Abhishek Verma
Customer Service Executive
Delhi
Summary
Process Associate managing inbound travel calls, SLA adherence, and quality standards across customer support interactions. Resolves escalations with clear explanations, accurate guidance, and timely follow-ups, while handling voice process and CRM updates with precision. Supports bookings, cancellations, rescheduling, and refunds by turning process knowledge into faster issue resolution.
Overview
2
2
Languages
1
1
Certification
5
5
years of professional experience
Work History
Sr. Representative - Customer Service
Concentrix Daksh Services India Private LTD.
02.2024 - 06.2025
- Handled customer inquiries via voice and chat with professionalism and clarity.
- Resolved service-related issues by understanding customer needs and providing accurate information.
- Maintained high CSAT scores by ensuring polite, patient, and solution-oriented communication.
- Assisted escalated customers by offering clear explanations, guidance, and timely follow-ups.
- Documented customer interactions and updated system records accurately.
- Achievements/Tasks
Process Associate
IGT Solutions Pvt Ltd.
10.2021 - 01.2024
- Provided customer assistance for travel-related queries including bookings, cancellations, rescheduling, and refunds.
- Delivered support through calls while maintaining SLA and quality standards.
- Improved customer satisfaction through active listening and empathetic communication.
- Guided customers through technical and process-related steps to resolve issues quickly.
- Achievements/Tasks
Process Associate
IGT Solutions Pvt LTD
08.2025 - 11.2020
- Take inbound calls from Corporate Travels.
- Delivered support through calls while maintaining SLA and quality standards.
- Assisted escalated customers by offering clear explanations, guidance, and timely follow-ups.
- Resolved service-related issues by understanding customer needs and providing accurate information.
- Released by company due to Overhiring.
- Achievements/Tasks
Corporate Travel Consultant
Atain Private Limited
01.2026 - Current
- Assisted clients with travel itineraries by researching optimal transportation and accommodation options.
- Supported booking processes using travel management software to ensure accurate reservations.
- Coordinated communication between clients and service providers to address inquiries and resolve issues.
- Maintained up-to-date knowledge of industry trends and best practices for corporate travel management.
Education
Bachelor of Arts - Political Science
Himalayan Garhwal University
Uttrakhand09-2026
Skills
Voice process & call handling
Customer query resolution
Escalation handling
Active listening & empathy
Customer relationship management
SLA adherence
Quality assurance
Call coaching
Workforce scheduling
Performance reporting
Certification
Diploma in Air Travel and Management
Interests
Customer Interaction, Continuous Learning, Problem-Solving Activities, Community Support
Timeline
Corporate Travel Consultant
Atain Private Limited
01.2026 - Current
Process Associate
IGT Solutions Pvt LTD
08.2025 - 11.2020
Sr. Representative - Customer Service
Concentrix Daksh Services India Private LTD.
02.2024 - 06.2025
Process Associate
IGT Solutions Pvt Ltd.
10.2021 - 01.2024
Bachelor of Arts - Political Science
Himalayan Garhwal University