SELVEENA DCRUZ
AL DANAH ABU DHABI,UAE
Summary
To contribute exceptional service, communication and organizational skills to a challenging position in a firm and that encourages professional growth and offers opportunities for higher levels of responsibility and advancement. Friendly guest service professional experienced in delivering first-class hospitality support. Managed guest interactions positively for exceptional satisfaction ratings. Proactive and adaptable to meet changing service needs.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Travel consultant/Reservations & Ticketing
Air Arabia
Abu Dhabi, UAE
02.2023 - Current
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Processed ticket bookings using Sabre software system, entering information with precision for accurate ticket dispatch.
- Assigned seating based on specific customer requests and mobility needs.
- Informed customers of date, time, pricing and cancellation changes, ensuring mutually beneficial resolutions were quickly sought.
- Supervised payments via credit and debit cards and handled all sensitive information with professionalism and discreteness.
Customer Service Agent
AIR ASIA
Kochi, India
08.2018 - 12.2022
- Managed high-volume guest queries simultaneously through effective multitasking.
- Assisting guests through Immigration ques.
- Checking security checks in various level.
- Segregating connection guests to the boarding gates and Airport hotels.
- Addressing types of queries like PCR test,customs office,passport stamping,vip services/lounges,currency exchange,rental cars,duty free shops.
Education
Diploma - Diploma in Airport Management
ZABEEL INTERNATIONAL MANAGEMENT AND TECHNOLOGY
ErnakulamBachelor of Arts - English Literature
UNION CHRISTIAN COLLEGE
ErnakulamSkills
- Customer relations
- Sabre
- Galileo
- Complaint handling
- Positive Attitude
- Hardworking and energetic
- Ability to accept responsibilities and to make decisions
- Microsoft Office
- Quality assurance
Languages
Malayalam
Native language
English
Proficient (C2)
Hindi
Advanced
Tamil
Upper intermediate
Malayalam
Proficient (C2)
Accomplishments
- Awarded by Air Arabia for the exemplary services offered at AUH station.
- Awarded by Air Asia for the outstanding contribution as a team member of COK station which achieved the Passenger Revenue Budget for 2018.
- Awarded by Air Asia for the exemplary services offered at COK
station in handling the affected flights due to the flash floods in Kerala
India during August 2018.
Certification
- Degree of Bachelors of Arts[BA]-India.
- Diploma in Airlines Ticketing and Travel Management-India.
- Diploma in Airport Management-India.
- DGR/Cat-9 Passenger handling staff-India.
Timeline
Travel consultant/Reservations & Ticketing
Air Arabia
02.2023 - Current
Customer Service Agent
AIR ASIA
08.2018 - 12.2022
- Degree of Bachelors of Arts[BA]-India.
- Diploma in Airlines Ticketing and Travel Management-India.
- Diploma in Airport Management-India.
- DGR/Cat-9 Passenger handling staff-India.
Diploma - Diploma in Airport Management
ZABEEL INTERNATIONAL MANAGEMENT AND TECHNOLOGY
Bachelor of Arts - English Literature
UNION CHRISTIAN COLLEGE
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