Emmanuel Paulraj Pandian

Manager - Customer Service
Chennai, Tamil Nadu, India
EnglishLanguage,ExcellentCustomerDrive,PublicRelations
About
•17 Years of rich & extensive experience in the Airline Industry, including 10 years in Load and Trim and Ramp functions, and 7 years as Duty Manager Airport services•An enterprising leader with proven abilities in leading teams towards the achievements of organizational goals and industry best practices.•An effective communicator with excellent relationship building & interpersonal skills. Strong analytically, problem solving & organizational abilities.
Talents
Work Experience
Cutomer Service Officer
Jet Airways
Full Time Jun-2007 To present 17 years 10 months
Responsibilities
  • • Responsible for all areas pertaining to airport services (domestic & International) during the shift.
    • To make vital decisions in case of delays / diversion / cancellations etc in liaison with OCC and flight operation department.
    • Ensure ON TIME performance targets are achieved at all times without discrepancies.
    • To investigate analyze and prepare delay reports in case of flight delays.
    • Ensure Ramp Standard Operating Procedure and Safety Protocols are attached to at all times.
    • Records and Reports all aviation issues to appropriate Personnel’s. After Action Report (AARs), Incident Report, Maintenance issue, etc.
    • Ensure Ramp is kept to operational standard at all times
    • Foreign Objects Damage (FOD) is minimal, maintenance Schedules are followed.
    • Notifies Management of any delay in scheduled flights.
    • Accurately records and reports aircraft cargo documents.
    • Serves as the Aviation representative for ramp to liaise between the company and necessary parties.
    • Follow Flight Schedule daily to facilitate delivery of Customers order in the most effective manner possible.
    • Monitors flight traffic and manages / react to any Air Control Measure (ACM)
    • Daily end of day back briefs to Management.
    • Ensure company Management is aware of issue at Ramp daily.
    • Liaises with dispatch, Warehouse and Operational staff to ensure correct and timely cross load of cargo.
    • Ensure the company personnel follow all safety and procedural requirements.
    • Provide innovative and creative solutions to problems. Regularly Monitor on Equipment's availability / Serviceability / Cleanliness.
Achievements
  • Nil Customer Complaints / On time performances
Duty Manager
Air Sahara
Full Time Jun-1997 To Jun-2007 10 years
Responsibilities
  • • Manage & Supervise the performance of the customer service team and the handling agent services (where exists).
    • Manage, motivate and develop the customer service team and ensure all necessary training is provided. Also regularly appraise team and individuals as part of the ongoing performance Management process.
    • Ensure that all staff is provided with uniforms and that these are properly worn according to the company standards.
    • Ensure that the complaints from customers are acknowledged promptly and the initiation of measures to correct possible breakdowns in the service recovery begins promptly.
    • Set up and maintain a system of logging, recording and reporting for all matters connected with mishandled baggage and prompt compilation of such reports as may, from time to time, be required.
    • Develop & implement an airport communication plan to include a meeting schedule and an agreed Report list that covers station monthly report / monthly Staff meetings / AOC meetings.
Achievements
  • •Won Merit award for outstanding performance in Customer service for the year 2003 at Hyderabad.
Traffic Assistant
Air India
Full Time Sep-1996 To Dec-1996 3 months
Responsibilities
  • Flight Handling for Singapore Airlines / Gulf Air Malaysian Airlines / Saudi Arabian Airlines
    Baggage Services
Achievements
  • Won appreciation for Excellent Customer Drive from other foreign Careers
Traffic Assistant
East West Airlines
Full Time Dec-1992 To Jul-1995 2 years 7 months
Responsibilities
  • • Performing airport checking functions, telecheck-in etc.
    • Preparing load and trim sheets
    • Assisting passengers with queries and responsible for informing flight schedule changes, and delays.
    • Customer service during a period of phenomenal company growth.
    • Complete airport exposure handling both domestic and international ticketing.
Achievements
  • • Appreciation from Guests as well as the Management on Customer Service Excellence.
Education
Master of Arts, Other
Madras Christian CollegeUniversity of Madras
1998-2001 Score57%
B.A. History, History Economics Political Science
Madras Christian CollegeUniversity of Madras
1985-1988
Profile Snapshot
Emmanuel is based out of Chennai & has studied Other, M.A-Master of Arts from Year 1998-2001 in MCC-Madras Christian College, University of Madras.
Emmanuel Paulraj Pandian is Skilled in English Language, Excellent Customer Drive, Public Relations and other talents.