Reshma Xavier
Al Yarmook ,Sharjah
Summary
Experienced senior customer service professional with over 11 years of industry expertise at globally renowned companies like Dubai Airports, Dnata, and NetApp. Proven track record in managing operations, improving customer satisfaction, and achieving operational excellence to support organizational objectives. Successful in leading customer service departments, streamlining operations, and mentoring high-performing teams. Skilled in strategic planning, implementation, and using technology to elevate customer service delivery.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
Work History
Customer Services Manager
Riverside Technical Services LLC
06.2023 - Current
- Improve the overall customer service experience, client engagement through calls and facilitate organic business growth.
- Take ownership of customer's issues and follow problems through internally and suggest resolution and ensure customer retention.
- Liaising with internal departments to ensure that the organizational targets and KPI's are achieved on regular basis.
- Develop service procedures, policies and standards within the organization to achieve productivity and efficiency.
- Keep accurate records and document customer service actions and discussions.
- Analyze statistics and compile accurate reports for management review.
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
- Keep ahead of industry's developments and apply best practices to areas of improvement.
- Control resources and utilize assets to achieve qualitative and quantitative targets.
- Adhere to and manage the approved budget.
- Maintain an orderly workflow according to priorities.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Customer Services Manager
Alpha Flight Services
01.2015 - 12.2017
- Company Overview: subsidiary of dnata
- Establishing and maintaining excellent working relationships with Airlines to enhance the customer satisfaction levels of inflight catering services.
- Managed inflight catering related complaints of Air Arabia sent to Alpha Flight Services.
- Conducting onboard inspection of inflight Catering quality standards.
- Responding quickly and appropriately to any change required in the department, function as dictated by the needs of the business and its customers.
- Represent the company at internal and external events, ensuring that the company and its products and services are presented in a strong and positive light.
- Working closely with unit logistics to address any significant airline equipment issues.
- Providing expert advice to customers in all facets of customer service including logistical and customs information.
- Improving customer service quality results by evaluating and re-designing process and implementing change.
- Establishing communication service standards and implement company productivity, quality and customer service standards.
- Contributing towards effective cost management through education and training especially in areas of flight make up, aircraft loading and inventory management.
- Subsidiary of dnata
Customer Service Officer - Transfer Desk
Dnata
01.2013 - 12.2015
- Company Overview: Dubai Airport Terminal 1, Terminal 2, & Terminal 3
- To provide a consistent quality service to the customers at any designated area to all passengers at any designated area (check-in, gates, transfer desk, special handling and FMU) that is consistent with dnata's high service standards in accordance to the agreed Standard Operating Procedures as well as safety and security standards set by International Civil Aviation Organization (ICAO) and Local Airport Authorities.
- In compliance with preset standards and procedures ensure efficient handling of airline passengers.
- Ensure all equipment used at the designated work location is in good working order and report any maintenance requirements to the senior management on duty.
- Ensure that all the requests and completion remarks are updated accurately in DMIS.
- Report any irregularity or service shortfall to the senior management on duty to enable service recovery and appropriate corrective action to be taken.
- Ensure allocated flights are opened/closed and edited as per the defined configuration and the airline specific requirements or KPS's.
- Ensure flight control sheets are maintained for each flight and message with regards to PNL, ADL, SOM, and LDM are actioned and filed.
- Organize left luggage store systematically and that correct charges are applied on all left luggage bags. The amount collected is deposited in the company's bank account and a daily sales report is prepared on shift basis.
- Regularly update DMIS with configuration, booked load and actual load of the flight allocated.
- Dubai Airport Terminal 1, Terminal 2, & Terminal 3
NetApp Support Site Administrator
NetApp India Pvt Ltd
01.2010 - 12.2013
- The Support Admin team is focused on the triage and resolution of non-technical feedback cases from NetApp's customer facing NOW website. This includes processing new user registration requests, resolving serial number or license key visibility issues, software downloads, and content update requests.
- Perform problem analysis, triage, correction of issue, and root cause analysis; including engaging business resources when necessary.
- Perform data quality management including data analysis and quality checks.
- Often responsible for non-routine and unstructured tasks requiring creative solutions.
- Effectively communicate with employees in other departments and functions to provide quicker resolution to Customers.
- Managing and improving the operational procedures, processes, policies in line with objectives.
- Maintaining records of specific details relating to the complaints, inquiries, feedbacks, and interactions.
- Take end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements.
- Help and troubleshoot customer questions regarding download, login issues, training, etc.
- Investigate the root cause of customer problems and implement corrective actions.
- Conduct surveys with customers to figure out the main areas of difficulty that the customer is facing and provide them assistance with the same.
IMT (independent Medical Transcriptionist) Editor & Quality Analyst
Info Script Services Pvt. Ltd
01.2007 - 12.2010
- Actively taking calls from doctors based in USA to transcribe the medical reports to ensure compliance with legal and ethical standards, including patient confidentiality and proper documentation practices.
- Transcribing and editing dictated medical reports such as patient histories, physical exams, discharge summaries, and operative reports and uploading the reports for future referencing.
- Training the editors to conduct Quality checks and proof reading their documents prior to uploading.
- Engage directly with senior quality analysts to ensure accuracy of data recorded in line with the KPI requirements.
- Followed all HIPAA rules and regulations regarding patient confidentiality.
- Identified and rectified inconsistencies, deficiencies and discrepancies in medical documentation.
- Translated medical jargon into correct terminology.
- Performed qualitative analysis of records for accuracy, internal consistency and correlation of recorded data.
Education
Master's in Business Administration - Pursuing
Bharathiar University
India05.2025
Bachelor of Science -
Jyothi Nivas College
Bangalore India06.2005
Skills
- Aviation operations management
- Client engagement strategies
- Catering service management
- Administrative management skills
- Business strategy and technology coordination
- Skilled in liaison
- Dedicated professional attitude
- Experienced in resolving issues effectively
- Workforce coordination
Total Professional Work Experience
11 years
Aviation Trainings And Certifications
- GCAA Approved DGR & Passenger Handling (Category 9) Certificate.
- Dnata Certified - Airline Industry and Business Initiation Course from Emirates Aviation College.
- Fundamentals of Aviation - Operations & Pax Handling from Emirates Aviation College, Dubai.
- Expert training in Ground Handling, Cargo Handling, Examination & Verification of Travel Documents, Aviation Security, LAG's, GUI, Information Security Handling, etc. from Emirates Aviation college, Dubai.
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Languages
English
Bilingual or Proficient (C2)
Hindi
Intermediate (B1)
Software
Zoho workspace
Salesforce
Zoho Books
Timeline
Customer Services Manager
Riverside Technical Services LLC
06.2023 - Current
Customer Services Manager
Alpha Flight Services
01.2015 - 12.2017
Customer Service Officer - Transfer Desk
Dnata
01.2013 - 12.2015
NetApp Support Site Administrator
NetApp India Pvt Ltd
01.2010 - 12.2013
IMT (independent Medical Transcriptionist) Editor & Quality Analyst
Info Script Services Pvt. Ltd
01.2007 - 12.2010
Master's in Business Administration - Pursuing
Bharathiar University
Bachelor of Science -
Jyothi Nivas College
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