Summary
Overview
Work History
Education
Skills
Languages
Timeline
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AKBAR BHAGOO

Edmonton,AB

Summary

Personable professional with exemplary customer service skills. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Knowledgeable in tackling issues and concerns with poise. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

10
10
years of professional experience

Work History

CSS/APC/SOCC

Flair Airlines
09.2021 - Current
  • Handle customer inquiries, issues, and complaints to ensure high customer satisfaction
  • Provide accurate, valid, and complete information regarding travel arrangements to clients and passengers
  • Provide support to station customer service agents
  • Resolve current reservation issues and future forecasted reservations
  • Deal with flight cancellations, delays and provide assistance to clients and passengers
  • Process returns flight documentation for crew and clients
  • Maintain highly accurate and well-documented customer records
  • Keep current on Flair Airlines' domestic and international Tariffs
  • Irregular Operations (IROP) Recovery includes, but is not limited to, hotel requests/approvals, mass movements/rebooking passengers according to Flair’s processes and agreements
  • Distribute IROP Passenger movement emails to all departments and bases
  • Assign seat to passenger
  • Verify suspicious and fraudulent transactions
  • Support vetting travelers in accordance with Canada’s Passenger Protect Program
  • Connecting passenger reports
  • Completing daily tasks in timely manner
  • Liaise with SOCC for IROPS from passenger experience perspective
  • Track station performance, as required
  • Review current day and following day itineraries to ensure date of birth is attached to each passenger’s reservation
  • Other duties and assignments, as required.
  • Identified, documented and reported on technical factors impacting interface performance
  • Researched and proposed new solutions to make website more user-friendly
  • Developed integration solutions and accounted for unit testing, configuration, business readiness and production support
  • Managed, monitored, sustained, troubleshot and supported existing integration implementations

Customer Service Agent/Lead Supervisor/Ops Manager

EFC/Flair Airlines
09.2021 - Current
  • Perform general administrative and operations support duties
  • Prepare documents and letters, filing, faxing, scanning, photocopying, etc
  • Respond to employee inquiries and/or refer employees to appropriate individuals/departments across the organization in timely manner
  • Receive and distribute EFC correspondence related to new hire sign-on paperwork, benefits enrollments/changes and payroll timekeeping in timely manner
  • Ensure accurate and complete personnel information is provided to HR, ensuring confidentiality, privacy, and legal requirements are met
  • Perform CSA duties, based on operational requirements and irregularly scheduled flight times which includes: Greet and check-in passengers, take reservations and process customer payments
  • Generate computer flight manifests and coordinate check-in process
  • Issue boarding passes, check travel documents and ID, check in baggage and direct passengers to designated area
  • Lift passenger bags as required up to 70lbs
  • Verify passenger counts
  • Process missing/damaged baggage and incident reports as required
  • Effectively communicate with customer by phone, radio, or in person to provide a positive resolution to requests, grievances or concerns
  • Communicate with line service employees in preparation of aircraft for flight
  • Organize invoices, accounts payable, and aircraft billing; prepare monthly reports; assist with budget administration; and facilitate supplies and equipment needs as required
  • Demonstrate effective comprehension of all security procedures and regulations
  • Perform Shuttle Driver and Ramp Agents responsibilities as required
  • Maintain a tidy and orderly work area exhibiting pride in work performance and contributing to a healthy and safe work environment
  • Ensure exceptional, courteous and respectful customer service
  • Comply with and participate in the Company’s Health & Safety and Quality programs and initiatives
  • Perform any other duties as required.

Assistant Manager

Oakley
03.2016 - 04.2022
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Streamlined store operations for increased efficiency, implementing new processes and procedures.
  • Developed strong working relationships with staff, fostering positive work environment.
  • Increased sales through effective merchandising strategies and targeted promotions.
  • Managed inventory levels to minimize stockouts while reducing overhead costs.
  • Conducted employee performance evaluations, providing constructive feedback for growth and development.
  • Collaborated with management team to develop strategic plans for business growth and improvement.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Maintained a clean, safe, and organized store environment to enhance customer experience.
  • Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
  • Monitored sales trends to adjust pricing strategies accordingly for optimal profitability.
  • Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
  • Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Created employee schedules to align coverage with forecasted demands.
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
  • Monitored security to protect employees, customers and property.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

