Summary
Overview
Work history
Education
Skills
References
STRENGTHS
Certification
LANGUAGES
Timeline
Generic

SAROJ SUNAR

Harrow,United Kingdom

Summary

Offering strong interpersonal and problem-solving skills with background in customer service and team coordination. Knowledgeable about managing passenger interactions, ensuring smooth operations, and maintaining high standards of service. Good at encouraging teamwork and making sure safety rules are followed. Known for delivering high-quality service and creating a friendly, positive workplace. Ready to use and develop communication, leadership, and organisational skills in Airport Team Manager role.

Overview

8
8
years of professional experience
5
5
years of post-secondary education
1
1
Certification

Work history

Passenger Service Supervisor

Swissport
London Heathrow, United Kingdom
04.2025 - Current
  • Consistently delivered professional and courteous service, upholding high standards of customer care for all passengers.
  • Implemented quality control measures to ensure excellent service delivery.
  • Upheld company policies and guidelines strictly whilst dealing with passengers or staff issues.
  • Facilitated smooth passenger flow through effective management of check-in and boarding processes.
  • Managed ticketing procedures, reducing customer waiting times significantly.
  • Monitored security and maintained operational protocols.
  • Resolved complaints, cancellations, and refunds with mutually beneficial solutions.
  • Managed flight cancellations by rebooking passengers and arranging hotel accommodations to ensure seamless travel support.
  • Liaised effectively with airline representatives to ensure timely flight information updates for passengers.
  • Performed necessary administrative duties diligently, contributing to an organised work environment.
  • Streamlined boarding procedures to reduce departure delays effectively.
  • Enhanced team efficiency by coordinating shift schedules and task allocation.

Team Leader

Menzies Aviation
London Heathrow, United Kingdom
03.2022 - 04.2025
  • Planning workloads and delegating tasks.
  • Creating a productive work environment for the team using gamification, trust, and other appropriate strategies.
  • Assessing team performance and providing feedback to employees.
  • Assisting with the daily operation of the organisation.
  • Performing customer service functions, including interacting with customers and answering questions.
  • Oversaw daily operations for 30+ flights per shift, ensuring smooth and efficient turnaround and coordination.
  • Promoted open communication to support a collaborative and positive workplace culture.
  • Negotiated successful outcomes in challenging scenarios, demonstrating strong problem-solving skills.
  • Prioritised tasks according to urgency and importance, optimising workload allocation among team members.

Trainer

Menzies Aviation
London Heathrow
02.2019 - 03.2022
  • Evaluate employee performance to gauge where skills are lacking.
  • Trained and onboarded 10+ staff members, enhancing team capabilities
  • Prepare learning materials for programs.
  • Established onboarding programs for new employees.
  • Provide training guidance and feedback to others.

Passenger Service Agent

Menzies Aviation
London Heathrow
06.2017 - 02.2019
  • Greeting and checking in of passengers and passenger baggage for their respective flights.
  • Performed checking of passport, visa documentation, and flight details.
  • Monitoring of baggage weights and applying excess baggage charges if applicable.
  • Offering and aiding customers' needs.
  • Boarding and disembarkation of passengers.

Education

Bachelor's Degree - Global Business

Coventry University
London
09.2019 - 06.2020

Diploma - Business Administration

Uxbridge College
Uxbridge
09.2014 - 05.2019

Skills

  • Strategic Plannings
  • Management Skills
  • Safety procedures compliance
  • Business Relationships
  • Cost Control Measures
  • Change Management
  • Resource Planning
  • People Management
  • Strong Leadership
  • Knowledge Of Business

References

Available on Request

STRENGTHS

  • Learn and be Curious - Never done learning and always seeking to improve myself. Curious about new possibilities challenges and taking action to explore them.
  • Earning Trust of Others - Listen attentively, speak candidly and treat others respectfully.
  • Love for the Company - Doing my job with great love and passion helps me stay motivated at all times.

Certification

Recognition Award for the Five Star Customer Service

  • Lufthansa Group

LANGUAGES

Nepalese - Native
Native
English - Proficient
Fluent
Hindi/Urdu - Proficient
Fluent

Timeline

Passenger Service Supervisor

Swissport
04.2025 - Current

Team Leader

Menzies Aviation
03.2022 - 04.2025

Bachelor's Degree - Global Business

Coventry University
09.2019 - 06.2020

Trainer

Menzies Aviation
02.2019 - 03.2022

Passenger Service Agent

Menzies Aviation
06.2017 - 02.2019

Diploma - Business Administration

Uxbridge College
09.2014 - 05.2019

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SAROJ SUNAR