SHANEEL KUMAR
Brisbane,QLD
Summary
To help create a value and care-filled service environment for all employees through Employee Motivation, Training and Development, Employee Empowerment, Coordination, and most importantly Diversity.
Overview
6
6
years of professional experience
Work History
Premier Service Associate
Fiji Airways
08.2022 - 09.2023
- Provided exceptional customer service to Tabua Club members on various occasions, ensuring a high standard of personalized service both behind the scenes and in person.
- Performed check-in duties such as meeting and greeting passengers, checking IDs and bookings, issuing boarding tickets, asking security questions, checking and tagging baggage, and providing personalized escort of customers through terminal facilities to Tabua Lounge, international, and domestic transfers.
- Influenced communication with airport authorities and stakeholders, addressed customer needs for travel arrangements and special requests, and mitigated service challenges.
- Answered phone calls, responded to questions, and addressed concerns.
- Delivered business class lounge concierge support for phone or in-person inquiries to drive customer satisfaction.
Customer Service Assistant
Fiji Airways
08.2019 - 08.2022
- Provided exceptional customer service by promptly assisting passengers on all international and regional flights, both arriving and departing.
- Minded and oversaw the check-in counters, ensuring that the standard of service was met and performed by the ground handlers, as well as delivering pleasant check-in experiences.
- Answered incoming calls, checking, and returning voicemails to obtain records.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Participated in training and other learning opportunities to expand knowledge of company and position.
- Represented as the face of the airline both 'behind the scenes' and 'face to face'.
Front Desk Attendant/ Reservation Agent
Hexagon International Villas and Spa
02.2019 - 07.2019
- Awarded a certificate of recognition as the staff of the month in June 2019.
- Posted room charges for food, liquor, and telephone calls based on individual customer actions.
- Facilitated successful front desk operations for high-volume hotels.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Arranged special accommodations for guests to enhance visitor experiences.
- Greeted guests warmly and made them feel welcome.
- Answered inquiries from customers regarding hotel services, facilities, and available amenities.
- Managed front desk and assisted guests with check-in and check-out procedures, including providing information about rooms, rates, and amenities.
- Managed communication between guests and staff to ensure quality customer service.
- Performed administrative tasks such as filing paperwork or data entry into computer systems.
- Handled complaints professionally and courteously while remaining calm under pressure.
Customer Service Assistant
Fiji Airways
04.2017 - 09.2018
- Seven months based at the Tabua Lounge and two months based at the Fiji-Airways Premier Lounge as a Front of House staff (Check-in Agent/ Receptionist)
- Worked/conducted practical with Tanoa Skylodge Hotel in the Housekeeping Department.
- Provided product knowledge to customers through effective communication.
- Maintained a clean and organized work area at all times.
- Answered incoming calls within specified time frames, directing them to appropriate departments or personnel as needed.
- Performed administrative tasks such as filing documents, entering data into computer systems.
- Greeted customers in a friendly manner and assisted with their inquiries.
Education
Diploma of Business & Diploma of Leadership Management -
TAFE Queensland
Brisbane, QLD12.2024
Trade Diploma in Hospitality and Hotel Management -
Fiji National University
Fiji01.2018
Skills
- Good team player
- Ability to work under minimum supervision
- Ability to manage and supervise groups
- Ability to speak in public
- Ability to manage time well
- Willingness to help others in the task
- Good problem-solving skills
- Ability to work under pressure
- Computer literate in Microsoft Windows Applications
- Customer Service
- Resilient
- Adaptability
- Attention to detail
- Good listener
- Listening Skills
- Customer Relationship Management
- Conflict Resolution
- Attention to Detail
- Handling Customer Complaints
- Strong Work Ethics
- Multitasking and Organisation
- Team Collaboration
- Data Entry
- Customer service excellence
- Excellent Communication
Accomplishments
2014, Certificate of Participation, Fiji Council of Social Services 2014, Leadership Program.
Additional Information
- Effectively influenced and built dependable communication techniques with the airport authorities, and stakeholders with a focus on customer needs concerning their travel arrangements, and special requests for travel using discretion and tact maintaining integrity and mitigating customer service challenges.
- Stepped into admin duties and procurement for 6 months before moving to a Premier Service Associate role.
Hobbies & Interests
- Socializing and meeting new people
- Helping people in need and volunteering
- Listening to music and swimming
- Site-seeing and visiting new places.
Trainings Undertaken
- Neuro-Linguistic Programming
- Service Education
- Customer Management Training
Languages
English
Full Professional
Hindi
Native/ Bilingual
Fiji
Full Professional
Referees
- Owen Handyside, Senior Manager Global Airports, Fiji Airways, +6799906258, owen.handyside@fijiairways.com
- Bernadette Taylor, Acting Systems Manager, Fiji Airways, +679 9908175, bernadette.taylor@fijiairways.com
- Miriama Tuisue, Customer Services Manager, Fiji Airways, +679 8342279, miriama.tuisue@fijiairways.com
Timeline
Premier Service Associate
Fiji Airways
08.2022 - 09.2023
Customer Service Assistant
Fiji Airways
08.2019 - 08.2022
Front Desk Attendant/ Reservation Agent
Hexagon International Villas and Spa
02.2019 - 07.2019
Customer Service Assistant
Fiji Airways
04.2017 - 09.2018
Diploma of Business & Diploma of Leadership Management -
TAFE Queensland
Trade Diploma in Hospitality and Hotel Management -
Fiji National University
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