AAKANKSHA WASSON

A result-oriented professional with excellent communication (English & Spanish), client interaction and multi- tasking skills, offering 4+ years of experience in Outsourcing industry, hands-on experience in:

Customer Service | International Voice & Non-Voice Process Management (Spanish and English ) | Transaction Coordination | Queue & Workflow Processing | Meta , Pre & Airline calls |

Targeting assignment with an organization of high repute in Financial, BPO/KPO, e-commerce & Travel domain

Profile Snapshot

• Commerce Graduate from Delhi University, offering experience in successfully managing Spanish Process – Vegas at ienergizer, responsibilities include servicing end-to-end Spanish credit/debit card customers
• Efficient in confidently interacting with International customers, taking ownership and meeting KPIs w.r.t. Productivity, Quality, TAT Adherence, Process SLAs, CSAT & NPS and task assigned as per requirements
• Highly skilled International Travel Agent with 2 years of experience in selling Air Flight Tickets over the phone to international customers, primarily American clients in both Spanish and English Language
• Proficient in meta/pre bookings, airline Google campaign calls, and adept at handling change and new booking processes with airlines directly.
• Strong sales skills combined with deep knowledge of airline websites, enabling efficient completion of various tasks such as flight changes, new bookings, travel vouchers, and utilization of travel certifications and miles/points redemption.
• Committed to delivering exceptional customer service and achieving organizational goals through hard work and strategic approaches.
• Trained in Spanish Language from Cervantes Institute, New Delhi, also successfully conducted classroom trainings and taught Spanish to school students as part of freelancing assignments
• Excellence in Spanish translation, reading Spanish scripts & listening to audio/video material, understanding the context & converting it into second language while resolving/addressing all customer queries
• Action oriented, self-disciplined and organized with flexibility working in 24X7 environment, communicating clearly with both internal/external customers, abilities in learning fast and operating with minimal support

Core Competencies

~ Inbound/Outbound Customer Interaction

~ Credit/Debit Card Management

~ Client Management

~ Spanish Process (Voice & Non-Voice)

~ Transaction/Workflow Processing

~ Escalation Management

~ New Joiners Coaching/Mentoring

~ Fraud/Refunds/Account Openings

~ Call Quality Improvement