Sana Parvin
Dubai
Summary
Accomplished and versatile professional with a strong foundation in both customer service and education. Currently employed as a Customer Service Agent at Dnata since January 2022, delivering high-quality support in a dynamic airport operations environment, ensuring seamless passenger experiences through efficient communication, problem resolution, and adherence to service standards.
Previously served as a Lecturer in English Language and Literature for over 6 years, with a proven track record of designing and delivering impactful curricula, fostering language proficiency, and promoting critical thinking among diverse student groups. Recognized for exceptional interpersonal skills, cultural sensitivity, and the ability to perform under pressure—bringing a unique blend of academic insight and customer-centric service to every role
Overview
10
10
years of professional experience
Work History
Airport Customer Service Agent
Dnata
01.2022 - Current
- Verified passenger identification and travel documents to ensure compliance with airline and airport security protocols.
- Issued boarding passes and baggage tags accurately and efficiently using airline check-in systems.
ensured compliance with baggage allowance and safety standards. - Assisted in resolving customer issues related to seating, ticketing, and baggage claims.
- Supported special assistance requests, including mobility-impaired passengers, elderly travelers, and unaccompanied minors.
Customer Service Agent
Flipkart
02.2022 - 07.2022
- Addressed and resolved customer complaints in line with company guidelines and within target timeframes.
- Processed product orders accurately and promptly, maximizing customer satisfaction.
- Answered incoming telephone calls from customers and detailed initial queries on Customer Relationship Management (CRM) system.
- Employed active listening and product expertise to successfully resolve inbound queries.
Lecturer in English Language & Literature
Sri Bhuvanendra College
06.2015 - 09.2021
- Lectured English literature to students of I II and III BA English major.
- Instructed communicative English language to students of I and II years B.COM, B.SC, B.B.A, B.C.A and B.A for more than 6 years.
- Developed intervention strategies to improve student performance.
- Tracked student progress data using Management Information Systems.
- Provided additional support to struggling students, promoting improved academic confidence.
- Engaged with students through conversational language, simplifying curriculum into relevant, understandable information.
- Prepared comprehensive feedback and revision plans for students.
- Member of various committees of the college.
- Organized various departmental activities in the last 6 years.
- Auditioned and trained the students during college annual days to execute master of ceremony.
Education
Master of Arts - English Literature
ST. Aloysius College
Mangalore, Karnataka, India04.2015
Bachelor of Arts - History, English Literature, Sociology
Milagres College
Udupi, Karnataka, India04.2013
Skills
- Curriculum Development
- Modern classroom technology
- Assignment monitoring
- Examination administration
- Individualized instruction
- Staff education and training
- Exceptional communicator
- Customer care
Accomplishments
- Presented a Paper titled " Universality of human experience with reference to Macbeth and A midsummer night's dream"
- Appointed as an examiner for the central evaluation of Mangalore University, Karnataka, India
- Worked as a secretary of the water audit team of the college which is an initiate towards green campus.
- Member of Media committee, Women harassment and redressal cell.
- Workshop on the second-semester syllabus – Jan 2020
- Workshop for Mangalore University Teachers' on optional English syllabus – Jan 2017
Affiliations
- Facilitated group discussions, active learning techniques to develop speaking and writing skills of students.
- Member of various committees of the college
- Attended several syllabus workshops.
- Organized various events from the department during the time of service.
- Worked in an IQAC team of the college.
- Member of "English Language Teachers' Association" under Mangalore University.
Languages
English
Advanced
C1
Urdu
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Computer Exposure
D.C.A - Diploma in Computer Applications Manipal Institute of Computer Education,
Manipal, Karnataka - India
Personal Profile
DOB:- 14th May 1993
Visa Status:- Tourist
Marital Status:- Married
<Enter your own>
- Driving License:
- Nationality: Indian
Timeline
Customer Service Agent
Flipkart
02.2022 - 07.2022
Airport Customer Service Agent
Dnata
01.2022 - Current
Lecturer in English Language & Literature
Sri Bhuvanendra College
06.2015 - 09.2021
Master of Arts - English Literature
ST. Aloysius College
Bachelor of Arts - History, English Literature, Sociology
Milagres College
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