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[QUOTE=Guest-IJT;136560][b]Name [/b]: pradeep kumar chauhan
[b]Email [/b]: chauhanair AT rediffmail.com
[b]Designation / Skillset[/b] : passenger duty officer
To attain a responsible position in an esteemed organization and to fully utilize my knowledge and skills to contribute towards the growth of the organization and achieve professional excellence

[u][b]Resume[/b][/u] :
 
Officiating Supervisor – Ticketing & Sales Delhi
Seasoned business development, customer service and quality control team leader with over
9 + years experience driving revenue/service optimisation and organisational enhancement through innovative team strategies. Talented customer orientation advocate with strong negotiation and problem solving skills. Leader experienced in strategy development and business value building through change management activities. Effective communicator, developing teams to achieve corporate and departmental goals and ensure par knowledge among team members. Influential career coach positively managing complex and ambiguous situations with ease. Ability to Adapt to client servicing in troubleshooting and handling difficult customers.
Professional Strengths
Knowledge of GDS Systems
Revenue optimization Innovative and informative
Knowledge of Fares & IATA routings Strategic business planning 
Influential leader and motivator Staff coaching and mentoring
Service recovery and customer retention Knowledge of Airport services 
Organizational Experience
Jet Airways
Delhi
Officiating Supervisor - Ticketing Department.
Key Responsibility Areas
Operations
- Coordinate all back-office activities including generation of reports to provide refined feedback to senior management on various aspects of business performance to enable them to fine-tune business plans.
- Responsible for handling of cancelled flights to ensure rebooking and relaying information to the passenger to maintain quality of service 
- Successfully liasoning with Delhi Airport and other stations, day to day passenger handling, flight cancellations, delays etc and check daily reports and provide adequate feedback.
- First point of contact for senior management
Customer Relationship Management
- Oversee the staffs counter interaction with customers to impart information and advice on travel solutions.
- Implement efficient customer service norms and supervise calls to ensure qualitative response to the clients.
Team Management/Training
- Conducting call monitoring/calibrations for quality control and ensuring that the quality and services parameters are met at all levels.
- Analysing the training need and accordingly fine-tuning the training modules for imparting training on soft skills/product/process and norms of the services.
Notable contributions
- Successfully imparted training to Jodhpur station.
- Relationship management with clients resolving passenger queries, complaints & issues (lost ticket/ Refund etc.)
- Entrusted with the additional responsibility of managing day to day shift handling , ensuring break management and leave plan to ensure maximum productivity .
- Played key role in Chalking out the duty roaster and ensuring for adherence for the same for smooth functioning of the office.
- Interfacing with the transport service for proper routing.
- Entrusted with handling group ticketing for all Delhi and NCR agents , ensuring that the response time .
Proficient in generating reports on a regular basis to monitor counter-Sales data, identifying areas of concern & then organise & conduct systematic training to ensure maximum productivity.
- In house training programme for staff , to enhance their work knowledge and help in handling and dealing with customer feedbacks .
- Also have conducted Jet Airways presentations for Corporate and Travel agents . 
Previous Assignments
2002 to 2004 Alliance Air information cell Assistant Supervisor –Airport cell .
 
Feb’2004 to Jan’95 Indian Airlines Call centre Team Leader 
Trainings
Attended training programmes on the following
1. International Fares and Ticketing
2. Customer service excellence workshop
3. Telephone Etiquette.
Academic Credentials
2004 Certificat course in International Airlines IITTM,Chaynkyapuri,Delhi
 & Tourism Management 
2001 Aircraft maintenance engineering Bangalore university .
 
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[b]More Information about this submission and submitter [/b]:-
___________________________________________________
[b]Submission ID  [/b]: 4361387
[b]Date & Time  [/b]: 12th Jul 2011 8:41 AM (UTC)
[b]IP Address  [/b]: 122.162.152.245
[b]Browser Info  [/b]: Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 6.1; Trident/4.0; GTB6.6; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729)
Predicted Country ;: India[/QUOTE]

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