RESHMA SUSAN JISHU
CUSTOMER SERVICE DUTY MANAGER
Summary
An ingenious, enthusiastic and outgoing professional with above seven (7) years of experience in the aviation industry. Utilizes excellent communication, problem solving and negotiation skills to proactively handle complex situation and improve company sales. Pays meticulous attention to detail and swiftly adapts to changing and challenging working environment. Personable and articulate professional with demonstrated experience in training Amadeus Altea Customer Management, Aviation Security awareness, Customer Resource management to budding aviation professionals and proficient with network development , manage airline slot, perform schedule changes during peak or seasonal period goal oriented and self-motivated to exceed company goals with proven ability to work independently and in a team with strong interpersonal skills.
Overview
9
9
years of professional experience
6
6
Certifications
3
3
Languages
Work History
Customer Service Duty Manager
Fiji Airways
Vancouver, BC
03.2023 - Current
- Ensure all operations are conducted in accordance with all safety, operations and standards as prescribed by Fiji Airways.
- Build a strong, competent and cohesive team of airports employees that is motivated to support the Company's vision and uphold and reflect positively on the Company's unique values
- Provide leadership, training and performance management of all base team members in support of corporate values and annual objective
- Ensure all base operations are conducted in a structured, organized, efficient, and economical fashion, without sacrificing public safety, or the quality standards as prescribed by Fiji Airways
- Train the Trainer Certified for Amadeus Altea Customer Management System.
- Address operational challenges with the local Airport Authority, Agencies or Vendors Performance Management Activities.
- Develop actions plans to affect behavior change e.g. dependability, overall job performance.
- Conduct “routine” investigations, as appropriate, into performance, safety (damages and injuries), complaints and other work issues.
- Recognize and document excellent performance.
- Set expectations with the team with regard to performance standards including consistent and outstanding delivery of service.
- Provide technical guidance and interpret company guidelines and procedures to assist employees in performing functional tasks and to ensure that safety, security and service are delivered consistently.
- Complete all mandatory regulatory and Company required documentation of activities.
- Timely review, suitable delegation or workflows, completion monitoring & communication of customer, route, commercially or financially impacting changes & initiatives including Charter, extra section requests, flight changes in/outside of APPR window, Alerts, gauge changes and similar transactions.
- Attend department related meetings.
- Generate all invoices for Fiji Airways on smartsheet and review in accordance to company's financial approval standards.
- Coordinated staff training sessions on new systems or procedures, fostering continuous learning among team members.
- Oversaw inventory management, ordering supplies as needed to maintain adequate stock levels and minimize waste.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Developed and implemented new procedures and policies to improve operational productivity.
- Attend applicable airport authority meetings .
- Establish and uphold safety, health and operational standards and to ensure that all practices meet or exceed regulatory and corporate requirements.
- Foster and maintain a culture that is respectful, supportive and engaging.
- Ensure that all Employees are provided with adequate training, currency checks and communication support.
- Monitor and audit all areas of the department in order to ensure compliance with all published standards and regulatory requirements.
- Develop appropriate corrective action plans that resolve operational audit findings with the goal to improve the department's overall safety, increase operational effectiveness and reduce operational costs.
- Actively participate in all team meetings .
- Operate within establish budget, report any variance and meet the KPI's.
- Other duties as assigned
Customer Service Learning Specialist
Air Canada
Vancouver Air Canada Operations Centre , BC
09.2022 - 12.2022
- Conduct training, coaching, and facilitation for front-line employees and managers in the Customer Service branch for Sales and Service.
- Participated in team-building activities to enhance working relationships.
- Leveraged personal development skills and applied to daily tasks to improve efficiency and productivity.
- Trained managers in offering friendly and efficient service to customers and how to handle challenging situations with ease.
- Preparation, delivery and recordkeeping of safety, technical and non-technical classroom training for Aircraft Services.
- Conducting training to the Flight Operations, Pilot and Crew Department on the courses namely ; Safety Management System, Human Factors in Aviation and Aviation Security Awareness.
Sales and Station Officer
Turkish Airlines
Vancouver International Airport, Vancouver, BC
05.2020 - 09.2022
- Acting as a liaison between airport service providers and users and monitoring the day to day operations
- Providing input and recommendations to management to improve the effectiveness of the daily operations of Turkish Airlines
- Ensuring passenger and aircraft handling practices confirm to safety and security requirements
- Conduct briefings and debriefings.
