Divya Madoorappen
Summary
An experienced customer service specialist with over 10 years in the tourism and aviation industry, I bring a strong foundation in client relations and operational excellence. My journey has equipped me with a deep understanding of customer needs and the ability to deliver exceptional service in fast-paced environments. Having recently completed my MBA with a specialization in marketing, I am eager to pivot into digital marketing. My educational background, complemented by a bachelor’s degree in Tourism, Leisure, and Recreational Management, provides me with a unique blend of skills that bridge customer engagement and strategic marketing. I am passionate about leveraging digital tools to enhance brand visibility and drive customer engagement. My goal is to contribute to innovative marketing strategies that resonate with diverse audiences and elevate the customer experience. I thrive in collaborative environments and am excited to embrace new challenges in the ever-evolving digital landscape.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior customer sales and service agent
Emirates Airline
01.2024 - Current
- Ensure the highest standard of customer service is provided to Emirates customers, provide them with details on Emirates fares and actively issue online tickets and sell related products by identifying customer needs through rapport building, actively seeking out sales opportunities and promoting all Emirates related products. Ensure set quality standards are achieved for all customer interactions.
- Issue emirates tickets to customers ensuring that all necessary airline rules and regulations are incorporated, and that the customer request is met to provide them with excellent service. Highlight to customers the relevant requirements covering their journey.
- Actively enhance Emirates revenue earnings by providing options to customers on all products.
- Keep abreast of Emirates group news and updates.
- Support travel agents by assisting them with bookings and special arrangements. Advise and guide travel agents on quoting special fares.
- Deputize for the customer sales and service team leader.
Customer service specialist
Concentrix
04.2022 - 12.2023
- Act as an intermediary between customers and Hotel owners to satisfy demand of modification, cancellation, refund of reservations on booking.com.
- Provide high quality assistance to assist customer during relocation process through booking.com
- Follow booking.com standard procedures to provide quality service to its customers.
- Fully adhere to security protocol set by booking.com to ensure security and safety of its partners and customers.
- Use booking.com reservation system to monitor and amend clients booking.
Senior Airport Services Agent
Emirates Airline
10.2013 - 09.2020
- Deliver an efficient service at the transfer desks for arriving EK passengers who are connecting to another EK flights by verifying that their baggage details are recorded in MACS.
- Provide high quality assistance to high end customers (first & business class) during operational disruptions. Fully adhere to all operational procedures with regards to travel, immigration and safety regulations. Checking entry requirements
- Provide support to passengers refused entry by immigration in inadmissible and deportee handling department. Handling baggage claim
- Initiate boarding at the gates, following laid down boarding priorities, announcements, hand baggage removal, flight coupon reconciliation and head count confirmation in order to assist the process for a safe and on time departure of EK flights. Knowledge of airport function
- Monitor arrivals flights in case of last-minute misconnections due to operational discrepancies.
- Monitors baggage delivery performance against agreed standards.
Guest Relation Officer
Ocean Beach Hotel & Spa
05.2012 - 08.2013
- Some of the duties were to Welcome guests. Addressing and escalating customer complaints.
- Collecting payment of room after check-in & check- out.
- Providing information about facilities, programs and other services. Overseeing staff performance on a daily basis.
- Checking rooms and common areas, including stairways and lounge areas, for cleanliness.
- Monitor and replenish cleaning products stock including floor cleaner, bleach and rubber gloves. Monitor the stock of linen use and sent to laundry.
- Sell hotel tour packages and hotel products to guests.
Trainee Receptionist
Veranda Paul et Virginie
06.2010 - 12.2010
- Intern in Front Office, F & B & Housekeeping departments.
- To attend all phone calls, ingoing and outgoing & To deliver important messages to the Director.
- To book rooms and provide room status for customers reservation. To ensure Customer's satisfaction and good services.
- Handling check-in & check-out of customers. Handling of company mail
- Attend to customer request and complaints.
Education
BSc (Hons) - Tourism, Leisure & Recreational Management
University of Mauritius
01.2012
Digital and social media marketing in the age of AI
DoraCrea Ltd
06.2025
MBA - Specialization in Marketing
Open University of Mauritius
12.2023
Skills
- Excellent communication oral and written
- Team coordination
- Microsoft office 365
- Strong interpersonal skills
- Conflict management skills
- Sales
- Leadership
- PPC
- Customer service orientation
- SEO
- Google analytics
- Content writing
- Email marketing
- Digital Marketing strategy
Certification
- “De-escalating intense situation” - National Association of State Boards of Accountancy (NASBA).
- “Developing Emotional Intelligence”- Project Management Institute.
- “Public speaking foundations” - Project Management Institute.
- “Editing & proofreading made simple” - Project Management Institute.
- “Writing email” - Project Management Institute.
Languages
French
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Hobbies and Interests
Reading, Yoga, Fitness, Watching Netflix
Timeline
Senior customer sales and service agent
Emirates Airline
01.2024 - Current
Customer service specialist
Concentrix
04.2022 - 12.2023
Senior Airport Services Agent
Emirates Airline
10.2013 - 09.2020
Guest Relation Officer
Ocean Beach Hotel & Spa
05.2012 - 08.2013
Trainee Receptionist
Veranda Paul et Virginie
06.2010 - 12.2010
Digital and social media marketing in the age of AI
DoraCrea Ltd
MBA - Specialization in Marketing
Open University of Mauritius
BSc (Hons) - Tourism, Leisure & Recreational Management
University of Mauritius
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