Manprit Kaur
Passenger Services Supervisor @ Skytanking | AirFrance & KLM
Wolverhampton
Summary
Dedicated professional with extensive experience in customer service and operations management within the aviation industry. Committed to delivering exceptional service and ensuring a seamless experience for all clients and stakeholders. Strong leadership skills to effectively manage and motivate teams while overseeing daily operations, upholding the highest standards of compliance and safety. Driven by a passion for service excellence, continuously seeking to improve operational efficiency and client satisfaction. Foster a collaborative and customer-focused work environment, maintaining professionalism and quality in all interactions.
Overview
5
5
years of professional experience
3
3
Languages
Work History
Passenger Service Supervisor
Skytanking
Birmingham
10.2024 - Current
- Passenger Experience & Customer Service: Spearhead check-in and boarding processes, ensuring seamless passenger flow and a high standard of service
- Successfully improved customer satisfaction scores through service enhancements and proactive issue resolution
- Team Leadership & Development: Train and oversee a team of passenger service agents, fostering a culture of efficiency and excellence
- Operational Coordination & Compliance: Act as the key liaison between airline representatives, ground handling teams, and airport authorities, ensuring regulatory compliance and seamless service transitions
- Baggage Handling & Security Oversight: Enforce airline policies and security regulations related to baggage handling, minimising discrepancies and enhancing security compliance
- Crisis Management & Service Recovery: Lead response efforts during flight disruptions, cancellations, and delays, offering swift resolutions that reduce passenger inconvenience and uphold service reputation
- Created, managed and delivered meaningful recognition and individual rewards to boost morale.
- Data & Performance Reporting: Maintain meticulous records of daily operations, passenger interactions, and incident reports, contributing to strategic decision-making and continuous service improvements, completed administrative records and documents to meet company requirement
Airline Ticket Agent
Swissport
03.2021 - 10.2024
- Ticketing & Upgrades: Efficiently issued flight tickets and processed upgrades, ensuring accurate seating assignments and boosting airline revenue
- Payment Processing & Financial Reporting: Handled diverse payment methods, managed cash transactions with precision, and compiled accurate end-of-day sales reports to support strategic decision-making
- Check-in & Compliance: Verified passenger IDs and travel documents, ensuring strict compliance with airline policies and international travel regulations
- Baggage Handling & Security: Managed luggage check-in, issued baggage claims, and proactively communicated airline baggage policies, reducing disputes and enhancing passenger experience
- Passenger Assistance & Customer Experience: Delivered compassionate assistance to passengers with special needs, ensuring their comfort and meeting their unique requirements
- Operational Efficiency & Multi-Airline Expertise: Successfully handled procedures for multiple airlines, including Ryanair, TUI, Air France/KLM, Air India, Saudi, PIA, and Emirates, demonstrating adaptability and in-depth industry knowledge
- Streamlined check-in process for faster boarding and improved passenger experience.
- Managed group bookings expertly from initial inquiry through final payment processing.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
Customer Relations Coordinator
ESURV Chartered Surveyors
12.2020 - 03.2021
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
- Developed strategies to increase customer satisfaction.
- Exceeded performance metrics consistently by staying up-to-date on industry trends and proactively seeking opportunities for self-improvement within the role.
- Managed booking schedules and coordinated appointments for surveyors, demonstrating strong organisational skills.
- Handled customer inquiries and issues, ensuring high levels of customer satisfaction and showcasing excellent communication skills.
- Performed administrative tasks, including data entry and maintaining accurate records, which required attention to detail and accuracy.
- Analysed customer feedback to identify areas for improvement, contributing to process enhancements.
- Resolved escalated complaints efficiently, mitigating the risk of negative reviews or lost business opportunities.
- Managed high-volume calls, maintaining professionalism under pressure while providing timely assistance to customers.
Executive Administrative Assistant
Green Eco Solutions
06.2020 - 12.2020
- Handled administrative tasks such as expense report processing or invoice reconciliation efficiently; allowing executives to focus on high-priority responsibilities without distraction.
- Screened calls and emails and initiated actions to respond or direct messages for managers.
- Organised and updated schedules for executives.
- Scheduled appointments promptly, ensuring optimal use of executive time while minimising conflicts or cancellations.
- Developed and maintained effective communication channels with clients, contributing to improved customer satisfaction.
- Assisted in data entry and report preparation, ensuring accuracy and adherence to deadlines.
- Maintained confidentiality when handling sensitive information, protecting company interests and employee privacy.
- Reviewed incoming communications for urgency or importance; prioritised correspondence accordingly for executive review or action.
- Used software to coordinate meetings, appointments, and tasks senior executives.
- Ensured timely completion of projects by monitoring progress against deadlines, providing updates to executives as needed.
- Updated spreadsheets and databases to track, analyse, and report on performance and sales data.
Education
Business Administration Level 3
Juniper Training Center
Wolverhampton, United Kingdom 04.2001 -
Customer Service Level 2
St. Matthias School
Wolverhampton 04.2001 -
NVQ Health And Social Care Level 2
St.Matthias School
Wolverhampton, United Kingdom 04.2001 -
Skills
- Team leadership expertise
- Project coordination
- Effective organizational skills
- Strong verbal communication
- Analytical problem-solving
- Effective time management
- IT systems knowledge
- Data interpretation proficiency
- Risk Management
- In-depth knowledge of regulations
- Compassion and Empathy
- Emotional Resilience
- Interpersonal Skills
- Continuous Learning
Timeline
Passenger Service Supervisor
Skytanking
10.2024 - Current
Airline Ticket Agent
Swissport
03.2021 - 10.2024
Customer Relations Coordinator
ESURV Chartered Surveyors
12.2020 - 03.2021
Executive Administrative Assistant
Green Eco Solutions
06.2020 - 12.2020
Business Administration Level 3
Juniper Training Center
04.2001 -
Customer Service Level 2
St. Matthias School
04.2001 -
NVQ Health And Social Care Level 2
St.Matthias School
04.2001 -
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