GARIMA ANAND
Epping,Australia
Summary
Customer resolutions and compliance professional with 12+ years' experience across energy, aviation, and travel sectors. Currently managing escalated complaints, hardship programs, and regulatory casework within Australia's energy industry. Skilled in investigations, written complaint responses, stakeholder liaison, and legislative compliance.
Overview
18
18
years of professional experience
Work History
Customer Resolutions Consultant
AGL Energy Ltd.
Melbourne, Australia
10.2022 - Current
- Resolved escalated complaints through phone and webchat to ensure customer satisfaction.
- Administered hardship programs and payment plans for customers facing financial distress.
- Drafted written responses to complaints, addressing customer concerns promptly.
- Collaborated with internal departments for efficient case resolution.
- Updated and maintained detailed documentation in CRM for accurate case tracking.
- Ensured compliance with Australian energy regulations.
International Flight Attendant
Etihad Airways
01.2014 - 01.2022
- Delivered high levels of guest service through engaging safety presentations on international routes.
- Facilitated efficient boarding process by greeting passengers and providing seat directions.
- Addressed passenger inquiries and resolved issues during flights to enhance satisfaction.
- Ensured compliance with policies, procedures, regulations, and safety guidelines for passengers and aircraft.
- Controlled onboard entertainment systems for passenger enjoyment throughout flights.
- Conducted pre-flight briefings with crew, reviewing emergency procedures and safety protocols.
- Participated in continuous improvement initiatives through problem-solving activities and teamwork suggestions.
Flight Manager
IndiGo Airlines
01.2012 - 01.2014
- Facilitated communication between flight deck and cabin crew to optimize operational efficiency.
- Oversaw pre-flight briefings to prepare staff on safety procedures and service standards.
- Managed crew assignments to ensure compliance with safety regulations and operational requirements.
- Provided personalized assistance to children, elderly, and passengers with special needs.
- Explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Served food and beverages while informing passengers of in-flight offerings.
- Exceeded performance goals through effective task prioritization and strong work ethic.
Flight Attendant
Kingfisher Airlines
01.2010 - 01.2012
- Delivered exceptional customer service to passengers throughout flights.
- Ensured safety and comfort of customers onboard aircraft.
- Facilitated efficient boarding procedures to enhance passenger flow.
- Conducted safety demonstrations and ensured compliance with regulations.
- Relayed updates and information to passengers after confirming details with pilot and inflight manager.
- Controlled entertainment for passengers through onboard video and audio systems.
- Assisted with carry-on baggage stowage and delivered onboard announcements.
- Attended workshops on guest service conflict resolution tactics and safety procedures.
Guest Service Agent
Kingfisher Airlines
01.2008 - 01.2010
- Provided passenger assistance at ticket counter and gate by issuing tickets, checking baggage, and assigning seats.
- Resolved customer inquiries and complaints by analyzing situations and optimizing resource allocation.
- Verified identification and travel documents to ensure on-time boarding for all passengers.
- Operated specialized weighing and screening equipment for passenger luggage processing.
- Coordinated with ramp agents to store, remove, and transport customer baggage effectively.
- Utilized airline computer system to generate tickets and boarding passes promptly.
- Informed clients of essential travel details including times, connections, medical, and visa requirements.
- Engaged with guests using active listening skills to deliver exceptional service.
Education
Master's - Tourism & Travel Management
Bachelor of Arts -
Skills
- Customer service
- Escalation management
- Issue resolution
- Conflict resolution
- Support for vulnerable customers
- Case responses
- Financial assistance
- Regulatory Compliance
- CRM systems
- Data analysis
- Problem solving
- Program administration
Languages
- English
- Punjabi
- Hindi
Core Capabilities
- Complaints & Escalation Management
- Hardship Program Administration
- Payment Plans & Financial Assistance
- Written Case Responses
- Regulatory Compliance
- Case Management Systems (CRM)
- Vulnerable Customer Support
- Investigations & Issue Resolution
Timeline
Customer Resolutions Consultant
AGL Energy Ltd.
10.2022 - Current
International Flight Attendant
Etihad Airways
01.2014 - 01.2022
Flight Manager
IndiGo Airlines
01.2012 - 01.2014
Flight Attendant
Kingfisher Airlines
01.2010 - 01.2012
Guest Service Agent
Kingfisher Airlines
01.2008 - 01.2010