نينا Stephens Selvey

Customer Service Clerk في British Airways

• الهند - بنغالورو
• أبريل 2007 إلى ديسمبر 2011

Customer Service Clerk (Trained Turn Around Coordinator) في BRITISH AIRWAYS

• الهند
• أبريل 2006 إلى ديسمبر 2006

BRITISH AIRWAYS New Delhi / Bangalore, India
April 2006 - Dec 2006/Apr 2007 - Dec 2011

Customer Service Clerk (Trained Turn Around Coordinator)
Handling Arrivals Handling Departures
• Grivience Handling
• Customer Complaint Follow up
• Tracking Service Providers SLA
• Handling and resolving high stress situations

• Flight Turn Around Coordination
• Flight control / Flight closeouts
• Handling over booked flight and Offload situations.
• Supervising various aspects of operations eg checkin
• Managing flight boarding
• Handling and solving various customer related issues


ACHEIVEMENTS
• Numerous customer appreciations
• Identified for trainings in Delhi & London - due to good performance
• Dramatically reduced monthly stationary expenses from Rs. 50000/month to Rs. 4000/month (Annual savings of approx. Rs. 552000)
• Handling of Bills - checking and authorizing
• Supervision of SLA with vendors
• Adminstraive functions - Setting up and minuting meeting, Arranging iteneries, Monitoring office supplies etc

SPECIAL TRAININGS
• Flight Control closeouts - 100% • Check In's - 100% • Turn Round Coordinator - 93% • Baggage Reconciliation
• Customer Service Excellence
• In line Trainer for Bangalore - Doors B 747/777

• Sabre Quik

• Amadeus - Basic Knowledge

• Passenger Acceptance Procedures


PORTFOLIOS HANDLED
Safety Coordinator - CS Bangalore
a) Ensuring 100% compliance to company/government regulations b) Accuracy & completeness of all documentation c) Immediate flagging of issues with company/government agency

Immigrations
a) Trained on UK & US immigration issues
b) Daily coordination with government officials

Customer Service
a) Responsible for driving excellence in service from the Bangalore team b) Conducting team huddles c) Best practice sharing & root cause analysis

Excess Baggage
a) Daily tracking of excess baggage charges b) Motivating staff by spot awards

Local Stationary
a) Defined a structure to the Ordering, Accepting, Stocking and Utilizing procedures for all local stationary b) Achieved significant savings in stationary costs

Customer Service في JET AIRWAYS

• الهند
• ديسمبر 2004 إلى مارس 2006

JET AIRWAYS New Delhi, India
December, 2004 till March, 2006
Customer Service
• Reservations- processing & amending itineraries as per company policy- for the domestic sector
• Queue Action- taking confirmations & actioning dupes
• Delay Actions- informing passengers of delays and rescheduling of flights
• Tele check ins- processing tele- check in's over the phone, coupled with in seat allocation
• IVRS- updating the IVRS with current flight status
• Load Of Flights- regular updating of the load sheet
• Checklist- maintaining a daily list of calls taken by Jet Airways


STRENGTH
• Meeting & exceeding multiple deliverables 'at the same time'
• Ability to think out of the box
• Flexibility in approach
• Resilience & energy in execution of assigned task
• Self Motivated