Ground / Customer Handling Staff 
Ground Staff Resume Sample, Experience : 10 years

Objective  :
To be Associated with an Esteemed Organization which utilizes my Skills to achieve the Organizational Objectives and provide me a Rewarding Career.

Educational Qualification  :
Post Graduation Diploma in Tourism and Travel Management from Kuoni Academy of Travel (Hyderabad) in 20072008
B A Tourism and Travel Management along with English Literature from Maris Stella College (Vijayawada) with 1st Division.

Work Experience  :
Kingfisher Airlines India Limited
Currently working with King Club as King Club Supervisor (Frequent Flier Programme ) From March 2009

JOB Responsibilities  :
Overlooking the day to day operations of these units at the assigned station.
To maintain speed and accuracy on the process.
To provide correct and relevant information.
Provide excellent guest service
To interpret and process the work as per process flow.
To have through working knowledge of the updates cascaded to the team
Conform to departmental policies & procedures, reporting any breach in accordance with company breach reporting procedures.
Ensure SLA commitments with regards to Quality and Turnaround is monitored and met at all times for the KCA units at the station.
Regularly review the internal targets for all the processes in the team.
Identify training requirement for the team in consultation with the AM.
Identify resource requirement for the team and ensure that the team is adequately staffed.
Profiling staff on an ongoing basis to ensure optimum utilization of skill sets available in the team.
Manage and implement the corrective and preventive action of errors identified on internal and external quality checks.
Identify Critical product parameters and be responsible for improvement of the team’s delivery.
Ensuring that the team efficiently handles King Club top 10 member travels, King Club VIP travel.

Jet Airways India Limited  :
Worked as Ground Staff (Customer Service Associate) at airport services from February 2008.
Job Responsibilities  :
Was part of both Terminal and Premier Departments.
Handling of checkin process and boarding hall
Making Announcements regarding the flights
Making the pre flight and the post flight for the revenue accounts
Doing Meet and Assist for VVIP’s, VIP’s, CIP etc
Doing system reconciliation

Apollo Health Street Pvt Ltd  :
Worked as a Process Trainer in DCAV (Department of Data Collection and Verification) from May 27th 2004
Job Responsibilities  :
As Part of the Middle Management
Recruiting people with the right set of skills required for our process with good communication skills and right ability
Giving them knowledge about the American culture and the way they speak.
Taking induction and Orientation required for the people with regards to policies and procedures of the process As a Trainer

Training  :
US Health Care  : Introduce them to US Healthcare, Different types of plans involved and the various types of insurance procedures.
Different projects I trained people on  : Normal Calls, Rosters, Floaters, MVS, Apperature, Restrictions Projects, Mini DCAV –Websites, Returned Mail Project
Used to interact with the client and their trainers with regards to the process related updates.
Worked on the process documentation for each project and also maintain documents for the regular updates.


Prepare Call Scripts.
Addressed the team on Process Updates & made it a point for them to understand it and follow them.
Training was given to the new trainees along with the Quality parameters.
Attended the Train the Trainer Program’s and also learnt different methodologies.
Was been awarded by the client as the best trainer.

Quality Auditor :
Audited calls for the Agents and the system updations.
Feedbacks were given on a weekly & daily basis based on the accuracy.
Any Process related updates from the Quality’s point of view were cascaded across the floor.
Mentored the new hires on the floor by monitoring them constantly on calls i.e. Side barging, scoring them & giving instant feedback.

Process Improvement  :
Varieties of tip sheets to help with many different aspects of learning that would avoid common errors for the team.
Also helped in documenting the ISO (International Organization of Standardization)
Have also helped in managing and training the new projects which has come up and handled the people finish the project in accomplished time.
Also maintained issue trackers and update the documents regularly.
Focused on the people who could not meet targets and quality, trained them gave them constructive feedback and made them achieve it.
While the process faced downtime
Training was given to the Team on Call Quality
Conducted Process related Assessments.

Dreams line Multitechnologies :
Worked as a Tele marketing executive, in marketing the credit cards and Mortgages from 16 Feb 2004 to 15th May 2004

Vardhamaan Voice Call  :
Worked as a Tele marketing executive, in marketing the ATNT and INC21 from 11Aug 2003 to 1st Feb 2004

Achievements, Extra Curricular activities  :
Was been awarded as the best student of the college.
Actively participated in all the events organized by Funzz Committee
Interacted with the Training Team by arranging for a team outing & various interesting games.
Motivate the team in participating in the events.
Secured Prizes in singing in the competitions held up in the companies.
My trainees are now the Team leaders, Quality Auditors and Trainers.

Current Achievements  :
Underwent Green Belt Certification from BMG (Breakthrough Management) University and lead a project and achieved 96% in all the exams conducted in DMAIC (Define, Measure, Analyse, Improve, Control) Phase
Also worked on the software “Minitab” which is used for graphical and statistical analysis

Date  :
Place  :