft
- Plan for and ensure preparedness to deal with irregular operations and crisis situations
- Represent Vistara’s interest at airport community (e.g. AOC, SITA CUTE, etc.)
- Monitoring OTP and take corrective measures.
- Ensure all compliances are met as per company and regulatory requirement (DGCA/IOSA)
- Supervise, control and influence the turnaround of aircraft ensuring safe
- Conducted thorough pre-flight checks to ensure passenger safety.
- Communicated effectively with various departments to ensure smooth operations.
- Facilitated on-time departures by efficiently coordinating ground handling services.
- Managed weight balance calculations to ensure optimal performance during flights.
- Improved overall operational efficiency by reducing errors in the loading process.
- Handled last-minute changes calmly and efficiently; kept flights on schedule despite unforeseen circumstances.
- Coordinated flight plans for efficient airline operations.
Guest service agent
Etihad Airport Services
Abudhabi, UAE
08.2024 - Current
- Perform a wide range of airport services (e.g. guest/baggage handling, check-in and boarding operations, tickets and boarding passes screening) to ensure high-quality services are delivered to all guests in compliance with safety, quality and operational objectives.
- Collaborate with handling agents by supporting in executing handling operations to ensure timely and highquality delivery of services to guests Support customers with connecting flights to ensure complete and timely information are provided Liaise with Cabin crew to ensure boarding operations are executed on time and according to safety procedures.
- Execute initial security screens to ensure access to airport is properly monitored Receive, process, and respond to daily enquiries on a wide range of services by providing timely and high quality support to internal/external customers to meet their requirement Receive and analyze complaints to ensure they are solved or addressed in the most effective manner.
- Support customers on a wide range of generic services following established policies and procedure to ensure customer needs are met in the most effective manner.
- Coordinate and escalate complex or specialized enquiries to responsible teams to ensure ad hoc support is provided Work closely with supervisors to improve the execution of assigned activities.
- Track major customer complaints and report key issues to supervising colleagues Interact with internal teams to ensure consistent and reliable customer service.
- Provide customers with dedicated support according to policies and procedures to ensure compliance to regulations and risks mitigation Identify and highlight potential areas of improvement to support continuous improvement of service and/or operations.
- Proactively perform a wide range of assigned and emerging activities to ensure compliance with the established standards and procedures and high level of customer service.
Customer Service Agent
Dnata - Emirates Group
Dubai, UAE
09.2013 - 08.2020
- Greeted and checked-in airline passengers
- Assisted passengers on arriving domestic and international flights
- Checked-in passenger baggage
- Rescheduled passengers with flight interruptions
- Documented all international departures
- Verified passenger departure documents
- Produced all required business documentation
- Making announcements regarding flight arrivals and departures and safety instructions
- Collect source data of customers such as name, address phone number and enter data into various customer service software
- Providing information with regards to promotions given by emirates airline such as frequent flyer programs etc
- Helping customers with regards to new booking rebooking and other ticket reservations related issues.
Customer Service Representative
High Power Services
11.2022 - 08.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered constant flow of customer calls with minimal wait times
- Responded to customer requests for services and company information
- Updated account information to maintain customer records
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Tracked customer service cases and updated service software with customer information
- Processed customer service orders promptly to increase customer satisfaction
- Developed customer service policies and procedures to meet and exceed industry service standards
- Handled customer inquiries and suggestions courteously and professionally
- Developed and updated databases to handle customer data.
Project Administrator
Berkeley Service
06.2021 - 08.2022
- Coordinate staff recruitments and selection process to ensure timely selection such as screening the candidates by resume shortlisting, phone interview and personal interviews with coordination with the concerned departments & background verification of the shortlisted candidates.
- Maintain and update employee records in ERP system
- Check and seek authorization for invoicing relating to the areas of responsibility, obtains financial reports to ensure purchase orders and invoices are managed to achieve timely and accurate supplier payments
- Records all monthly productivity data and prepares detailed monthly management reports that outline compliance with established SLAs/KPIs
- Create, issue, and monitor work orders on CAFM web regarding any site related issues / faults
- Work closely with building engineers and technicians on intake and fulfillment of work orders and service requests
- Assist Procurement Manager with Related Procurement functions (Request for Proposal (RFP/ Request for Information (RFI)/Request for Quotation (RFQ)
Education
IATA Passenger Ground Services -
School of Airlines And Travel Management - Cochin, Kerala India
Bachelor of Commerce, Ground Services, Passenger - undefined
School of - Cochin
Skills
- Leadership excellence
- Load control certification
- Baggage allocation
- Aircraft loading supervision
- Aircraft turnaround coordination
- Ramp services coordination
- Aircraft weight balance
- Trim sheet understanding
- Weight and balance calculation
- Aviation software proficiency
- Leadership qualities
- Baggage flow monitoring
- Airline operations understanding
- Flight dispatching
Timeline
Guest service agent
Etihad Airport Services
08.2024 - Current
Customer Service Representative
High Power Services
11.2022 - 08.2023
Project Administrator
Berkeley Service
06.2021 - 08.2022
Customer Service Agent
Dnata - Emirates Group
09.2013 - 08.2020
IATA Passenger Ground Services -
School of Airlines And Travel Management - Cochin, Kerala India
Bachelor of Commerce, Ground Services, Passenger - undefined
School of - Cochin
Airline Supervisor
Vistara Airlines
9 2023 - 06.2024
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