Selvanaden Curoopen
Stanley,Rose Hill
Summary
Highly motivated and results-driven professional with a successful track record in fast-paced organizations. Demonstrates exceptional interpersonal skills and a talent for resolving complex issues. Skilled at inspiring teams to deliver peak performance.
Overview
18
18
years of professional experience
Work History
Acting Manager Contact Centre Operations
Airmate LTD (Air Mauritius Reservations)
07.2021 - Current
- Mapped potential customers and generated leads for Airmate Ltd.
- Monitored system performance and resolved problems to maintain and enhance Call Centre operations.
- Identify and assess cutting-edge technologies, establishing user requirements and technical specifications while setting production, productivity, quality, and customer service standards.
- Contribute valuable information and analysis to organizational strategic plans and reviews.
- Maintained sales volume, product mix, and selling price by staying informed about supply and demand trends, economic indicators, and competitors.
- Solve problems for clients and customers by developing innovative and tailored sales solutions.
- Continually monitor revenue performance against targets, taking proactive steps to address projected shortfalls.
- Assisted in the planning, organizing, directing and controlling of customer relations and service operations activities.
Operations Coordinator
Airmate LTD (Air Mauritius Reservations)
12.2012 - 07.2021
- Effectively oversaw the overall running of the Call Centre, ensuring compliance with service level agreements and meeting service targets.
- Ensured proper management of Reservation Control activities during non-business hours.
- Developed procedures to optimize efficiency in operations and service delivery.
- Took ownership of operational issues and problems, leading to effective solutions for internal and external customers.
- Conducted frequent audits to ensure strict adherence to established procedures.
- Ensured adherence to SLA by actively monitoring service quality and promptly addressing any issues.
- Spearheaded trend identification, recommendation and execution of action plans to enhance processes.
- Ensured efficient operations during crisis situations through the design and implementation of contingency plans.
Customer Service Supervisor
Airmate LTD (Air Mauritius Reservations)
12.2010 - 12.2012
- Participated in planning and supervised the work and performance of customer service agents handling telephone calls from customers or potential customers.
- Provided expertise and guidance to Customer Service Agents regarding re-routing, ticket issuance, circular interpretation, and fare calculation.
- Monitored and ensured service levels are met within KPIs.
- Continually assessed customer service levels and proposed suggestions for procedural, operational, and policy modifications.
- Monitor daily call statistics to identify variations from established standards, providing analysis on deviations.
- Review reports and information files for thoroughness and precision.
- Created and upheld a conducive work atmosphere fostering exemplary productivity and cultivating an empowered workforce.
Customer Service Agent
Airmate LTD (Air Mauritius Reservations)
11.2007 - 12.2010
- Addressed inbound customer calls according to predetermined criteria.
- Achieved greater sales results by motivating prospect callers and increasing the conversion rate of prospects to buyers at Air Mauritius.
- Provide prompt assistance to customers with any additional travel needs following ticket purchase.
- Provide information related to flight operations and to other Air Mauritius products and services.
- Informed passengers and stakeholders about flight irregularities and updated reschedule times.
- Maintained a comprehensive log of customer grievances and collaborated with relevant teams for resolution.
Customer Service Agent
Teleforma LTD
11.2006 - 06.2007
- Respond to telephone calls as per established criteria.
- Assist customers or potential customers from the USA.
- Assisting customers in their request for cancellation or amendments in their air tickets.
- Dealing with US airlines for better assistance and customer service towards the customers.
- Selling package deals (Flights+ Hotels) to clients within the USA.
- Create reservations in the airline reservation system.
- Need to kill complaints on the phone.
Education
Master in Business Administration (MBA General) -
Mancosa Management College of Southern Africa
06.2021
Diploma in Airline management -
IATA
08.2019
Bachelor of Science (Hons) in Human Resource Management -
University of Technology Mauritius
04.2012
BPO Certificate Institute United States of America, Certified BPO Team Leader Specialist (CBTS) -
BPO Certificate Institute United States of America
01.2011
Skills
- Strong sense of Business Management
- Ability to carry out skillful administration
- Excellent communication and research skills
- Organized and capable to work under pressure
- Capable to work in a team to ensure that the goals of the organization are met
- Good knowledge of Ms Word, Ms Excel and Ms PowerPoint
Accomplishments
- A success rate of over 80% for first call resolution which contributed to customer satisfaction for the Airmate Contact Centre.
- Liaised with the senior management team of Air Mauritius to develop the channel's strategic plans to ensure market and revenue growth.
- An increase in sales of over 75% was registered through the contact centre channel for the year 2023. Airmate Contact Centre was the first company in Mauritius for direct sales in the travel sector.
- Exceeded call quality expectations by consistently averaging > 90%
- Collaborated with IT team to implement Live Chat which is being managed by the contact centre team.
- Formed a team of social media specialist to respond to queries on our social media platform (Facebook and Twitter).
- Implemented processes to improve coaching techniques and coaching varieties.
- Implemented processes to manage crisis situation such as cyclones and COVID 19 at the contact centre level.
- Worked in coordination with the Ministry of foreign affairs for the implementation of repatriation flights.
Personal Information
- Date of Birth: 07/07/85
- Gender: Male
- Nationality: Mauritian
Languages
French
First Language
References
References available upon request.
Timeline
Acting Manager Contact Centre Operations
Airmate LTD (Air Mauritius Reservations)
07.2021 - Current
Operations Coordinator
Airmate LTD (Air Mauritius Reservations)
12.2012 - 07.2021
Customer Service Supervisor
Airmate LTD (Air Mauritius Reservations)
12.2010 - 12.2012
Customer Service Agent
Airmate LTD (Air Mauritius Reservations)
11.2007 - 12.2010
Customer Service Agent
Teleforma LTD
11.2006 - 06.2007
Master in Business Administration (MBA General) -
Mancosa Management College of Southern Africa
Diploma in Airline management -
IATA
Bachelor of Science (Hons) in Human Resource Management -
University of Technology Mauritius
BPO Certificate Institute United States of America, Certified BPO Team Leader Specialist (CBTS) -
BPO Certificate Institute United States of America
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