- Ability to develop trust and rapport
- Possess entrepreneurial, energetic and tenacious attitude.
- Ability to work flexible schedules.
- Ability to adapt to new technology and to spread the gained knowledge.
- Managing and controlling ground handling manpower on the shift in order to optimize utilization and to maintain staff moral and discipline for Turkish Airlines
- Resolving customer problems and complaints effectively across all departments including customer relations and providing resolutions for complaint handling
- To carry out Sales Activities, Reservation/Booking, Ticket Sales, Information and Passenger Traffic (Check-in, Manifest preparation) services at the Sales Office / Airport Office or at both as designated by the Sales Manager.
- Manages and improves relations with travel agencies, tour operators and corporate customers,
- Handles after sales, customer remarks and/or complaints.
- Prepares regular reports and market analysis by using the provided data sources,
- Assists Sales Manager in implementing targeted sales and marketing plans,
- Issues and implements contracts with tour operators and travel agencies,
- Promotes new products, fares and regulations to customers,
- Participates in trade shows, conferences, and industry/community events to promote the corporate program as well as to leverage networking opportunities,
- Calculates the fare and arranges the route as per requests of the passengers; provides information to the passengers in relation to schedule, fares (APT-ABC); and ensures the required coordination.
- Performs reservation/booking for the passengers applying to the counter, in person; uses CRT, and performs ticketing. Issues tickets for Domestic and International lines, MCOs, EBD's Excess Baggage Ticket; changes such tickets; and performs the processes in relation to return of the same.
- Performs Endorsement and Rerouting processes.
- Welcomes the aircraft; and ensures coordination and communication by and between the crew, handling agent, catering, cleaning, air traffic, customs and immigration.
- Ensures that all daily flight documents are prepared in full and complete; places the orders for daily catering service; and keeps any and all kinds of records in relation to the flights.
- Performs reservation/booking and files the post-flight documents accurately and in full, performs statistical actions in respect of the flight coupons.
- In respect of processes for Lost Baggage, ensures that any lost baggage is found and delivered to their owners, by ensuring coordination with the handling agent.
- Reports and registers any operational income-cost-financing and financial statistical information to the relevant IT systems such as SAP, ERP, DOP as required by the Management.
Airport Services Agent
Qatar Airways, Pierre Trudeau Montreal International Airport
Montreal, QC
10.2019 - 04.2020
- Provides quality service to passenger in respect to check-in, boarding, special services, lounges, airport hotel and baggage services as per company's commercial and safety standards and procedures ensuring passenger and their baggage are handled in a consistent and efficient manner.
- Acts as the first contact between the Airline and its customers as well as all stake.
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
- Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
- Used airline computer system to create airline tickets and boarding passes.
- Crew coordination and accommodation.
- Conducted Cargo and ramp coordination.
- Supervised GHA staff during all flights to ensure QR standards of service quality is maintained.
- Managed day-to-day operations and act as liaison between airport service providers, and users.
- Provided input and recommendations to management to improve effectiveness of daily operations.
- Managed and liaise with manpower on shift in order to optimize utilization and to maintain staff's morale and discipline.
- Conducted spot-checks on to ensure adequate standards are maintained.
- Responsible to resolve customer problems and complaints effectively liaising on daily basis with all departments including Customer Relations to provide resolution for complaint handling.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Exceeded goals through effective task prioritization and great work ethic.
- Overall knowledge of airport functions within passenger and baggage handling , weight and balance and dangerous goods regulations.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
Customer Services Agent
Qatar Airways, Hamad International Airport
Doha, Qatar, Qatar
12.2017 - 12.2018
- Holders and agents who may need assistance with questions, portray Qatar Airways image to the highest standards.
- Ensure all areas of operations, i.e.
- Flight Operations (OTP) , aircraft loading, baggage handling, departure, arrival, cargo handling run smoothly and efficiently.
- Liaises with ramp and Ground Handling Agent (GHA) staff and support Airport Services Supervisors in all areas.
- Train the trainer for Amadeus Altea Customer Management System.
- Assist Passengers in regard to Entry Requirements, Visas, and Residence Permits.
- Performs administrative duties pre and post flight.
- Coordinate and schedule trainings and update station manuals.
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Exhibited high energy and professionalism when dealing with all levels of clients and staff.
