Stalin Saterni
Abu Dhabi,UAE
Summary
Driven professional with proactive approach to supporting business operations. Demonstrates strong organisational skills and excellent communication abilities, ensuring smooth workflow and stakeholder satisfaction. Committed to enhancing operational efficiency and fostering positive team dynamics to achieve impactful results. Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.
Overview
21
21
years of professional experience
1
1
year of post-secondary education
Work History
Reservations & Ticketing Agent
Etihad Airport Services Ground
Abu Dhabi
06.2022 - 03.2025
- Issuance of manual & system generated EMD's / manual documents for Etihad & OAL (customer airlines) operating out of Abu Dhabi International Airport
- Ticketing functions for Etihad – Issuance / re issuance of tickets & ancillaries using Amadeus reservations desktop
- Effective land transport arrangements for the disrupted guests more than 200 per day
- Financial control – Reporting the documents issued on daily basis for EY & OAL to the respective finance teams
- Handling the cash / credit card sales daily (shift wise reconciliation) reporting to the shift DOS on duty
- Cash deposits to be done to respective accounts
- Responding to queries / charge back cases with supporting documents to the finance / revenue teams with EY & OAL
- Preparation of sales / revenue reports on daily /weekly / monthly basis and reporting to the relevant airlines
- OAL stock management – Managing the OAL stock (EBT/MCO) stock control / issuance / segregation /reporting/ replenishment
- Petty cash management – Managing the HUB petty cash / releasing cash with necessary approvals / documentation / replenishment of cash
- Managing the petty cash tracker
- Adapted quickly to new booking systems and technology updates.
- Assisted passengers in a friendly manner to enhance overall travel experience.
- Elevated workplace efficiency by proficiently managing multiple tasks simultaneously.
- Settled any payment issues swiftly, leading to improved customer trust.
- Maintained organised work area for more efficient service delivery.
- Maintained up-to-date knowledge on airline policies, contributing to informed decision-making.
- Collaborated closely with the accounts department for accurate billing procedures.
- Communicated reservation confirmations to guests via post and email.
- Recommended hotel packages and initiatives to customers for increased business profits.
- Acted as first point of contact for customers to resolve potential issues with reservations.
- Educated clients on current travel restrictions, providing relevant and up-to-date information by phone and email.
- Delivered an exceptional level of service despite high-pressure situations during peak hours.
- Enhanced team morale through consistent positive interaction with colleagues.
Collection & Recovery Officer
Ultreos Risk Management Services
Bur Dubai, UNITED ARAB ENMIRATES
02.2021 - 06.2022
- Debt recovery specialist
- Deem {Previously known as D Finance}, DAMAC Properties recovery, Emirates Islamic Bank {Personal Loan Credit Card, Auto Loan etc
- Trace and contact debtors to negotiate and provide better repayment options
- Plan course of action to recover payments of unsettled accounts
- Negotiate repayment deadlines or payment plans
- Investigate and resolve account discrepancies
- Email and Voice call follow ups on recovery
- Achieved high rate of successful recoveries with effective negotiation skills.
- Reduced default portfolio by managing debt recovery strategies.
- Implemented new procedures to improve efficiency in debt collection efforts.
- Improved customer satisfaction with sensitive handling of difficult situations.
- Investigated cases, identified issues and negotiated payment arrangements effectively.
- Addressed and resolved customer disputes to support favourable collection rates.
- Resolved complex collection cases 300K Target achieved by liaising with debt collection agencies and local courts to foster positive outcome.
Guest Services Agent
Etihad Airways
Abu Dhabi, UNITED ARAB EMIRATEDS
02.2014 - 11.2020
- Welcome guests and assist in checking them in, helping move luggage and guiding guests as needed
- Answer inquiries and provide information clearly and efficiently
- Complete transactions while handling money responsibly and counting out change accurately to prevent errors
- Answer calls, send additional services, and redirect incoming calls for guests
- Lead service staff with customer satisfaction rates consistently above 90 percent
- Prepare daily shift synopsis and reports
- Give feedback to escalated complaints
- Handover pending cases to next shift for follow-ups
- Escalate complaints or issues to relevant Airports
- Liaising with Airport Immigration for UAE visa approvals
- Coordinate with different departments of Airport for smooth flow of daily operations
- Help passengers with Lost& Found Queries and requests
- Handled emergency situations calmly and efficiently, prioritising safety of guests.
- Enhanced guest satisfaction by providing prompt and courteous service.
- Liaised with hotel departments to meet guest needs efficiently.
