Customer Service Clerk
British Airways
مجموع سنوات الخبرة :18 years, 8 أشهر
GAURAV MAHAT
Ganpati Apartments, Plot No -6
Sec-9, Dwarka, New Delhi
India-110077
(+91)9971453283
Email :
CAREER OBJECTIVE
To Work in an organization with sincerity towards the job and achieving company’s goal for the betterment of the organization and deliver to the best of my ability
EMPLOYMENT HISTORY
British Airways, India October 2007-contd
(Customer Services Supervisor)
My Duties:
• Pre flight team briefings for team
• Flight Control and Departure control
• Staff duty allocation
• Documents check -Visa and Passport
• Supervising boarding
• Supervising PTS
• Face to face dealing with customers.
• Handling flight disruption, giving solution to customers.
• Coordinating with Airport authorities for handling flight arrival.
• Checking cash float.
• Liaison with other departments i.e. Immigrations, Customs,
• Do internal audit work
• Problem solving for Customers in pleasant and professional manner
• Formulating Standard operating procedures (SOP).
• Giving trainings to the new hires.
• Have been part of a team in making SOP for Airline’s when IGI Terminal 3 was to be started.
• Supervising the check-in counter team
• Post flight Team briefing
• Daily progress Report
• Handling admin work
• Escalations
• discussing SLA, s with Vendors
• Feedback to the staff
• Check the level of service provided
IFLEX (EQUINOX) July 2006 - Sep2007
Worked as a mentor (Subject matter expert-Customer Service)
• Maintain decorum and discipline on the floor
• Help and assisted new heirs
• Check the quality of services provided
• Gave feedback for better results in liaison with quality assurance Team
• Helped in Process development by providing different solutions to the problems
• Submitted daily progress report to Team leader
IBM DAKSH Oct 2005 - June2006
Customer Services (Reservations Assistant -Delta Airlines)
• Making Reservations
• Creating itinerary for passengers
• Issuing Tickets
• Ticket Refund
• Supervising the floor
• Mentor, train and assist new hires.
• Checking the quality of reservation calls
EDUCATION
• B.A (history, sociology), Himachal Pradesh University, Dharamsala, India in 2004
• 10+2 (Senior Secondary), Himachal Pradesh Board (commerce) in 2000
CERTIFICATION
• Office tools (word, excel, power point), Bcmt, India in 2004
• Visa and Documents check, British High Commission in 2007
• Passenger Reception Service, British Airways in 2007 (Process for airlines) ( check in)
PLATFORMS AND APPLICATIONS
• Windows 2000
• Worked on Winbabs, Amedius (Software used by Airlines for making bookings)
• Navitaire (Software used by Airlines for making bookings)
• Passenger Reception Service (Software used by airlines for check-in)
ACHIEVEMENTS
• Played significant role in internal audits
• Have worked towards the cost effectiveness for the organization
• Received comments on excellent customer services
• Received certificates for outstanding work of bravery
• Good interpersonal relations with Indian customs Immigrations
• Received basic fire training for safety
• Have been given appreciation letters for conducting trainings
• Rating very well across the process in IBM Daksh and Equinox
• Have received appreciation Letters from customers for providing excellent services
PERSONAL DETAILS
• Fathers Name - Mr. Jaideep Singh Mahat
• Date of Birth - 18/02/1981
• Gender- male
• Marital Status - Married
• Nationality - Indian
• Languages Known - English, Hindi, Nepali, Punjabi
HOBBIES
• Trekking
• Traveling
• Line fishing
Thanking you,
GAURAV MAHAT
IFLEX (EQUINOX) July 2006 - Sep2007
Worked as a mentor (Subject matter expert-Customer Service)
• Maintained the decorum and discipline on the floor
• Helped and assisted new heirs
• Checked the quality of services provided
• Gave feedback for better results in liaison with quality assurance Team
• Helped in Process development by providing different solutions to the problems
• Submitted daily progress report to Team leader
IBM DAKSH Oct 2005 - June2006
Customer Services (Reservations Assistant -Delta Airlines)
• Making Reservations
• Creating itinerary for passengers
• Issuing Tickets
• Ticket Refund
• Supervising the floor.
• Mentor, train and assist new hires.
• Checking the quality of reservation calls
B.A (history, sociology) Himachal Pradesh University Dharamsala, India - 2004
10+2 (Senior Secondary) Himachal Pradesh Board (commerce) -2000