- Responded proactively and positively to rapid change.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Demonstrated high attention to detail, organization, and ability to manage multiple tasks and projects simultaneously.
- Produced on-time performance and monitors all boarding gate and Check in activities ensuring the accurate, service-oriented acceptance and boarding of passengers.
Technical Coordinator
Qatar Aeronautical College
10.2016 - 11.2017
- To provide an administrative service for Faculty in order to help develop and enhance the overall quality of research, innovation and educational activities.
- Coordinates all activities and documentation for Director-driven meetings, conference calls and regional conferences.
- Project Leader for the initiation of Student Management System (student portal) and initiated a sustainable - paperless approach.
- Acts as a liaison between the Executive Management and Civil Aviation Authority.
- Manage and prioritize the tasks accordingly and ensure follow – up is conducted by swift responding to management authorities.
- Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
- Maintained accurate, current and compliant financial records by monitoring and addressing variances.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Codified office structures and processes to promote teamwork and performance.
- Kept physical files and digitized records organized for easy updating and retrieval by authorized team members.
- Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.
- Delivered clerical support by efficiently handling wide range of routine and special requirements.
Logistics Operative Coordinator
ParcelForce Worldwide
06.2015 - 07.2016
- Built supplier relationships to mitigate risk and establish effective purchasing arrangements with indirect and logistics customers.
- Handled production, manufacturing, purchasing, procurement, warehouse management, logistics management, import and exporting and other supply chain functions to facilitate business operations.
- Capitalized on opportunities to make significant cost savings to areas of supplies, services and capital requirements when optimizing resource management for group purchasing organization (GPO) service line directors.
- Monitored performance of external vendor supply chains while handling internal logistics.
- Identified, selected and maintained logistic suppliers and achieved optimum costs and service qualities.
- Oversaw SOP process, including demand planning, purchasing and logistics.
- Established inventory targets, stock level and risk mitigation targets and managed flexibility strategy to optimize inventory.
Education
Master of Science - Emergency Planning and Management
Coventry University
United Kingdom 09.2015 - 08.2016
Bachelor of Science - Aviation Management
Coventry University
United Kingdom 09.2013 - 08.2015
Advanced Diploma - Airport Operations Management
Qatar Aeronautical College
Qatar 09.2011 - 07.2013
Skills
Train The Train for Customer Management
Amadeus Reservations
Planning and Coordination
Crew Scheduling
Customer Services Management
Flexible and Adaptive
Time Management
Leadership and decision making
Airline Slot Coordination
Airline Network Development
Airline Scheduling
Crew Resource Management
Aviation Security (AVSEC)
Work Planning and Organization
Work Planning and Organization
Inventory Management
Employee Development
ERP Software
KPI Setting and Review
Operations Management
Attention to Detail
New Employee Training
New Employee Training
New Employee Training
New Employee Training
Regulatory Compliance
Project Coordination
Motivational Leadership
Health and safety compliance
Websites
Certification
Certified Dangerous Goods Professional, Monarch Regulatory Services
Accomplishments
- Completion of 12 IATA certified courses
- Train the Trainer to Altea and Amadeus Reservations.
- Recognition in the form of bonus incentive for the best employee in 2021, for Turkish Airlines.
Affiliations
Aviation Risk management Certified
Credential ID : 13411520-8640524
Timeline
Customer Service Duty Manager
Fiji Airways
03.2023 - Current
Customer Service Learning Specialist
Air Canada
09.2022 - 12.2022
Airside Safety Certification, Turkish Airlines
07-2022
Sales and Station Officer
Turkish Airlines
05.2020 - 09.2022
Airport Services Agent
Qatar Airways, Pierre Trudeau Montreal International Airport
10.2019 - 04.2020
Customer Services Agent
Qatar Airways, Hamad International Airport
12.2017 - 12.2018
Technical Coordinator
Qatar Aeronautical College
10.2016 - 11.2017
Master of Science - Emergency Planning and Management
Coventry University
09.2015 - 08.2016
Logistics Operative Coordinator
ParcelForce Worldwide
06.2015 - 07.2016
Bachelor of Science - Aviation Management
Coventry University
09.2013 - 08.2015
Advanced Diploma - Airport Operations Management
Qatar Aeronautical College
09.2011 - 07.2013
IATA Aviation Security Professional (AVESEC)
09-2011