Meenakshi Chockalinagm
Uxbridge,middlesex
Summary
Dedicated professional with expertise in customer service and passenger satisfaction management, specialising in airline reservation and check-in systems operation. Proven track record in passenger check-in and boarding gate supervision, ensuring seamless flight departure and boarding coordination. Adept at travel document and visa verification, airport safety and security compliance, and handling passenger disputes with effective resolution strategies. Skilled in baggage handling procedures, lost luggage management, and assisting passengers with special needs. Demonstrates strong operational organisation, time management, and multitasking abilities in fast-paced airport environments, alongside team leadership and staff supervision capabilities. Committed to enhancing operational efficiency through problem-solving and decision-making while maintaining professional communication and interpersonal skills.
Overview
21
21
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Passenger service agent
Jet2.com
Stansted Mountfitchet, Essex
06.2025 - Current
- Greeted warmly and served as the first point of contact to passengers at departures and arrivals, and attended to all their queries.
- Staffed the information desk, delivering prompt assistance and seamless customer service to travellers regarding local area, hotels, public transport, connecting flights, taxis and many more.
- Determined the level of assistance required for each elderly passenger and those with special needs, Unaccompanied minors, by listening to and showcasing empathy and care. Escorted passengers to and from transport. Partnered with security personnel to ensure safe transit of passengers and luggage, and facilitated other requirements as needed.
- Efficiently managed time and queue by demonstrating proactive analysis and organising skills. Ensured passengers were directed to the kiosk and desk for check-in and to the boarding gate, in accordance with the airline's OP and service standards.
- Accelerated check-in by verifying documents, passports, assigning seats, and issuing boarding passes efficiently. Explained the airport procedure to passengers in preparation for the coming steps.
- Diligently checked-in luggage and carry-on items were confirmed to meet security requirements.
- Drove revenue generation by upselling airline products and services during check-in.
- Coordinated boarding gates through effective communication skills. Ensured the timely departure of flights by managing pre-boarding procedures competently and served passengers at boarding gates, facilitating prompt service.
- Checked passengers' boarding passes vigilantly and swiftly to accelerate boarding procedures, Verified customer passports and documentation to travel.
- Resolved disruption cases such as denied boarding situations or flight cancellations calmly and professionally as per airline SOP.
- Streamlined baggage handling for improved passenger convenience at the boarding gate and check-in area.
- Announced gate change information, preboarding, boarding, final call, and passenger name announcements over the PA system.
- Liaise with the dispatcher throughout the boarding process, and, in the event of a no-show, conduct a headcount and seat check in accordance with airline SOP and security measures.
- Directed and assisted passengers through immigration, passport control and baggage hall to claim luggage. Be well prepared to face immigration issues, if any, by demonstrating exceptional thinking, organisational, planning, coordinating and communication skills.
- Resolved lost-and-found enquiries and arrival baggage irregularities by demonstrating problem-solving abilities under pressure and following airline SOP.
- Elevated customer satisfaction by providing information regarding flight schedules and fares.
- Relayed flight delays or cancellations to passengers, sustaining transparency and trust.
- Stayed updated on changes to travel regulations and required documentation.
- Advised customers on specific visa and passport requirements.
- Educated clients on current travel restrictions, offering relevant and up-to-date information by phone and email.
Customer retail assistant
Tesco Superstore
Yiewsley, Hillingdon
11.2024 - 12.2024
- Assisted customers with product selection to boost sales.
- Resolved customer complaints promptly to ensure satisfaction.
- Managed queues effectively during busy periods to maintain order in the shop.
- Processed cash and card payments accurately to uphold financial integrity.
- Managed stock levels efficiently to avoid shortages or overstocking.
- Ensured customer satisfaction by providing prompt and courteous service.
- Utilised the point of sale system effectively to facilitate a smooth checkout process.
- Committed to delivering excellent customer service in a fast-paced environment.
