Jowill Bebianno Fernandes
Summary
Customer service supervisor with strong experience across airline operations, passenger services, and team leadership. Skilled in managing different products, handling escalations, and supporting smooth airport operations. Known for adaptability, strong communications, and the ability to guide teams during high pressure situations. Committed to delivering high service standards and contributing positively to operational performance.
Overview
9
9
years of professional experience
Work history
Customer service supervisor
Menzies Aviation
London
07.2023 - Current
- Currently handling Air India.
- Trained on Japan airlines, Finnair, RwandAir, Vistara, Bamboo airlines, Royal Jordanian, Hainan airlines and Westjet
- Oversaw ticketing and gate services.
- Managed team member schedules and flight editing.
- Adhered strictly to policies and procedures for continued company compliance.
- Dealt with cancellations professionally and ensuring minimal inconvenience to the customers
Customer service agent
Menzies Aviation
London
07.2022 - 05.2023
- Trained on CM, Sabre and Angel light systems.
- Announced flight status updates and information about gate changes over system.
- Advised customers on specific visa and passport requirements.
Team Leader for concessions
Delaware North
London
02.2022 - 07.2022
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Coached team members through new or difficult workflows.
Store Manager
Cold drinks
India, Goa
06.2018 - 11.2021
- Assisted in recruiting, hiring and onboarding store staff.
- Provided excellent customer care through prompt complaint resolution and quality of service.
- Analysed daily and weekly sales results and maintained ongoing, productive dialogue with area manager and peers on sales performance.
Human Resource Assistant
Shanay (Builders & Development)
India, Goa.
04.2020 - 03.2021
- Updated records with employee status, personal information and agreement term changes.
- Processed month-end payroll for prompt staff payments.
Vehicle Administrative Department (INTERNSHIP)
General Motors Company, MohammedSaleh & Reza Yousuf Behbehani Company
, Kuwait
04.2018 - 06.2018
Finance Junior Executive (INTERNSHIP)
General Motors Company
Kuwait
04.2017 - 06.2017
Education
Bachelors - Business Administration
St Xaviers College
India, GoaMasters - Human Resource Management
University of Westminster
London, ENGSkills
- Microsoft knowledge
- Sabre GDS
- CM
- Angel light
TECHNICAL KNOWLEDGE
- Teamwork skills
- Leadership skills
- Strong organisational skills
- Strong communication skills
- Performance Management
- Complaint resolution
Languages
English
Fluent
Hindi
Fluent
Arabic
Elementary
Timeline
Customer service supervisor
Menzies Aviation
07.2023 - Current
Customer service agent
Menzies Aviation
07.2022 - 05.2023
Team Leader for concessions
Delaware North
02.2022 - 07.2022
Human Resource Assistant
Shanay (Builders & Development)
04.2020 - 03.2021
Store Manager
Cold drinks
06.2018 - 11.2021
Vehicle Administrative Department (INTERNSHIP)
General Motors Company, MohammedSaleh & Reza Yousuf Behbehani Company
04.2018 - 06.2018
Finance Junior Executive (INTERNSHIP)
General Motors Company
04.2017 - 06.2017
Bachelors - Business Administration
St Xaviers College
Masters - Human Resource Management
University of Westminster