JYOTHI SUSAN KURIEN
Project Coordinator - Dubai
Summary
Accomplished Project Coordinator with a proven track record at TCS DU - Xad Technologies, enhancing productivity and client satisfaction through expert project management and strategic planning. Skilled in stakeholder relationship management and problem-solving, achieving over 30% improvement in project delivery efficiency. Demonstrates strong time management and detail-oriented approach, driving continuous improvement and exceeding performance goals.
Overview
7
7
years of professional experience
Work History
Project Cordinator
TCS DU - Xad Technologies
01.2024 - Current
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Prepared meeting agendas and minutes for distribution and record keeping.
- Coordinated cross-functional teams to achieve seamless collaboration in achieving project objectives.
- Created job files for each project and maintained current data in each file.
- Played an active role in brainstorming sessions held for the purpose of generating innovative ideas/solutions which could potentially be incorporated into existing/new projects being undertaken by the company.
- Managed budgets effectively, ensuring resource allocation was optimized for maximum project success.
Channel Operations Back Office Agent
TCS DU - Xad Technologies
03.2023 - 12.2023
- Informed clients of DU policies and procedures.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Streamlined internal processes for improved efficiency and productivity within the agency.
Customer Service Lead
Latinem Facilities - Sobha Constructions LLC
03.2022 - 02.2023
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Improved team efficiency by implementing new training procedures and streamlining work processes.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
- Exceeded performance goals consistently through effective communication and problem-solving skills.
Customer Service Representative Groupon
Groupon Inc
08.2020 - 01.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls and E-mails efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Customer Service Officer
Indigo Airlines
01.2018 - 07.2020
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
- Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.
- Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
- Collaborated with team members to achieve high levels of performance in demanding situations.
- Fostered a welcoming environment at the gate area by engaging in friendly conversations with travelers and attending promptly to their concerns.
- Streamlined check-in processes for faster service, resulting in reduced wait times.
- Coordinated closely with other departments to address operational challenges affecting customer experiences smoothly and efficiently.
- Conducted thorough ticket verification to maintain airline security standards and prevent fraud incidents.
- Contributed to overall revenue growth by promoting ancillary services such as upgrades and additional fees when applicable.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Adapted communication style based on each individual''s needs, providing clear instructions for non-native English speakers or those requiring additional support.
- Expedited lost luggage retrieval by coordinating efforts between ground crew and airline staff effectively.
- Proactively assisted passengers with baggage issues, minimizing delays and enhancing satisfaction.
- Processed ticket sales accurately, ensuring correct fare calculations and efficient booking procedures were followed.
- Educated passengers on safety protocols throughout their journey, enabling them to feel secure during the flight.
- Increased repeat business through personalized interactions and building rapport with customers.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Customer Service Agent
Bhadra International India Pvt.Ltd
10.2017 - 01.2018
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Received positive feedback from management for consistently meeting and exceeding performance goals in terms of customer satisfaction and efficiency.
- Contributed to team success by sharing best practices learned through training sessions or past experiences with fellow agents.
- Managed lost and found items efficiently, returning valuables to rightful owners whenever possible.
- Provided assistance during emergency situations following established protocols to ensure passenger safety.
- Efficiently handled baggage claims, reuniting passengers with their belongings quickly and accurately.
- Delivered clear announcements over the PA system, communicating important flight updates to all passengers.
Education
IATA
School of Airlines And Travel Management
Ernakulam, Kerala08.2018
Bachelor of Science - Physics - Electronics And Computer Applications
Morning Star Home Science Collage
Angamali, Kerala07.2017
Higher Secondary School(CBSE)
Jyothi Nivas Senior Secondary School
Aluva, Kerala03.2013
Skills
- Project Coordination
- Problem-Solving
- Time Management
- Detail Oriented
- Strategic Planning
- Multi-operations Management
- Report Development
- Budget coordination
- Continuous Improvement
- Stakeholder relationship management
- Vendor Management
- Deadline Adherence
Languages
English
Bilingual or Proficient (C2)
Malayalam
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Tamil
Advanced (C1)
Timeline
Project Cordinator
TCS DU - Xad Technologies
01.2024 - Current
Channel Operations Back Office Agent
TCS DU - Xad Technologies
03.2023 - 12.2023
Customer Service Lead
Latinem Facilities - Sobha Constructions LLC
03.2022 - 02.2023
Customer Service Representative Groupon
Groupon Inc
08.2020 - 01.2022
Customer Service Officer
Indigo Airlines
01.2018 - 07.2020
Customer Service Agent
Bhadra International India Pvt.Ltd
10.2017 - 01.2018
IATA
School of Airlines And Travel Management
Bachelor of Science - Physics - Electronics And Computer Applications
Morning Star Home Science Collage
Higher Secondary School(CBSE)
Jyothi Nivas Senior Secondary School
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