- Assisted customers with product queries and information on stock availability.
- Learned and efficiently served customers on new point of sale tills while adhering to company policies.
- Organised and replenished shelves to maintain a clean and tidy store.
- Checked deliveries for accuracy and ensured proper stock management.
Customer assistant
Wilko
Uxbridge, Hillingdon
09.2017 - 05.2020
- Warmly greeted customers on the shop floor while maintaining professionalism.
- Dealt effectively with customer complaints, resolving issues professionally and amicably.
- Managed high-pressure situations with ease, ensuring customer satisfaction during peak hours.
- Took float count and operated the POS till diligently. Handled cash and card payments with accuracy and Ethics.
- Replenished the shelves with stock, rotated stock to ensure easy access for customers, and maintained a neat appearance.
- Identified discrepancies in stocks through regular inventory management.
- Monitored inventory levels routinely to avoid stock-outs or overstocking issues.
- Ensured compliance with health and safety regulations on the work premises at all times.
- Collaborated efficiently with team members to maintain smooth store operations.
- Handled returns and exchanges efficiently, maintaining high standards of service amidst challenging situations.
- Listened actively to customer concerns, confusion, and needs for excellent communication.
- Assisted customers with product complaints, logging issues for investigation, and providing replacement items.
- Trained new associates on cash register operations, advising on appropriate handling of customer sales, refunds, and cashing up.
- Inspected products for damages and expiry dates before processing refunds.
- Promoted customer loyalty scheme at checkout.
Team member
Kfc
Uxbridge, Hillingdon
06.2017 - 11.2018
- Provided a friendly and seamless customer service in a fast-paced food chain environment.
- Ensured health and safety regulations were complied with within work premises at all times.
- Assisted in visual merchandising efforts, enhancing store appearance and attracting footfall.
- Communicated daily offers to customers, promoting in-store deals and discounts.
- Cross-sold related products at the point of purchase, boosting overall sales volumes.
- Assisted customers with product selection, considering allergies to ensure satisfaction at the POS, whilst providing excellent customer service to ensure repeat business.
- Upheld company policies whilst interacting with customers to maintain brand reputation.
- Operated systems smoothly, streamlining the checkout process for customers using card and cash payments with accuracy.
- Participated actively in staff meetings, contributing valuable insights towards improving store performance.
- Collaborated efficiently with team members to maintain smooth store operations.
- Managed high-pressure situations with ease, ensuring customer satisfaction during peak hours and never failing to address customer queries and concerns promptly
- Monitored inventory levels routinely to avoid stock-outs or overstocking issues through regular replenishment.
- Deep-cleaned shop floor, tables, desk and kitchen to uphold strong hygiene and presentation standards.
- Managed high-volume customer queries simultaneously through effective multitasking and product knowledge.
- Performed daily opening and closing functions and inventory management.
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
- Assisted in the kitchen with food preparation.
Duty Manager
Jet Airways (I) Ltd
Mumbai, Maharashtra
09.2005 - 08.2013
- Supervised and supported a team of customer service check-in agents at check-in counters.
- Reviewed passports and travel documentation, issuing boarding passes upon completion. Led timely check-in processes to facilitate scheduled departures.
- Performed boarding gate duties as per the airline schedule and supported staff through the boarding gate process.
- Identified the level of assistance required and the requirements of each customer and provided high-end seamless customer service.
- Spoke clearly to communicate easily with non-native speakers.
- Directed ticket counter operations, streamlining check-in and seat allocation for efficiency. Optimised seat allocation tasks to ensure optimal cabin utilisation.
- Made changes to tickets, such as date changes, rebooking flights, booking staff travel tickets, etc.
- Streamlined baggage handling for improved passenger convenience during check-in and at boarding gates.
- In the event of a baggage belt breakdown, coordinate with airport agencies to ensure proper dispatch of Tagged and routed luggage to the loading and screening locations.
