Google Adwords
Afnan Javed
New Delhi
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Retail sales professional versed in product placement and merchandising. Extensive experience in inventory management and shipment processing. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Talented Advertising Manager successful at leading creative teams to develop effective advertising campaigns. Forward-thinking, driven, and skilled director with excellent market sense.
Overview
5
5
years of professional experience
15
15
years of post-secondary education
2
2
Languages
Work History
Traveler Service Associate, Escalations
Expedia Group
02.2023 - Current
- Maintain strong relationships with hotel partners and monitor performance.
- Implemented effective problem-solving techniques for efficient resolution of customer concerns.
- Enhanced customer satisfaction by providing timely and efficient assistance in various service tasks.
- Maintained accurate records of customer interactions, ensuring consistency in service delivery.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided accurate answers and solutions to customer concerns, inquiries and complaints.
Customer Support Executive
British Airways
01.2022 - 03.2023
- Product Knowledge: Understand package details and inclusions.
- Knowledge of Policies: Be familiar with company policies and regulations.
- Upselling/Cross-Selling: Inform customers about promotions and additional services.
- Tailored Recommendations: Offer personalized recommendations based on customer preferences and budget.
- Reservation Handling: Manage flight and hotel reservations efficiently, including changes and cancellations.
Travel I
WNS Global Services
10.2019 - 03.2021
- Managed customer support services for Booking.com as a third-party provider.
- Manage special requests such as room upgrades, late check-ins, or specific room types.
- Coordinate with hotel staff to ensure client satisfaction.
- Offer insights on the best times to visit certain hotels.
- Inform clients about exclusive deals, discounts, and package offers.
Education
High School Diploma -
Bal Bhavan Public School
04.2001 - 04.2016
Skills
- Analytical Thinking
- Complaint Handling
- Technical Assistance
- High-Quality Client Support
- Quality Control
- Documentation Expertise
- Returns and refunds
Software
Sabre
Amadeus
Salesforce
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 11 staff members.
Timeline
Traveler Service Associate, Escalations
Expedia Group
02.2023 - Current
Customer Support Executive
British Airways
01.2022 - 03.2023
Travel I
WNS Global Services
10.2019 - 03.2021
High School Diploma -
Bal Bhavan Public School
04.2001 - 04.2016
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