Akshay Sameendran

Core Qualifications

• Operations management
• Customer service
• Conflict resolution and de-escalation
• Airport/IATA regulations
• Process improvement
• Teamwork
• Address and resolve escalated customer concerns, and assisting coworkers in resolving complex issues.
• Secure gates by communicating with aircraft and relaying messages to ramp and stoc operations.
• Fielded calls, greeted customers, tagged and handled baggage and collected baggage fees at lobby/gate, secured flights, processed reservations, and monitored cabin availability.
• Assisted misconnected and rerouted passengers during irregular operations; issued travel and hotel vouchers to displaced passengers on overbooked or canceled flights.
• Checked in passengers for domestic and international travel using computerized systems i.e CM; verified documentation for international and domestic flights.
• Processed tickets, checked baggage, and monitored carry-on baggage for size and quantity, collected checked baggage fees at gate, and assigned seats.
• Announced and provided information on arrival and departure times, boarding procedures, gate changes, and carry-on regulations.
• Boarded and deplaned flights and escorted passengers, including disabled passengers and unaccompanied minors, from aircraft.

• Coordinated onsite events at 4 city community venue spaces, including staging, vendor load-in/out, signage, and basic audio/visual setups. Served as primary contact for clients and City officials during events.
• Communicated with the venue or any third-party service providers.
• Provide exceptional customer service to event organizers, team members, partners, and the general public. Serve as a brand ambassador for Culture venues and react to public inquiries and complaints while on site.
• Coordinated event logistics, such as equipment setup and load-in/out
• Assisted with the training, mentoring, and development of a part-time team
• Developed detailed event reports to record all event specifics and difficulties.
• Ensured that event permit and licensing requirements are met and followed.
• Ensured compliance with all applicable policies, venue guidelines, and health and safety guidelines. Approved any adjustments requested by clients during an event by the City as needed.
• Follow the Culture venue emergency escalation procedure and radio protocol.
• managed Cash management and inventory verification.

• Served on a sales team marketing event rooms for gatherings of 8 to 500 people
• Coordinated 15+ events per week by successfully prioritizing my time to achieve weekly deadlines and finish the Banquet event orders before turning them over to the operations team for a seamless execution to maximize guest satisfaction
• Achieved year-end sales target of $4.4M as a team by creating, negotiating, and executing final guest contract to secure sales
• Handled incoming business phone and email queries
• With team collaborating on ideas to generate the most business possible all year round
• Vast experience planning private dining events at O&B restaurants, including The Biff's Bistro, O&B Café Grill, The Rabbit Hole, Sap, Rosalinda, The Jump, and the Liberty Commons
• Proven ability to communicate with high-end clients, including business executives and other VVIPs
• Working knowledge of the Salesforce/Delphi sales system, Microsoft Excel, Google Docs, Zoom, and Microsoft teams
• Developed initial proposals, floor layouts, and budgets to manage relationships with both new and recurring clients
• Throughout the event planning process, offering internal clients advice and sharing strategic experience

• Engaged dissatisfied customers using tactful approaches and made best efforts to resolve problems related to sales, products, and company operations
• Review work procedures and operational problems to determine ways to improve service standards, performance, and safety
• Conducting research to optimize technology, expertise, and financial resources for increased sales
• Monitor budgets, payroll records and review financial transactions to ensure that expenditures are authorized and budgeted
• Skillfully scheduled front and back of house staff by anticipating high volume traffic to deliver customer service levels in line with company standards
• Managed liquor inventory to keep enough product on-hand and implemented strategies to move nearly expiring or least popular items

• I have planned events for residents and family members holding functions in the banquet space with the recreation crew for special occasions
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
• Established efficient workflow plans with proper management of staff schedules for daily operations
• Introduced higher standards for customer service and increased efficiency by streamlining operations
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
• Completed special projects by using effective decision making, critical thinking and time management skills
• Sustained continuous improvement by implementing customer interface management systems through telephone communication and email marketing