Anphy Mazhuvanchery Antony
Edmonton
Summary
Highly experienced airline customer service agent with over 14 years of dedicated service in the aviation industry. A proven track record of enhancing passenger satisfaction, streamlining checking processes, and effectively managing customer inquiries and complaints. Adept at handling high-stress situations with a calm and professional demeanor. Recognized for improving operational efficiency and achieving top performance metrics in customer service.
Overview
17
17
years of professional experience
Work History
Post Office Assistant
DYK Post
11.2022 - Current
- Responsible for handling duties in a post office, including receiving and sorting mail, selling postage, weighing packages, stamping envelopes, assisting customers, and ensuring mail has the correct zip codes and addresses.
- Enhancing customer satisfaction by efficiently handling postal transactions and inquiries.
- Sorting mail according to size, shape, and destination.
- Maintaining and updating office records, both digital and physical.
- Interacting with customers by phone, email, or in-person to provide information.
- Input data into spreadsheets and databases.
- Processing incoming and outgoing mail and packages according to established procedures.
- Sorted mail according to size, shape, and destination.
- Release registered and special delivery letters and packages to designated recipients and obtain signatures for release.
Junior Officer- Shift Supervisor-Terminal Function
AIR INDIA AIR TRANSPORT SERVICE LTD
03.2017 - 09.2022
- Led a team of 50+ employees, fostering a culture of safety, performance, and customer service excellence in a fast-paced environment.
- Effectively managed team scheduling and resources during peak travel seasons, ensuring operational stability.
- Evaluated team performance regularly, providing constructive feedback for continuous improvement.
- Boosted team performance by developing customer service training materials and conducting service training.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
Administrative Officer
Kripa Metal Craft
11.2013 - 09.2022
- Created, prepared, and delivered reports to various departments.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Updated reports, managed accounts, and generated reports for the company database.
- Oversaw office inventory activities by ordering and requisitioning, stocking, and shipment receiving.
- Prepared agendas and took notes at meetings to archive proceedings.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Answered the multi-line phone system, routing calls, delivering messages to staff, and greeting visitors.
- Assisted in the development and implementation of new administrative procedures.
- Scheduled office meetings and client appointments for staff teams.
- Created and maintained databases to track and record customer data.
Senior Customer Service Agent
Air India Airport Service Limited
12.2013 - 02.2017
- Greeted passengers and provided boarding instructions.
- Provided exceptional technical support and high-quality service to customers.
- Collected baggage charges and accepted baggage for check-in.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Trained new employees on company customer service policies and service level standards.
- Maintained constant communication with Check-in, transfer desk, and other related areas for the smooth acceptance of passenger
- Escort and direct Arriving/departing passengers to the respective areas, such as hotel desk, visa counter, transfer desk, premium lounges, boarding gates, etc.
- Ensure passengers are assisted smoothly through airport facilities
Baggage Services Agent
Qatar Airways
05.2009 - 11.2011
- Met all arrivals and assisted passengers at baggage claims.
- Assisted in proper handling of oversized luggage, kennels and skis.
- Ensured passenger luggage were placed on the belt within the designated time frame.
- Reunited passengers with baggage and sending communication messages via world tracer system .
- Handled and managed all incidents in respect of delayed, damaged or pilferage reports or lost property items.
- Ensured timely information was updated and maintained AHL,OHD and DPR files using World Tracer System
- Arranged for the baggage delivery with baggage service delivery providers.
- Forwarded on-hand bags to the relevant stations where they were claimed, and forwarded unclaimed bags to the Central Baggage Resolution office in accordance with the prescribed timelines.
- Processed interim costs and luggage reimbursements.
- Baggage claim cases that were promptly settled.
Customer Service Agent
Qatar Airways
07.2008 - 04.2009
- Greeted passengers and provided assistance with check-in, boarding, and baggage.
- Collected baggage charges and accepted baggage for check-in.
- Provided ticketing and rebooking services to passengers.
- Verified all flight documents and ensured compliance with airline regulations.
- Maintained accurate records of passenger transactions.
- Used the public address system to announce important updates on delayed flights, cancellations, and gate changes.
Traffic Assistant
Décor Drapes Aviation Service
05.2007 - 06.2008
- Assisted passengers with special needs, provided compassionate care, and facilitated smooth travel experiences.
- Managed gate assignments and updated flight information, keeping passengers well-informed of changes in a timely manner.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
Education
MBA - Airport And Airline Management
Bharathiar University
Coimbatore ,TN12.2021
Bachelor of Commerce - Accounting
Mahatma Gandhi University
Kottayam09.2004
No Degree - Tourism Diploma
IATA/UFTAA Foundation Course
Speedwings School Of Aviation2002
Skills
- Stress Tolerance
- Customer Service Excellence
- Strong empathy
- Detail Oriented
- Problem-Solving
- Interpersonal Skills
- Ticketing and Reservations
- Team Leadership
- Multitasking Abilities
- Time management abilities
- Amadeus
- DCS (Departure Control System)
Languages
English
Full Professional
Tamil
Elementary
Malayalam
Native or Bilingual
Hindi
Full Professional
Timeline
Post Office Assistant
DYK Post
11.2022 - Current
Junior Officer- Shift Supervisor-Terminal Function
AIR INDIA AIR TRANSPORT SERVICE LTD
03.2017 - 09.2022
Senior Customer Service Agent
Air India Airport Service Limited
12.2013 - 02.2017
Administrative Officer
Kripa Metal Craft
11.2013 - 09.2022
Baggage Services Agent
Qatar Airways
05.2009 - 11.2011
Customer Service Agent
Qatar Airways
07.2008 - 04.2009
Traffic Assistant
Décor Drapes Aviation Service
05.2007 - 06.2008
MBA - Airport And Airline Management
Bharathiar University
Bachelor of Commerce - Accounting
Mahatma Gandhi University
No Degree - Tourism Diploma
IATA/UFTAA Foundation Course
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