SHUBHRAJIT CHATTERJEE
Dubai,UAE
Summary
Meticulous Operations & Customer Service Supervisor, passionate about delivering outstanding quality and service. Offering 12 years of
experience in aviation industry with account of recognition for
performance. Accomplished in enhancing airline operations through
process improvement, internal audits and time management. History of
success in de-escalating customer issues, enhancing customer
experiences and satisfaction, and uniting teams to deliver exceptional service.
Overview
16
16
years of professional experience
2025
2025
years of post-secondary education
1
1
Certification
Work history
Customer Service Supervisor
British Airways
Dubai, UAE
08.2023 - Current
- Managing team of six experienced customer service executives, focusing on prompt resolution of inquiries.
- Implemented efficient organizational methods to streamline vendor billing processes.
- Delivered high-quality service by promptly handling complex customer enquiries.
- Trained new staff members to ensure consistent service standards across the team.
- Compiling Weekly CIQ Reports for the region using Tableau.
- Assisting the Customer Service Manager in Internal Audits, Annual Safety and Compliance Audits and ACC3 audits.
Operations & Customer Service Executive
British Airways
Dubai, UAE
04.2013 - 07.2023
- Developed and shared best practices across company to align with objectives and quality standards.
- Elevated customer satisfaction ratings by providing speedy resolutions.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Streamlined operations to consistently deliver on targets.
- Coached and trained 7 team members.
- Handling flight operations and documentation pertaining to airlines.
- Special Handling of DGR / AVI / VAL /PER cargo as per IATA standards.
Cargo Executive
ÇELEBI
New Delhi
09.2011 - 03.2013
- Monitored and ensured team compliance with company regulations and procedures.
- Inspired and motivated warehouse teams in operational improvement, increasing team efficiency.
- Trained, guided and evaluated warehouse workers, increasing performance and productivity rates.
- Developed and supported safe working practices to maintain hazard-free working environments.
- Performed daily inspection of warehouse grounds for security and safety.
Sales & Marketing Executive
Kirloskar Electric Co. Ltd
Noida
01.2010 - 08.2011
- Closed large sales to exceed quota and align with company targets.
- Liaised with potential customers to determine needs and provide recommendations.
- Showcased product features and benefits to drive sales.
- Contacted current and potential clients to promote, upsell and cross-sell products and services.
- Converted cold leads to expand territory and negotiate profitable contracts.
Education
Master of Business Administration - Marketing
Sinhgad Institute of Management
Pune, India 04.2001 - 05.2010
Diploma of Higher Education - Import-Export Management
University of Pune
Pune, India 04.2001 - 05.2009
B.Com - Commerce
University of Allahabad
Allahabad, IndiaSkills
- Team supervision
- Flight planning strategies
- Flight operations management
- Operational strategy
- Compliance auditing
- Tableau reporting
- Vendor billing management
- Customer issue resolution
Certification
- Dangerous Goods Handling(Cat 7,8 and 10)
- Aviation Security
- Worldwide Security Supervisor
- Competition Law
- Ramp and Fire Safety
LANGUAGES
English
Hindi
Bengali
Accomplishments
- Handled the operations of 3 daily flights with NIL non-conformance for the past 10 years.
- Increased the revenue of the company by a significant 12 million AED in 1 year. Teamed up with commercial team and optimized the space on the flight by planning maximum cargo.
- Spearheaded a fund-raising campaign that raised INR 3 lakhs for a local charity as the member of the college Placement cell council.
LICENSE
Possess a Valid UAE Driving License
VISA STATUS
Residence(Dubai)
Timeline
Customer Service Supervisor
British Airways
08.2023 - Current
Operations & Customer Service Executive
British Airways
04.2013 - 07.2023
Cargo Executive
ÇELEBI
09.2011 - 03.2013
Sales & Marketing Executive
Kirloskar Electric Co. Ltd
01.2010 - 08.2011
Master of Business Administration - Marketing
Sinhgad Institute of Management
04.2001 - 05.2010
Diploma of Higher Education - Import-Export Management
University of Pune
04.2001 - 05.2009
B.Com - Commerce
University of Allahabad
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