Nitesh MocheeRoy
Plaine Magnien
Summary
Competent Duty Manager effective at handling aircraft operations in fast-paced, high-volume environments. Veteran of aviation and skilled in managing people, projects and administrative operations. Offering 10 years of experience and dedication to business success.
Quick-thinking Supervisor recognized for success in guiding teams and boosting performance. Practical problem-solver with excellent issue and conflict resolution skills to drive team and organizational success. Highly effective and knowledgeable in process improvement and inventory control.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Duty Manager
British Airways
08.2017 - Current
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Served as the primary point of contact for VIP guests, ensuring personalized service and exceptional experiences throughout their stay.
- Implemented cost-saving measures to enhance profitability and align with budget.
- Conducted regular performance appraisals of staff to determine compliance of goals and objectives.
- Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
- Coordinated with suppliers and vendors to determine availability of required materials.
- Solicited customer feedback to identify and improve on areas of weakness.
Customer Service Supervisor
Ground2Air
08.2015 - Current
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
Customer Service Agent
Ground2Air
02.2013 - Current
- Fostered a positive work environment through active participation in team-building activities and initiatives.
- Answered constant flow of customer calls with minimal wait times.
- Communicated with clients regarding account services, statements, and balances.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Improved overall efficiency by providing constructive feedback to peers during team meetings.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
Train The Trainer -
Mauritius Institute of Training And Development
07.2015
School Certificate -
Mauritius College
Curepipe, Mauritius11.2009
Computer Technician -
Whitefield Business School
06.2009
Skills
- Customer Relationship Management
- Process Improvements
- Lead Generation
- Inventory Management
- Scheduling and Coordinating
- Staff Development
- Professionalism and Integrity
- Staff Discipline
- New Employee Training
Certification
- Train The Trainer Training - July 2015
- Customer Service Excellence Skills, Virtuose - June 2019
- Leadership and Supervisory Skills, Virtuose - May 2019
- Delivery, British Airways Global Learning Academy - & November 2023
Timeline
Customer Service Duty Manager
British Airways
08.2017 - Current
Customer Service Supervisor
Ground2Air
08.2015 - Current
Customer Service Agent
Ground2Air
02.2013 - Current
Train The Trainer -
Mauritius Institute of Training And Development
School Certificate -
Mauritius College
Computer Technician -
Whitefield Business School
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