Kunal Shaw

Experience

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  Any

  Apr 2005 - Dec 2008

  Event Coordinator

  • Planned event logistics by performing site evaluations and cost estimates. • Evaluated existing plans, processes and event planning services to identify opportunities for improvement. • Meeting with clients, Supply man power, Maintaining manpower, Customer survey, Organize event, Customer handling, Meet customers demand.

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  Delhi International Airport Ltd

  Jan 2010 - Apr 2010

  Operational Trainee

  · Handling information desk queries either face to face or over inbound and outbound calls.· Passenger handling and provide accurate information to passengers,· Maintaining queue.· Team management.· Performed extensive checks around airport infrastructure and keep all facilities in working condition.· Established good communication and coordinating within team and different departments of airport.· Monitored crowd, carrying out regular patrols to maintain safe, positive environment.· Handled incidents calmly and effectively, using excellent interpersonal skills to resolve situations.· Instructed passengers on safety and emergency procedures and answered all passenger inquiries. Show less

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  Bird Worldwide Flight Services

  Apr 2010 - Sept 2011

  Airport CSA (Customer Service/ Support Administrator)

  • Customer Service to valuable passengers of this airline (HON, Senator or Gold card, Silver card Holders). • Lounge Services. • Administrative and Customer Support duties depends on the shift: ➢ Responsible for providing an efficient and professional administrative and clerical service to the colleges, Manager and supervisors to facilitate the efficient operations to the office. ➢ Preparing official documents to courier via Post (local Documents) and via Co-mail (Confidential Documents).Scanning and copying contracts, notes and other documents. ➢ Maintained office supplies. Raising purchase orders and collecting outstanding amounts. ➢ Preparing HOTAC for the crew and Maintained their safety and security. ➢ Dealing with Daily Office Chores as well as Vendor Management. ➢ Crew Management - Report Sick, Reassign Crew for flt from Stand-By. Crew Pick-up and Drop. Handover confidential flight operation documents to Captain etc. ➢ Organized Recurrent training for the ground colleges. Keep all the records of the colleges like Performance, Leave, Personal details, etc. ➢ Adeptly handled 40-50 of inbound calls per day regarding baggage discrepancy, Flight information and coordinating between the other departments and offices (AOCC, Customs, Immigration, BMA, Etc.) ➢ Maintained updated knowledge of software to offer best-possible service-user support. Maintained Office computers and other output or Input Devices. Trouble Shooting, software updates, computer Up-gradation, Virus Scanning, Archiving Files, etc ➢ Managed team member schedules and work assignments. • Ability to Effectively handle Office as well as Field Work as and when Required. • Check-in counters, Departure Crew Clarence, Arrival Crew Clearance, Departure and Arrival UM, Arrival D/T's. • Departures :-(Documents Handling, Handling D/T Pax overall, Immigration and Customs clearance, Team coordination, etc).• Arrival baggage Handling (Lost and Found Dept), Warehouse formalities.(etc,Chk CV.) Show less

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  Lufthansa

  Oct 2011 - Feb 2021

  International Flight Attendant

  · Passenger or Customer profiling.· Passenger briefing, Safety Announcement. Meet and greet.· Fulfill Customer service and satisfaction to High end customer like frequent travelers ( Hon, Senator or Gold , Silver, VIP, CIP, Diplomats).· Managing or Supervising the team on-board, Feedback management.· Met Customer Expectations and Demand, Control service quality and execute safely, Intercultural expertise and awareness.· Knowledge of different class of Wines, Spirits, Alcoholic and Non- Alcoholic Beverages and Cheese. Food service is an important part of this job, have knowledge of all of the equipment in the galley of all types of aircraft and can cater to the tastes of every passenger in my care. Served food and beverages as per the order. · Act as a Galley/Kitchen Cook (Galley Mouse), Setting up Beverage cart, Meal cart, Cheese cart, Digestive cart, etc. · Menu Distribution, Introduction of meal to the elite Passenger (First, Business, Premium-eco, Frequent travelers), Prepare special requested meal by the passenger.· Health and Safety Management like Fire fighting, First Aid, Emergency procedures.· License Holder under EASA (European Aviation Safety Agency) for Aircraft Safety. (Aircraft type - Boeing 747-400,747-800,Airbus 380, 300,340-600,etc),· Maintained and established high standards of safety and personal appearance, promoting sense of professionalism and passenger confidence in crew.· Complied with all airline and national aviation regulations to ensure that complete safety and security procedures were met.· Attended workshops and training sessions in customer service, conflict resolution tactics and safety procedures.· Crew Recourse Management, Dangerous Goods Handling Procedure, Bomb Search Procedure, Smoke and Smell Procedure, Aircraft security search. · Handling passengers with less mobility in aircraft with proper care.· Administrative duties depends on the load factor and availability of Crew..Check Cv Show less

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  EDreams ODIGEO

  Jul 2021 - Sept 2021

  Process Associate

  • Handled complaints calmly and diplomatically, organizing refunds or replacements as required.• Provided post-sales support to improve customer retention and leverage upselling opportunities.• Offered professional, efficient point-of-sale service to minimize queuing time and maximize customer satisfaction.• Flight booking, rebooking, and cancellation- LCC, Amadeus, NDC• Reservation of seats, luggage, meals, Etc. and cancellation.• Adeptly handled 40-50 inbound calls per day.

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  Soft2Bet

  Oct 2021 - Apr 2024

  Customer Service Specialist

  • Managed customer support chats up to four at a time for more than 60 casinos, email correspondence, and support ticketing systems.• Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.• Fulfilled targets in line with the complaint, dispute, and chargeback procedures.• Maintained consistent compliance with terms and conditions, regulations, licensing, and safe gambling practices.• Ensured quality experiences by evaluating individual needs and responding effectively.• Answered Live Chat and email regarding any issue that a player is having.• Crediting and calculating bonuses, verifying the account, closing duplicate accounts, rectifying missing deposits and missing wins, withdrawal procedure, documentation check, Etc.• Achieving KPIs and maintaining the quality of the chats.• Cultivated relationships with new customers and maintained good partnerships with existing clients.• Maintained up-to-date knowledge of product and service changes.• Recommended products or upselling the newly launched slots or games to players, services, and sold additional offerings to increase sales numbers.• Reached out to customers after completing sales to suggest additional service or product purchases and inquire about needs or concerns.• Documented customer information accurately in the computer system, providing dated notes for future reference. Show less

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  WeDoSupport

  May 2024 - now

  Shift Manager