Trekking
Ashish Fonseca
Resource Allocator
Dubai
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
27
27
years of professional experience
6
6
years of post-secondary education
3
3
Languages
Work History
Resource Allocator
Dnata
Dubai
05.2016 - Current
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Drove operational improvements which resulted in savings and improved profit margins.
- Carried out day-to-day duties accurately and efficiently.
- Prepared variety of different written communications, reports and documents.
Senior Business Support Agent
Emirates Airlines
Dubai
05.2011 - 04.2016
- Prepared variety of different written communications, reports and documents.
- Participated in team-building activities to enhance working relationships.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Collaborated with team members to achieve target results.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Exceeded goals through effective task prioritization and great work ethic.
Quality Assurance Executive
WNS Global Services Pvt. Ltd.
Mumbai
01.2010 - 03.2011
- Validated quality processes by establishing product specifications and quality attributes and updating quality assurance procedures.
- Achieved quality assurance objectives by contributing information and analysis to strategic plans and reviews and preparing and completing action plans.
- Reported service malfunctions to managers and service supervisors.
- Identified training needs and organized training interventions to meet quality standards.
- Inspected service and worker progress throughout service delivery.
Customer Sales and Service Agent
Emirates Airlines
Mumbai
09.2004 - 09.2009
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Maintained well-developed relationships with customers and fellow employees using strong problem-solving and positive engagement skills.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Client Communications Specialist
Jet Airways India Pvt. Ltd
Mumbai
05.2002 - 08.2004
- Liaised with internal management teams to develop solutions and accomplish shared objectives.
- Used service related techniques to resolve customer complaints and retain customers.
- Logged call information and solutions provided into internal database.
- Corresponded with customers and conferred with coworkers to answer inquiries, discuss and resolve account problems.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Supervisor of Operations
Jet Airways Pvt. Ltd.
Mumbai
04.1997 - 04.2002
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Identified procedure or process changes required to improve performance and productivity.
Market Research Executive
Modi Xerox Ltd.
Mumbai
05.1996 - 04.1997
- Tracked key metrics and developed spreadsheets and data models.
- Collected hardcore manual data using various research methods to broaden results and optimize marketing strategies.
- Identified appropriate marketing channels and target customers for campaigns.
- Forecasted marketing trends based on previous data to adjust campaigns and maximize sales.
- Informed supervisors and company leaders on markets and regional sales needs to best meet customer needs and maximize revenue.
Store Supervisor
Modi Xerox Ltd.
MUMBAI
05.1995 - 04.1996
- Conducted inventory analysis to determine optimal stock levels.
- Liaised with store manager to set up visually appealing layout for store merchandise.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Supervised associates by providing direction and instruction for stocking shelves, rotating stock and receiving deliveries.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
Education
MBA - Human Resources Development
Somaiya College of Management
Mumbai 08.1997 - 04.2000
Diploma in Marketing Management - Marketing
L.N. Welingkar Institue of Management
Mumbai 08.2000 - 03.2001
Bachelor of Commerce - Financial Accounting And Auditing
Mumbai University
Mumbai 08.1992 - 04.1995
Skills
Resource Allocation
Resource Allocation Optimization
Report preparation
Complaint resolution
Administrative support
Business correspondence
Accomplishments
6 NAJM Merit Awards from current company Dnata.
2 Appreciation Awards received in Jet Airways.
Interests
Dancing
Cooking
Timeline
Resource Allocator
Dnata
05.2016 - Current
Senior Business Support Agent
Emirates Airlines
05.2011 - 04.2016
Quality Assurance Executive
WNS Global Services Pvt. Ltd.
01.2010 - 03.2011
Customer Sales and Service Agent
Emirates Airlines
09.2004 - 09.2009
Client Communications Specialist
Jet Airways India Pvt. Ltd
05.2002 - 08.2004
Diploma in Marketing Management - Marketing
L.N. Welingkar Institue of Management
08.2000 - 03.2001
MBA - Human Resources Development
Somaiya College of Management
08.1997 - 04.2000
Supervisor of Operations
Jet Airways Pvt. Ltd.
04.1997 - 04.2002
Market Research Executive
Modi Xerox Ltd.
05.1996 - 04.1997
Store Supervisor
Modi Xerox Ltd.
05.1995 - 04.1996
Bachelor of Commerce - Financial Accounting And Auditing
Mumbai University
08.1992 - 04.1995