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Key Strengths

  • Organized – Ability to multi-task and prioritize effectively
  • Adaptability and ability to work under pressure – Time management
  • Effective problem solving abilities – for technical issues
  • Teamwork
  • Managing escalations
  • Active listening
  • Knowledge of handling customer issues
  • Outstanding communication skills – To interact both with clients and cross-company workers.
  • Agile, sharp, able to improvise
  • Creative
  • Professional attitude

Transcripts And Awards


  • Serious Interest in Graphic Design
  • Website Design and Development
  • Travel places

Work experience

Feb 2013Aug 2013

Goods Flow Co-worker n/Licence

Ikea Rhodes Sydney


  • Order Management functions for home delivery.
  • Labelling goods, assigning drivers and co-ordinating with drivers. 
  • Managing returns and authorizing reschedule of deliveries to transportation and Customer Service Departments
  • Co-ordinating with customer and Transportation Company if there are delays in delivery due to un-foreseen circumstances.
  • Picking Functions as necessary for from the store floor/Warehouse to labelling and arranging delivery for the same.
  • Management of Peak and Holiday Shifts in the absence of Management Staff.


  • Ensured that all deliveries were 100% on target as per the delivery schedule and loads
  • All errors were handled and Customer Escalations were reduced consistently over a 3 month period.

Nov 2003May 2007

Customer Service Agent

WNS Global Pvt Ltd.


  • Interface daily with internal partners and British Airways in the Logistics and Bookings in the following areas below
  • Training new staff for the project
  • Ensure ISO9000 Compliance 
    • Codeshare:
      • Action Error Messages that fall under my que scope.
      • Identify Codeshare errors and correct errors as per BA policies on Codeshare
      • Ensure that Flight Details Provided by BA are synced and accurate in the Codeshare Database
      • Ensure that duplication of PNR's are checked and corrected
      • Prepare and Update reports on a monthly basis on the Upgrade and Codeshare break-up
    • Upgrades:
      • Passenger Upgrade options evaluation and ensure that all upgrades are completed as per schedule before upgrade deadlines are closed.


  • Nominated for further training and hands on work at British Airways Onsite in London
  • Implemented and Project Managed the new Codeshare System to streamline the Codeshare Processes
  • Given Team Leader Responsibilities and was Identified as a future Team Leader in the department.
Mar 2000Aug 2001

Customer Service Officer

Laxmi Jewels Private Ltd.


  • Order Management of Customer Orders
  • Schedule Orders as per priority with the Order Works area
  • Track order within the various works department and update customer as needed
  • Organise Quality inspection of Orders related to exports
  • Compile and submit documents related to all export orders


  • Promoted to a Customer Service Officer within 6 months of Joining due to my work ethic and performance
Sep 2001Aug 2002

Customer Service Agent

OMIC Private Ltd.


  • Analyse in-Bound Cargo Documents relating to Inspection and record it in the company database
  • Arrange inspection date for cargo with Customs and Quarantine
  • Ensure that the Bill of Lading is also presented as part of all the legal documentation
  • Direct the Cargo to be delivered as per the terms in the Bill of Lading to the correct Consignee


  • Ensured 100% compliance on all consignments and inspections with Customs and Quarantine.


Nov 2002Apr 2003


Jul 1995Apr 1998


Mumbai University
Jul 1993Mar 1995

Year 12

Vivek Vidyalaya


Relationship Building
Handling Complaints
Problem Solving
Situation Analysis
Time Management
Computer Skills
Effective Listening
Presentation Skills


Jennifer Alphonso

Sophia Shaikh

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