Assistant Store Manager

Moose Knuckles
09.2020 - 03.2021
  • Recruit and train new employees, including extra employees needed for temporary upswings in business
  • Manage existing employee schedules and make any needed changes
  • Assist in carrying out any disciplinary measures for certain employees
  • Open and close store on predetermined days
  • Take responsibility for preparing the store for business and making sure all closing tasks are done before end of the day
  • Maintain high standards for store appearance and displays
  • Research new products and make purchases of new items
  • Evaluate store sales, prepare reports and suggest ways to increase sales and improve business
  • Assist in development of new sales or recruiting programs
  • Hold employees to high standards of conduct and be responsible for noticing and correcting any negative behavior
  • Represent store in a positive light and exhibit excellent customer service skills
  • Embody values of the company and put customers first.
  • Increased employee retention, training staff in effective customer service techniques and product knowledge
  • Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays
  • Improved store operations by establishing clear communication channels between team members and implementing efficient scheduling practices
  • Developed loyal customer base through personalized interactions, increasing repeat business in-store visits
  • Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies
  • Resolved escalated customer issues effectively leading to improved customer satisfaction rates
  • Conducted regular performance evaluations of team members while providing constructive feedback resulting in enhanced productivity levels
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities

Assistant Manager

Lids
03.2017 - 03.2021
  • Directed sales management team ensuring attainment of sales goals
  • Co-lead sales process, customer profiling, customer and employee events and branch sales
  • Maximized growth potential by effectively scheduling employees to ensure great customers experiences
  • Assisted in the development of brand's retail marketing strategy to achieve defined business objectives
  • Coordinated closely with Brand Team, Market Managers, and Sales to develop Market Strategy for existing and new product initiatives to drive sales
  • Proactively created selling opportunities based on seasonality and retailer marketing calendar
  • Performed inventory and put out items from stock room also monitored the sale of items and checked which items customers preferred and took suggestions to improve the service
  • Managed stock levels and made key decisions about stock control
  • Ensured that merchandise shipments have been received and displayed within the company's expectations.

Assistant Branch Manager

Discount Car and Truck Rentals
04.2014 - 09.2016
  • Directed all operational functions: fleet management, recruiting & hiring management, loss control, compliance and customer retention
  • Managed & implemented training initiatives of 10 employees to improve branch profitability
  • Oversaw all portfolios of all branch client accounts, budgeting, sales and operations
  • Evaluated credit applications, credit exceptions, and analyzed credit application reducing risk by 65-70%
  • Opened and closed rental agreements, handling phone calls, assisting customers with their reservations
  • Achieved monthly sales targets by recommending and explaining benefits of additional company services
  • Build and maintain relationships with new and existing accounts such as body shops and dealerships
  • Successfully negotiated discount rates to new business clients, achieving monthly goals and targets.

Education

Civil Engineer -

Seneca College of Applied Arts And Technology
Toronto, ON
04.2014

Skills

  • Assistant Manager Experience
  • Supervising Experience
  • Delivery/ Packaging/shipping/matching orders
  • Customer Service/Support
  • Customer relations
  • Hospitality
  • Loss prevention
  • Leadership
  • Pallet stocking
  • Information Security
  • Call Management
  • Complaint Resolution
  • Product Knowledge
  • Complaint Handling
  • Conflict Resolution
  • De-Escalation Techniques
  • Quality Assurance Controls
  • Project Management Abilities
  • Critical Thinking
  • Problem-Solving Abilities

Languages

English
Native or Bilingual
Gujarati
Professional Working
Hindi
Professional Working
Urdu
Professional Working

Timeline

CSS/APC/SOCC

Flair Airlines
09.2021 - Current

Customer Service Agent/Lead Supervisor/Ops Manager

EFC/Flair Airlines
09.2021 - Current

Assistant Store Manager

Moose Knuckles
09.2020 - 03.2021

Assistant Manager

Lids
03.2017 - 03.2021

Assistant Manager

Oakley
03.2016 - 04.2022

Assistant Branch Manager

Discount Car and Truck Rentals
04.2014 - 09.2016

Civil Engineer -

Seneca College of Applied Arts And Technology

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AKBAR BHAGOO