Nasar Abdul Razak
Palakkad
Summary
Motivated team player experienced in providing exceptional customer service. Proven ability to remain calm and professional in high-stress situations while being able to quickly and effectively resolve customer complaints. Possesses exceptional communication, organizational and multitasking skills. Committed to providing the highest quality service and creating a positive customer experience.
Overview
4
4
years of professional experience
Work History
Customer Service Executive
Go Airlines (I) Ltd
Bangalore
02.2022 - 08.2023
- Built strong relationships with customers through active listening and effective communication.
- Handled difficult customer situations with professionalism and composure while maintaining a positive attitude.
- Utilized problem-solving skills to identify customer needs and provided tailored solutions.
- Monitored incoming calls from customers, responded promptly, transferred calls as required and followed up on callbacks.
- Provided exceptional customer service to over 500 customers daily, including resolving complex inquiries with diplomacy and tact.
- Developed comprehensive knowledge of company products, services, policies and procedures in order to assist customers efficiently.
- Provided training support to new staff members regarding company policies and procedures related to customer service.
- Handled DNB cases in necessary situations.
- Experienced in handling of delay and diverted flights in domestic as well as international.
- Guided passengers track down their missing luggage as well as handled DBR cases.
- Assisted security personnel while dealing with unruly passengers.
- Incident or Accident Reporting to higher officials in necessary situations.
- Always followed company policy on a code of conduct with respect to uniform and grooming policy.
- Performed data entry tasks accurately and quickly to update customer information in the database.
Customer Service Associate
Air India SATS Pvt.ltd
Hyderabad
09.2019 - 01.2022
- Check-in passengers, Boarding, Tag their luggage and confirm that carry on items meet federal guidelines.
- Handled operations for Emirates Airlines, Air India & Air India Express as a team via AISATS.
- Performed Turnaround coordination while aircraft on ground.
- Displayed professionalism when dealing with difficult customers by remaining calm under pressure.
- Assisted PDRM passengers as per their requirements while traveling.
- Built sustainable customer relationships of trust through open and interactive communication.
- Identified opportunities for process improvement through feedback from customers and team members.
- Made announcements prior to boarding, allowing enough time required for secondary screenings.
- Demonstrated strong communication skills while interacting with customers over the phone, via email, or in person.
- Followed up promptly on all unresolved cases from previous shifts.
- Provided accurate information regarding product features and benefits.
- Built sustainable relationships and trust with customer accounts using open and interactive communication.
Education
BBA - Aviation Management
NCAAS - Bharathiar University
Coimbatore - Tamilnadu07.2019
High School Diploma -
K.V Wellington
Wellington - Ooty05.2016
Skills
- Softwares - SITA, ASCONNECT Ver no1 to Ver no3, Amadeus, Navitaire
- Excellent communication skills
- Adaptability
- Problem solving skills
- Decision-making skills
- Creative thinking
- Attention to detail
- Ability to work well under pressure
- Demonstrated commitment to a Safety Management system
- Leadership skills
- Proficiency in MS Office
- Teamwork skills
- Excellent interpersonal and organizational skills
- Flexible, adaptable and Quick Learner
- Hard working
- Interact with people
Languages
Tamil, Malayalam
First Language
English
Proficient
C2
Hindi
Proficient
C2
Urdu
Proficient
C2
Arabic
Elementary
A2
Telugu
Upper Intermediate
B2
French
Elementary
A2
Kannada
Upper Intermediate
B2
Additional Certification
• DGR
• AVSEC
• Airport handling procedures
• PDRM handling
• Airside safety
• SMS
• ERP
Interest & Hobbies
- NCC (A) Certificate and Social Activities.
- Backpack Traveling & Trekking.
- Participated in a wide variety of sports.
- Reading Books, Poetry, Movies and Music.
Timeline
Customer Service Executive
Go Airlines (I) Ltd
02.2022 - 08.2023
Customer Service Associate
Air India SATS Pvt.ltd
09.2019 - 01.2022
BBA - Aviation Management
NCAAS - Bharathiar University
High School Diploma -
K.V Wellington
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