ADYA PATHAK
FARIDABAD
Summary
A Customer Service Advisor with experience across the airline, hospitality, and education sectors. Currently handling customer support for British Airways, assisting with reservations, ticket changes, refunds, travel policies, and a wide range of customer queries, while ensuring compliance with airline procedures and service standards. Focused on delivering accurate solutions while balancing customer expectations with company policies. My earlier roles in hospitality and education strengthened my communication, interpersonal, and problem-solving skills, helping me adapt to different situations and build trust. I'm now looking to bring these skills to a customer-focused airline environment and continue growing professionally.
Overview
3
3
Languages
3
3
years of professional experience
Work History
SERVICE ADVISOR
CALL BA
12.2023 - Current
- Assisted customers with bookings, achieving first call resolutions to enhance customer satisfaction.
- Resolving issues related to flight tickets like processing payments.
- Represented British Airways by delivering empathetic customer service and providing tailored policy advice.
- Responded to inquiries regarding British Airways Club membership and benefits.
- Handling voluntary and involuntary changes on flight bookings.
- Maintaining behavioral hygiene and daily statistics.
INDUSTRIAL TRAINEE
ROSEATE HOUSE
NEW DELHI
- Worked in all four major departments of hotel operation with, FRONT OFFICE, HOUSEKEEPING, FOOD PRODUCTION, FOOD AND BEVERAGE SERVICE, for one month each.
- Completed training focusing on room divisions and human resources over the last two months.
- Acquired knowledge of tasks and functions associated with the role of an associate.
- Attending training class every week for better understanding of the topics and the relation to the departments.
EXECUTIVE TRAINEE
ROSEATE HOUSE
NEW DELHI
- Review arrival lists to welcome the guests.
- Maintained records of repeat guests and special occasions to enhance personalized service.
- Provide personalized services to the guest celebrating birthday or any other occasion, e.g., A cake, bubble bath and a flower bouquet.
- Provide information about the hotel, amenities, the services that are provided.
- Address guest complaints and escalate to the guest relations manager or handle it if possible.
- Keeping a record of repeat guests and special occasions.
- Offer assistance with certain tasks, e.g. booking flights, reserving a table in a restaurant.
- Recorded all guest complaints in the log book for tracking. in the log book provided.
EDUCATION COUNSELOR
SHARDA UNIVERSITY (FUTURETECH)
- Managed admissions process efficiently
- Reviewing the queries of students
- Facilitated seamless admissions experience for applicants
- Guided aspiring students at education fairs on career choices and opportunities
Education
ADVANCED DIPLOMA - Front Office, Accommodation Operation
INTERNATIONAL INSTITUTE OF HOTEL MANAGEMENT
DELHIINTERMEDIATE - Commerce
APEEJAY SCHOOL
FARIDABADSECONDARY -
APEEJAY SCHOOL
FARIDABADSkills
- Customer service
- Issue resolution
- Policy advice
- Relationship building
- Personalized service
- Complaint management
- Communication skills
- Product knowledge
- Listening skills
Hobbies and Interests
- Dancing
- Singing
- Nail Art
Languages
- Hindi
- English
- Bengali
Achievements Awards
- Won first prize in INTER HOUSE VOCAL MUSIC, consecutively for 10 years at school.
- Headed the Cultural department at the school for 2 years.
- Certified with the MOST POPULAR LEADER award in the APEEJAY YOUTH LEADERSHIP CAMP.
- Awarded with the shield of STAR OF APEEJAY IN ENTERTAINMENT.
- Headed the Cultural team in college for 3 years.
- Won various prizes in dance and vocal music competitions held at IIHM DELHI.
Languages
Hindi
First Language
English
Proficient
C2
Bengali
Beginner
A1
Timeline
SERVICE ADVISOR
CALL BA
12.2023 - Current
EDUCATION COUNSELOR
SHARDA UNIVERSITY (FUTURETECH)
EXECUTIVE TRAINEE
ROSEATE HOUSE
INDUSTRIAL TRAINEE
ROSEATE HOUSE
ADVANCED DIPLOMA - Front Office, Accommodation Operation
INTERNATIONAL INSTITUTE OF HOTEL MANAGEMENT
INTERMEDIATE - Commerce
APEEJAY SCHOOL
SECONDARY -
APEEJAY SCHOOL