Deputy Operations Manager (Office Administrator)
VFS Global
Abu Dhabi, UNITED ARAB EMIRATES
12.2007 - 09.2012
- To lead team of 30 members including customer service executives to back-office operations executives with addition to below mentioned
- Customer Support (On escalated Complaints)
- Assisted leadership team in meeting and exceeding revenue goals by identifying cost saving activities.
- Ensuring monthly targets are achieved for Value Added Services
- Oversaw staff scheduling to ensure optimal coverage during peak periods.
- Conducted personnel performance reviews for career development opportunities.
- Coordinate with Regional office & Head office on various approvals for smooth flow of operations
- Managed daily operations with emphasis on improving productivity.
- Led team meetings for better communication and workflow.
Sales & Reservation Agent
711 Travel & Tourism
Abu Dhabi
07.2007 - 12.2007
- Confirmed bookings via email or telephone, eliminating any miscommunications.
- Maintaining sales profit above target and increased revenue by 20%.
- Prepare Quotations and Travel arrangements for various Corporate Clients
- Hotel Bookings and Organizing Package Tours, both Inbound and Outbound
- Handled special requests, contributing to enhanced customer service.
Jr: Executive Travel
Air Travel Enterprises India Limited
Trivandrum
01.2007 - 06.2007
- Responsible for Domestic and International Airline Sales
- Organizing Visas for tourists to all countries
- Organizing Emigration Clearance
- Arranging for Passports
- Organizing Package Tours, both Inbound and Outbound
- Making travel arrangements and hotel accommodation for both foreign and local tourists with more than 60 passengers per day
- Meet and Assist Inbound and Out bound Passengers
- Performed In-Charge roles in Absence of Supervisor
- Air Ticket & Rail Ticket Issuance and Reservations for Corporate clients
- Responsible for all visa related Enquires and Issuance and coordination with consulates & V.F.S at Delhi, Chennai, Cochin & Bombay
- Achieved increased customer satisfaction with focused marketing campaigns.
- Conducted extensive market research for better understanding of competitor strategies .
Risk Management Executive
Bharti Airtel Limited Cellular Company
Cochin
05.2006 - 01.2007
- Credit limit monitoring and exposure Barring
- Achieved monthly set targets by company
- On TAT Closures of all Address Verifications
- Credit Limit setting for all activations done from July 2006 till Jan 2007
Quick Resolution Team Member
BPL Mobile (Now Vodafone)
Cochin
07.2004 - 04.2006
- Handled team of 20 Members who attends calls in BPL Mobile Call Centre
- Issue Handling and resolving customer complaints as part of resolution
- Responsible to maintain call quality and quantity of Mobile assist executives and to escalate any issues to concerned department on time in order to provide better Customer service for BPL Mobile
- Responsible for all queries related to Sales, Network, Revenue Risk Management and all other services of BPL Mobile
- Achieving set target for avoid abandon of calls and to give correct information to customers
- Responsible for any information given to customers during Night Shift
- Handled all e-mail Based complaints and requests for BPL Mobile Kerala Services
- Upheld company policies strictly, fostering compliant work environment.
- Provided excellent customer service to enhance business reputation.
Education
Under Graduate Diploma - Foundation course of International Air Transport Association (IATA/UFTAA)
School of Airlines and Travel Management (SATM)
03.2006 - 09.2006
Skills
- Ticketing software proficiency
- Customer relations
- Call centre experience
- Professional telephone etiquette
References
References available upon request.
Language
English Fluent Skilled with Businees email writing
Malayalam Fluent, Mother tongue, to read/write/speak,
Hindi Basics, speak and understand
Arabic basics speak
Finnish Basics, (Undergoing Online Language training through Duo lingo)
Italian Basics, (Undergoing Online Language training through Duo lingo)
French Basics, (Undergoing Online Language training through Duo lingo)
Timeline
Reservations & Ticketing Agent
Etihad Airport Services Ground
06.2022 - 03.2025
Collection & Recovery Officer
Ultreos Risk Management Services
02.2021 - 06.2022
Guest Services Agent
Etihad Airways
02.2014 - 11.2020
Deputy Operations Manager (Office Administrator)
VFS Global
12.2007 - 09.2012
Sales & Reservation Agent
711 Travel & Tourism
07.2007 - 12.2007
Jr: Executive Travel
Air Travel Enterprises India Limited
01.2007 - 06.2007
Risk Management Executive
Bharti Airtel Limited Cellular Company
05.2006 - 01.2007
Under Graduate Diploma - Foundation course of International Air Transport Association (IATA/UFTAA)
School of Airlines and Travel Management (SATM)
03.2006 - 09.2006
Quick Resolution Team Member
BPL Mobile (Now Vodafone)
07.2004 - 04.2006
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