shakila chen

SC

Open to opportunities

shakila chen

@shakilachen

Customer Support & Operations Coordinator with 17+ years resolving complaints and coordinating high-volume teams.

What I'm looking for

I’m looking for a fast-paced customer support and operations role where I can lead daily workflows, handle complex complaints, maintain accurate documentation, and support teams with clear communication and scheduling.

I’m a dedicated customer support and operations coordination professional with 17+ years of experience in fast-paced international environments. I bring a strong track record in complaint resolution, clear communication, documentation, and maintaining strong customer relationships through high-volume service.

In my recent roles, I’ve managed customer service operations, coordinated daily activities, and produced and maintained reports and operational documentation. I also support scheduling, inventory and record management, and team coordination—bringing calm problem-solving, multitasking, and an ability to adapt quickly to new environments.

Experience

Work history, roles, and key accomplishments

IN

Customer Service Operations Coordinator

IndiGo

Jul 2012 - Jul 2024 (12 years)

Managed high-volume customer service operations, including inquiries, complaints, and issue resolution. Coordinated daily activities, maintained reports and documentation, and supported scheduling and record/inventory management.

Customer Service Complaint Resolution Scheduling coordination Problem Solving Inventory Management Multitasking Time Management Reporting Operational Coordination Microsoft Office Excel

TA

Customer Service Executive

Thai Airways

Mar 2009 - May 2011 (2 years 2 months)

Assisted passengers with customer service and operational coordination, handling customer concerns and issue resolution.

Customer Service Passenger Support Operational Coordination Issue Resolution

SA

Customer Service Assistant

Singapore Airlines

Aug 2007 - Mar 2009 (1 year 7 months)

Assisted passengers during check-in and customer support activities, maintaining records and operational documentation.

Check In Support Customer Support Record keeping

GA

Administrative & Operations Supervisor

Gulf Air

Supervised operational and administrative activities, preparing reports and coordinating communication between teams.

Administrative Coordination Reporting Documentation

Education

Degrees, certifications, and relevant coursework

UM

University of Madras

Bachelor of Business Administration, Business Administration

2011 - 2012

Completed a Bachelor of Business Administration (BBA) at the University of Madras from May 2011 to April 2012.

IC

IATA, Chennai

Diploma in Air Ticketing, Fare Calculation & Computer Reservation, Air Ticketing & Fare Calculation

2009 - 2011

Completed a diploma in Air Ticketing, Fare Calculation & Computer Reservation at IATA in Chennai from March 2009 to May 2011.

Tech stack

Software and tools used professionally

Chi

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