KUHELI BOSE
Slough,Berkshire
Summary
Customer-focused professional with background in enhancing client satisfaction and resolving issues promptly. Skilled at building rapport, addressing concerns efficiently, and improving service experiences. Committed to maintaining high standards and fostering positive customer relationships.
Overview
14
14
years of professional experience
1
1
Certification
Work history
Customer Service Agent
dnata/Menzies
London Heathrow
2025.05 - 2026.06
- Supported operations for Emirates Airlines and managed tasks for China Southern and China Eastern Airlines.
- Received training in various Departure Control Systems (DCS).Facilitated airline services to ensure seamless customer experience.
- Resolved customer inquiries promptly and efficiently, utilising problem-solving skills to ensure effective solutions.
- Utilised CRM system proficiently to record customer interactions accurately.
- Assisted colleagues during busy periods, fostering team spirit and collaboration.
- Showcased excellent listening skills when interacting with customers, leading to greater understanding of their needs.
- Demonstrated strong problem-solving abilities when resolving customer complaints effectively.
- Maintained high level of patience when dealing with difficult customers, resulting in peaceful resolutions.
- Streamlined communication channels for improved customer experience.
Duty Manager
GlobeGround India
Bengaluru
2024.04 - 2025.01
- Conducted regular performance assessments to enhance staff development and operational efficiency.
- Handled complaints professionally, leading to improved customer retention rates.
- Assisted in budgeting and forecasting activities to ensure cost-effectiveness.
- Sustained operational excellence with adherence to company policies and procedures.
- Promoted a safe working environment by enforcing health and safety regulations strictly.
- Responded to customer concerns with speed and knowledge, delivering professional, personalised service.
- Executed emergency response protocols for safe, secure and compliant environment.
Airline Relationship Manager
AIR INDIA Sats (AISATS)
Bengaluru, INDIA
2023.08 - 2024.03
- Analyzed customer service performance against KPIs and presented results to senior management.
- Addressed and resolved customer complaints in efficient, effective and timely manner.
- Utilised CRM software to track client interactions, improving the accuracy of client data and service personalisation.
Process Specialist
Infosys BPM
Bengaluru
2022.04 - 2023.04
- Handled challenging customer interactions with professionalism, resolving complaints efficiently.
- Collaborated with multiple departments to improve customer experience.
- Helped clients enhance internal structures and improve handling of current and potential problems.
Senior Customer Service Executive
Spicejet Airline
Kolkata
2019.06 - 2022.03
- Handled administrative work, including staff attendance, training records, and other relevant documentation.
- Conducting an induction programme for new employees.
- Effectively coordinating and scheduling training sessions to maximise the use of available time slots.
- Elevated team performance through effective coaching, raising service standards.
- Minimized operational disruptions through effective collaboration and prompt problem-solving.
Senior Customer Service Executive
Jet Airways
Kolkata
2017.07 - 2019.06
- Provided outstanding customer support, ensuring high satisfaction levels.
- Enhanced operational efficiency through cross-departmental collaboration and timely issue resolution.
- Led teams to achieve exceptional customer satisfaction.
Station Supervisor
Srilankan Airlines (STIC Travels Pvt Ltd.)
Kolkata
2016.03 - 2017.07
- Handled high-pressure situations with sound decisions to maintain passenger safety and comfort.
- Generated work-related reports enabling service delivery review and improvement.
- Managed complaints with calm, clear communication and problem-solving.
- Engaged with customers to better understand needs and deliver excellent service.
Customer Service Associate
Emirates Airlines(AIATSL)
Kolkata
2012.08 - 2016.03
- Delivered exceptional customer support and guidance in handling complex complaints.
- Delivered suitable solutions to ensure ongoing customer satisfaction.
- Resolved conflicts effectively by maintaining a calm and empathetic approach.
Education
PG Diploma - Human Resource Management
Symbiosis Centre for Distance Learning
Pune, MH 2001.04 -
B.Com - Accountancy and Finance
Calcutta University
West Bengal, India, IndiaHigher Secondary - Accountancy
Andrew's High School
Kolkata, WBSecondary - English
Andrew's High School
West BengalSkills
- Customer Service
- Leadership skills
- Team Leadership
- Operational support
- Department management
- Stakeholder engagement
- KPIs setting and tracking
- Customer retention
- Staff training and development
- Health and Safety Compliance
- Database management
Certification
- Trained and certified in Dangerous Goods Training .
- Trained in handling Passengers with disabilities and reduced mobility .
- Trained in Emergency Response and Contigency Plans (ERP) .
- Certified in Customer Handling Course and trained in different DCS like ASConnect and Altea Management System .
- Certified in Passenger and Cargo Handling by Jet Airways and Spicejet respectively.
- Certified by the Consulate General of the United States of America for Document Inspection and Imposter Recognition and U.S. Visa Classifications & Identifying Foreign Fighter Travel by Emirates Airlines.
Languages
English
Intermediate
Hindi
Intermediate
Bengali
Intermediate
Personal Information
- Nationality: Indian
- Gender: Female
- Date of birth: 04/10/1989
WORK STATUS
- Right to Live and Work at United Kingdom
https://www.linkedin.com/in/kuheli-bose46268133/
References
References available upon request.
Timeline
Customer Service Agent
dnata/Menzies
2025.05 - 2026.06
Duty Manager
GlobeGround India
2024.04 - 2025.01
Airline Relationship Manager
AIR INDIA Sats (AISATS)
2023.08 - 2024.03
Process Specialist
Infosys BPM
2022.04 - 2023.04
Senior Customer Service Executive
Spicejet Airline
2019.06 - 2022.03
Senior Customer Service Executive
Jet Airways
2017.07 - 2019.06
Station Supervisor
Srilankan Airlines (STIC Travels Pvt Ltd.)
2016.03 - 2017.07
Customer Service Associate
Emirates Airlines(AIATSL)
2012.08 - 2016.03
PG Diploma - Human Resource Management
Symbiosis Centre for Distance Learning
2001.04 -
Secondary - English
Andrew's High School
B.Com - Accountancy and Finance
Calcutta University
Higher Secondary - Accountancy
Andrew's High School