Quote
Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
Manager
Cherian Panavila John

Cherian Panavila John

Customer Excellence Leader
Flat Bush,Auckland

Quote

Price is what you pay. Value is what you get.
Warren Buffett

Summary

Accomplished Business Development and Client Relationship Leader with a proven record of success across aviation and financial services sectors. Skilled in driving operational excellence, sales growth, and strategic partnerships through a customer-centric approach. A persuasive communicator and trusted advisor known for cultivating long-term relationships with high-value clients and corporate stakeholders. Recognized for delivering commercially smart solutions, fostering team collaboration, and maintaining premium service standards in dynamic, fast-paced environments.

Overview

19
19
years of professional experience

Work History

Premium Host

Qantas Airways/Oacis Pvt. Ltd.
Auckland Airport, Auckland
08.2024 - Current

• 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.

Customer Service Agent

Qantas Airways/Oacis Pvt. Ltd.
Auckland Airport, Auckland
06.2024 - Current

• 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.

Customer Service Adviser (Risk&Investments)

Maurice Trapp Group
Auckland, Auckland
05.2024 - Current

• 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.

Customer Service Team Member

Lagadere Travel Retail
Auckland Airport, Auckland
12.2023 - 05.2024

• 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.

Head of Business-IFAs(Life, Health & Investment)

Continental Insurance Brokers LLC
Abu Dhabi, UAE
11.2018 - 04.2023
  • 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.

Group Team Manager (Financial Advisor)

Continental Insurance Brokers LLC
Sharjah, UAE
11.2013 - 09.2018
  • 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.

Senior Financial Advisor

Nexus Insurance Brokers LLC
Abu Dhabi, UAE
11.2006 - 11.2013
  • 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.

Education

MBA - Marketing

Indra Gandhi National Open University
New Delhi, India

NZ Certificate in Business (First Line Management) (Level 4) - NZ Certificate in Business (First Line Management) (Level 4)

New Zealand Management Academy (NZMA)
Auckland
10.2023 - 08.2024

NZ Certificate in Financial Services (Level 5) (Insurance & Investments) - NZ Certificate in Financial Services (Level 5) - Insurance & Investments

Strategie Institute & Open Polytechnic of NZ
Auckland
10.2023 - 05.2024

NZ Level 2 - First Aid Training - First Aid Training

St John Hato
Auckland
09.2025 - 09.2025

Becoming Head of Sales

Linkedin

Financial Advisors International Qualification (FAIQ-UK)

Chartered Insurance Institute
London, UK

Building High Performance Teams

LinkedIn Course

Business Development - Strategic Planning

Linkedin

Instructional Design Essentials - Model of ID

Linkedin

Skills

  • Team management
  • Business Acumen
  • Relationship Management
  • Verbal and Written Communication
  • Active listening and persuasive skills
  • Time Management
  • Negotiation Tactics
  • Problem-Solving
  • Analytical and Critical Thinking
  • Procurement
  • Consultative Selling Skills
  • Resilience
  • Multitasking and Prioritization
  • Mentoring & Leadership Support
  • Performance Evaluations
  • Microsoft Office
  • New Business Development
  • Team building expertise
  • Effective negotiator
  • Excellent listening skills
  • Operations
  • Goals and performance
  • Territory Management
  • Sales expertise
  • Sales pipeline management
  • Revenue and profit maximization
  • Relationship building and rapport

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

NZ Level 2 - First Aid Training - First Aid Training

St John Hato
09.2025 - 09.2025

Premium Host

Qantas Airways/Oacis Pvt. Ltd.
08.2024 - Current

Customer Service Agent

Qantas Airways/Oacis Pvt. Ltd.
06.2024 - Current

Customer Service Adviser (Risk&Investments)

Maurice Trapp Group
05.2024 - Current

Customer Service Team Member

Lagadere Travel Retail
12.2023 - 05.2024

NZ Certificate in Business (First Line Management) (Level 4) - NZ Certificate in Business (First Line Management) (Level 4)

New Zealand Management Academy (NZMA)
10.2023 - 08.2024

NZ Certificate in Financial Services (Level 5) (Insurance & Investments) - NZ Certificate in Financial Services (Level 5) - Insurance & Investments

Strategie Institute & Open Polytechnic of NZ
10.2023 - 05.2024

Head of Business-IFAs(Life, Health & Investment)

Continental Insurance Brokers LLC
11.2018 - 04.2023

Group Team Manager (Financial Advisor)

Continental Insurance Brokers LLC
11.2013 - 09.2018

Senior Financial Advisor

Nexus Insurance Brokers LLC
11.2006 - 11.2013

MBA - Marketing

Indra Gandhi National Open University

Becoming Head of Sales

Linkedin

Financial Advisors International Qualification (FAIQ-UK)

Chartered Insurance Institute

Building High Performance Teams

LinkedIn Course

Business Development - Strategic Planning

Linkedin

Instructional Design Essentials - Model of ID

Linkedin
Cherian Panavila JohnCustomer Excellence Leader