Kunal Varia
Slough,Berkshire
Summary
Customer service Professional with over 20 years of experience in aviation and airport operations at British Airways, demonstrating strong leadership in frontline teams and managing customer journeys from start to finish.
Dedicated professional with keen ability to understand customer needs and resolve issues promptly. Proficient in communication and problem-solving, fostering positive customer interactions. Ready to enhance customer satisfaction and contribute to business success.
Overview
21
21
years of professional experience
Work history
Customer Experience Representative / Acting Gate Team Leader
British Airways PLC
Heathrow
01.2020 - 01.2026
- Facilitate and guide gate teams of up to 5 colleague's throughout boarding and departure operations.
- Oversee customer experience throughout check-in, gates, lounges, and arrivals.
- Serve as escalation point for intricate customer issues and service recovery
- Assist disrupted passengers during delays and cancellations
- Contributed to Arrivals Team and Hand-Baggage Team operations. Collaborated with colleagues to enhance service delivery and efficiency.
- Supported airport upgrade initiatives to enhance operational efficiency.
- Supporting colleagues using new system name SWIIPR
Senior Customer Service Agent
British Airways PLC
Heathrow
01.2008 - 01.2020
- Managed teams of up to 20 customer service agents
- Guided new starters while facilitating training sessions
- Resolved escalated customer complaints and recovery cases
- Collaborated closely with colleagues to ensure seamless service delivery.
- Liaised between customers and management for effective resolution of issues.
- Mastered internal systems and technologies, optimising daily productivity.
- Managed high-pressure situations for optimal customer experience.
Customer service agent
British Airways PLC
Heathrow
01.2006 - 01.2008
- Managed customer queries for better understanding of products and services.
- Developed rapport with customers through empathetic listening skills.
- Ensured smooth transactions with detailed record keeping.
- Utilised product knowledge to provide accurate information to customers.
- Maintained high standards of professionalism whilst dealing with complex situations.
- Improved customer satisfaction by efficiently resolving complaints and issues.
Ramp agent
British Airways
Heathrow
06.2005 - 01.2006
- Followed strict safety protocols whilst handling passengers' luggage, reducing risk of damage or loss.
- Ensured safe movement around tarmac by driving specialised airport vehicles responsibly.
- Adhered strictly to all relevant regulations, ensuring compliance within ramp area operation.
- Improved punctuality with efficient loading and unloading of baggage.
Education
GCSEs - English, Mathematics, Science, Design Technology
Rushey Mead Secondary School
Leicester Skills
- Target achievement
- Service-Oriented mindset
- Conflict mediation
- Complaint resolution
- Customer retention
- Workload prioritisation
- Problem-solving
- Team Leadership
- Product knowledge
- Conflict Resolution
- Outstanding customer service
- Regulatory compliance
- Multi-tasking
- Active listening
- Working with 3rd party companies
References
Available upon request
Languages
Gujarati
Advanced
C1
Timeline
Customer Experience Representative / Acting Gate Team Leader
British Airways PLC
01.2020 - 01.2026
Senior Customer Service Agent
British Airways PLC
01.2008 - 01.2020
Customer service agent
British Airways PLC
01.2006 - 01.2008
Ramp agent
British Airways
06.2005 - 01.2006
GCSEs - English, Mathematics, Science, Design Technology
Rushey Mead Secondary School