Cherian Panavila John

• Oversaw premium lounge and customer operations, ensuring a seamless five-star guest experience aligned with Qantas' service standards.
• Supported and coordinated VIP and high-value passenger journeys, reflecting professionalism and brand excellence.
• Cultivated strong relationships with elite Qantas members, enhancing satisfaction, loyalty, and repeat engagement.
• Led by example in daily operations, supporting team coordination, and fostering a culture of service excellence.
• Collaborated with airport and contact center teams to streamline premium passenger handling and resolve issues promptly.
• Anticipated guest needs across all touchpoints, creating memorable, and stress-free travel experiences.

• Delivered exceptional customer service, facilitating smooth passenger journeys.
• Assisted with check-in, boarding, and luggage processing according to airline policies.
• Assisted passengers at the kiosk for immediate check-in process.
• Resolved passenger concerns with professionalism while providing accurate travel information.
• Supported passengers with accessibility needs, adhering to brand and safety standards.
• Collaborated with airport teams to enhance operational efficiency and maintain service excellence.
• Demonstrated Qantas values and the Kiwi charm to delight customers.

• Built trusted client relationships through active listening, empathy, and cultural sensitivity.
• Supported customers with onboarding, portfolio reviews, claims, and inquiries across insurance and investments.
• Delivered clear, professional service to diverse communities while ensuring compliance standards were met.

• Delivered exceptional service to international travelers, assisting with purchases and resolving inquiries in a fast-paced airport environment.
• Accurately managed transactions, merchandising, and store presentation while supporting inventory control.
• Collaborated with team members to achieve sales targets and create a welcoming, customer-focused atmosphere.

• Planned, coordinated, organized and directed all agency operations.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Supervised company social media and marketing efforts to expand brand awareness and attract new customers.
• Delegated work to staff, setting priorities and goals.
• Monitored progress by establishing plans, budgets and measuring results.
• Serviced existing portfolios, assisting members with coverage questions and accurately processing policy endorsements.
• Received underwriting approvals after accurately completing applications for insurance coverage.
• Kept records for production, inventory, income and expenses.
• Interviewed, trained and supervised employees.
• Resolved issues quickly through meticulous research and quick decision-making.
• Kept up-to-date on regulatory changes affecting business operations.
• Mentored and trained new hires on sales techniques and customer service procedures.
• Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.

• Promoted business to increase customer base and grow revenue.
• Interviewed prospective employees and provided input to HR on hiring decisions.
• Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
• Assigned work and monitored performance of project personnel.
• Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
• Evaluated individual and team business performance and identified opportunities for improvement.
• Planned and led team meetings to review business results and communicate new and ongoing priorities.
• Provided extensive training and coaching to build strong, talented and client service-oriented financial team.
• Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
• Organized team activities to build camaraderie and foster pleasant workplace culture.
• Created and managed budgets for travel, training and team building activities.
• Devised business plan and identified target customers.
• Provided ethical, objective and holistic financial planning advice to clients.
• Analyzed wills, insurance policies and corporate contracts for potential financial risks and opportunities for improvement.

• Consulted with clients to assess and meet short- and long-term financial goal.
• Answered clients' questions regarding details of financial plans and strategies and explained data in easy-to-understand terms.
• Interviewed clients to determine income, expenses, financial objectives and risk tolerance in order to develop successful financial plans.
• Advised customers on advantages and disadvantages of different product decisions in alignment with individual needs.
• Developed and deepened relationships with new and existing clients to advance progress and improve business.
• Offered diversified set of solutions and full scope of investment products and services to meet clients' best interests.
• Provided ethical, objective and holistic financial planning advice to clients.
• Asked appropriate questions and conducted in-depth research to gain valuable and thorough understanding of every client's financial situation and future needs.
• Assisted clients with planning for and funding retirements using mutual funds and other strategies.
• Devised business plan and identified target customers.
• Grew assets under management through referrals and new business opportunities.
• Provided recommendations for education funding, estate planning and insurance gap analysis.