Gregorious Mathews

• Provide excellent customer service through phone and email. Resolve queries and create a smooth atmosphere for the contract clients.
• Planning, implementing, scheduling & executing the jobs for a particular team on a daily basis.
• Liaison with the customer service, retail, accounts & the technicians for the smooth functioning of business.
• Preparing quotations & forwarding to the clients for approval and further processing.
• Preparation & Coordination with clients for the renewal of their Annual Maintenance Contract.

DFS Middle East F.Z.E. - Dubai, U.A.E (August' 11 - April' 12)

Being the Passenger Services Coordinator the following responsibilities were involved;

• Provision of excellent customer service and be a central communication point for all travel related enquiries like arranging commercial airline tickets, hotels and visas for customers
• Preparing passenger manifests and related paperwork for charter flights
• Liaison with accounting staff and travel administrators
• Building, developing and maintaining good relationships with clients, agents and associates
• Airport passenger handling on flight days and other tasks and duties, as required and as directed to, from time to time

Gargash Insurance Services LLC - Sharjah, U.A.E (April' 10 - July' 11)

Being a Customer Service Assistant the following responsibilities were involved;

• To achieve customer satisfaction in all activities.
• To service the client assigned and report to the superior in case of any delays or lapses in compliance with any procedures or deadlines.
• Ensuring proper maintenance of the files at the time of working on them with all complete hard copies of the correspondence of the insurers, client and our company.
• Use Premia (Software) more effectively to improve efficiency of the department thereby ensuring smooth functioning of the data entry of the non motor policies and endorsements by entering doc / releasing docs within deadlines provided. Printing of the debit credit notes immediately on the same day of the approval of the document in the system and forward the same for signing by the Asst. Manager.
• To keep updated on market activities and inform superiors on such developments with a view to achieve competitive advantage over other brokers.

Allianz Cornhill - Trivandrum, Kerala ( (October' 08 - March' 10)

*Career Highlight*: Was awarded the Golden Nugget (Best Credit Controller) for the excellent performance showcased during the month of July, December' 09 & Silver Nugget (Second Best Credit Controller) for the month of Aug' 09.

❖ WAS ABLE TO BREAK THE RECORD BY LOWERING THE OVER DUES FROM 100% TO 1%

Being a Credit Controller the following responsibilities were involved;

• Contact brokers with unpaid accounts from previous month and also current dues by telephone and/or letter by delivering high standards of customer service.
• Extensive use of both the query and diary system will ensure that every effort is being made to keep the customer not only satisfied but trading within the agreed terms. Constant monitoring, review and persistence can help prevent unpaid accounts and potential bad debts.
• We liaise with other departments such as Installments team and underwriting team.
• Maintaining reports on a daily, weekly and monthly basis.
• Reconciliation of accounts and meeting targets by the end of the month by getting maximum collection and reducing the over dues.

IBS Software Services - Cochin, Kerala (April' 07 - September' 08)

Controlling and handling the Front Office and a part of Admin functions (400+ employees) the following responsibilities were involved;

• Handling all incoming and outgoing calls and maintaining registers for all important calls made.
• Distribution of incoming mails and ensuring prompt dispatch of outgoing mails, maintaining registers on distribution, verification of courier bills.
• Scheduling the transportation for pick up & drop of employees from different parts of the city to the office and back. Arranging evening and holiday service as per requirements, informing staff of arrangements and coordinating delivery of snacks and transport. In addition arranging conveyance as required for guest and staff on duty through company transport or external service providers.
• Maintaining a stock of medicines and keeping an inventory of medicines procured and issued.
• Reservation of Info park infrastructure as may be required for company meetings / presentations / open houses etc. Also ensuring that all arrangements in respect of flowers are made and delivered on time at the premises.
• Verification of all telephone, mobile, fax, evening & holiday service request and Flower bills etc. Also scrutinize, verify & process the bills from all external service providers for payment on time.
• Maintenance and issue of office stationery, workspace keys, business cards, and issue of ID/Access cards.

Jet Airways - Bangalore, India (July' 05 - November' 06)

*Career Highlight*: Was appreciated by higher management for Clear & Excellent announcement at the airport.

Being a Check-In Staff for the Business Passengers the following duties were involved;

• Check-In business passengers, introducing the frequent flyer programs to the first time travelers, providing lounge cards and assisting them to the lounge.
• Passenger facilitation, monitoring of the VIP lounges and assist guests to and from the lounge
• Handling special character passengers (VIP's, Unaccompanied Minor, Wheel-Chair Passengers)
• Handling of boarding gate and timely announcement of arrival, departure and boarding of flights.
• Baggage Handling and Baggage Reconciliation.

24/7 Customer - Bangalore, India (August' 03 - June' 05)

*Career Highlight*: Was awarded a quality certificate by the client on receiving the 'Top Quality Rating' during the calibration session held on February, April, June and September 2004.

Being a Customer Support Executive the following responsibilities were involved;

• Providing highest level of customer support over the phone to the US banking customers.
• Preparation of various reports required for billing purpose.
• Training to the new recruits.
• Allocation of calls based on volumes to the team.