- Oversaw ticketing, gate and ramp services.
- Assisted in ensuring passenger safety during emergencies, demonstrating swift decision-making abilities.
- Communicated changes to passengers promptly, providing additional information to help manage travel anxiety.
- Boosted overall airport efficiency by liaising with ground staff.
- Created a comfortable travel experience by resolving passenger queries efficiently
- Responded calmly and developed adapted solutions to help distressed, confused or lost passengers in unique scenarios.
- Exhibited conflict resolution and interpersonal skills with quick decision-making while handling passengers during disruptive flights, cancellations, delayed flights, etc.
- Provided appropriate compensations, such as travel, hotel, and food to customers during cancellations, long delays, or denied boarding.
- Proactively acted as the first point of contact to passengers, delivered excellent customer service, and took ownership of all complaints and feedback.
- Conducted document and passport checks to minimise penalties by adhering to immigration laws.
- Coordinated shift operations, including roster preparation and staff allocation to optimise efficiency
- Designed and implemented training programs to upskill staff and improve operational performance
- Played a key role in managing passenger flow during peak travel seasons, ensuring on-time departures and smooth operations.
- Took decisions affecting operations on a day-to-day basis in line with applicable local procedure
- Provided cover in the absence of the duty manager during leave as directed by thearea manager.
Education
PGDHRM - HR
PSGR College for Women
INDIA 06.2004 - 04.2005
Bcom - Commerce, Accounts
Lady Doak College
INDIA 06.2000 - 04.2003
Skills
- Customer Service & Passenger Satisfaction Management
- Passenger Check-In & Boarding Gate Supervision
- Airline Reservation & Check-In Systems Operation
- Travel Document & Visa Verification
- Airport Safety & Security Compliance
- Passenger Dispute Resolution & Complaint Handling
- Baggage Handling & Lost Luggage Procedures
- Flight Departure & Boarding Coordination
- Public Address (PA) Announcements & Passenger Communication
- Passenger Assistance & Special Needs Support
- Operational Organisation & Time Management
- Multitasking in Fast-Paced Airport Environments
- Team Leadership & Staff Supervision
- Problem Solving & Operational Decision-Making
- Professional Communication & Interpersonal Skills
Affiliations
- painting, Swimming, General topic books, learning new skill, puzzles, travellling.
Certification
Customer services training
GSAT
Check in training
Lead Agent training
HBR(Hold Baggage Reconcilation and screening)
Personality development.
Languages
English
Intermediate
Tamil
Intermediate
Core competencies
- Customer Service Excellence: Skilled at delivering personalised customer service with support, handling customer queries, delivering exceptional support, and resolving complaints effectively.
- IT Proficiency: Experienced & knowledgeableX-ray of MS Office Suite, Oracle ERP, and Sabre GDS. POS& WMS systems
- Aviation Security Technology: Experienced in ETD, WFMD, HHMD & Rapiscan & Smith Heimann Xray systems.
- Communication: Fluent in English, with strong verbal and writing abilities and customer and stakeholder engagement abilities.
- Problem-Solving: Proven ability to assess challenges and implement practical solutions under pressure.
- Project Coordination: Experienced in planning, organising, and managing resources to achieve operational goals.
- Team Leadership: Adept at supervising teams, conducting training, and fostering a positive work environment.
- Attention to Detail: Strong focus on accuracy and compliance in all operational and administrative tasks.
References
References available upon request.
Timeline
Passenger service agent
Jet2.com
06.2025 - Current
Customer retail assistant
Tesco Superstore
11.2024 - 12.2024
Customer assistant
Wilko
09.2017 - 05.2020
Team member
Kfc
06.2017 - 11.2018
Duty Manager
Jet Airways (I) Ltd
09.2005 - 08.2013
PGDHRM - HR
PSGR College for Women
06.2004 - 04.2005
Bcom - Commerce, Accounts
Lady Doak College
06.2000 - 04.2003