ABIYA AYAZ
Summary
Customer Service Representative bringing top-notch skills in oral & written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty, improve customer ratings, reduce complaints, and increase business. Solid team player with an outgoing, positive demeanor, proficient in customer service best practices. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support in line with the Emirates brand.
Overview
3
3
years of professional experience
Work History
Officer
InterGlobe Aviation Limited
02.2023 - Current
- In the role of Customer Service in Airport Operations & Customer Services
- Carried out safe & secure on time operations, assisted customers through all procedures related to arrivals & departures all wearing a smile.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promptly responded to inquiries and requests from prospective customers.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Programmer Analyst Trainee
Cognizant Technology Solutions India Pvt. Ltd
12.2021 - 03.2022
Paid Intern, Product Experience Analyst
High Radius Technologies
09.2021 - 12.2021
- In (Customer Value Team) in the role of Product Experience Analyst
Trainee
High Radius Technologies
05.2021 - 06.2021
- (Business-Consulting)
Education
B. Tech - ETC
Electronics Engineering KIIT
2022
12th -
Baldwin Academy
2018
10th -
Hill Top School
2016
Skills
- TECHNICAL SKILLS
- Languages (basic) : C, JAVA
- Operating Systems: Windows 10/11
- Packages: MS Office (Word, PowerPoint)
- Misc : Knowledge of internet handling, Computer Basics, well-paced typing speed & excellent written communication
- Analytical Skills: problem-solving, agile, strategy, decision making, critical thinking, mirror matching
- KEY SKILLS
- Good communication and interpersonal skills
- Flexibility and adaptability
- Good literacy and numeracy skills
- Caring and understanding
- Culturally intelligent
- Complaint Handling
- Empathy Display
- Teamwork and Collaboration
- Understanding Customer Needs
- Calm and Professional Under Pressure & in emergencies
- Problem Resolution
- Issue and Complaint Resolution
- Courteous and Professional
- Customer Focus
Accomplishments
- AOCS Star (twice) - April'24
- AOCS Rewards - 6E Service Championship : July’23
- 6E Claps (We couldn’t have done it without you!): June’23 - Achieved through effectively handling every allocation efficiently without any errors & complaints.
- Communication Award (during my IndiGO ACE Training Program) - Achieved the highest standard for effective communication & being articulate, eloquent & expressive
Affiliations
- Attended & completed Event on “Git, Azure with Python” organized by Microsoft Student Partners, May’20
HONORS & AWARDS
Certificate of participation in the Google Hash Code 2020 Online Qualification Round wherein secured 7901st position out of 1,12,000 & above participants from across the globe
FEW OF THE APPRECIATIONS RECEIVED FROM OUR VALUED CUSTOMERS
∙ “Forthcoming with all the queries and with a smile, prompt service was provided. It helps to get a good start for the day with the positive energy shown by her.”
∙ “She is empathetic and passionate about senior citizens. I am happy to receive the highest level of care and attention for passengers with special needs.”
∙ “A presentable lady with a pleasing personality who provided excellent reception, a kind approach, and thorough customer satisfaction.”
HOBBIES & INTERESTS
I like to travel & socialize
PERSONAL DETAILS
∙ Father’s Name : Md Ayaz Taiyab
∙ Mother’s Name : Shahla Ayaz
∙ Date of Birth : 11/07/2000
∙ Gender : Female
∙ Marital Status : Single
∙ Nationality : Indian
∙ Languages Known : English, Hindi
∙ Passport Number : V3122505 (valid till - 25/10/31)
∙ Permanent Address : Flat No - 303, Maha Saraswati Tower, Abhiyanta Nagar, Bailey Road, Danapur, Patna, Bihar - 801503, India
DECLARATION
I do hereby declare that the above information is true to the best of my knowledge.
Timeline
Officer
InterGlobe Aviation Limited
02.2023 - Current
Programmer Analyst Trainee
Cognizant Technology Solutions India Pvt. Ltd
12.2021 - 03.2022
Paid Intern, Product Experience Analyst
High Radius Technologies
09.2021 - 12.2021
Trainee
High Radius Technologies
05.2021 - 06.2021
B. Tech - ETC
Electronics Engineering KIIT
12th -
Baldwin Academy
10th -
Hill Top School
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