Google Adwords
Afnan Javed
Customer support Representative
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
Work History
Traveler Service Associate, Escalations
Expedia Group
02.2023 - Current
- Coordinated with internal departments to ensure seamless support for clients'' needs across various channels.
- Identified opportunities for upselling products and services to meet sales goals consistently.
- Implemented effective problem-solving techniques for efficient resolution of customer concerns.
- Handled high-volume calls, effectively addressing customer needs while maintaining professionalism.
- Maintained accurate records of customer interactions, ensuring consistency in service delivery.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Support Executive
British Airways
01.2022 - 03.2023
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Worked flexible hours across night, weekend and holiday shifts.
- Learned and adapted quickly to new technology and software applications
Sales Associate
Personiv
06.2021 - 01.2022
- Streamlined processes within the store''s operations by organizing merchandise layouts for easy access.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Conducted regular competitor analysis to stay informed about market trends, adjusting pricing strategies accordingly for optimal results.
Google Ads Manager
WNS Global Services
10.2019 - 03.2021
- Developed keyword targeting strategies for search ads that drove increased traffic and conversions on client websites.
- Maximized conversion rate optimization by implementing landing page best practices to improve user experience.
- Delivered consistent positive results by creating custom-tailored Google Ads solutions for each unique client need or challenge faced.
- Collaborated effectively within a team environment where ideas were exchanged openly, resulting in stronger overall campaign development.
Education
High School Diploma -
Bal Bhavan Public School
New Delhi, India 04.2001 -
Skills
Analytical and Critical Thinking
Complaint Handling
Technical Support
Customer service excellence
Patience and Tolerance
Documentation And Reporting
Software
Sabre
Amadeus
Salesforce
Timeline
Traveler Service Associate, Escalations
Expedia Group
02.2023 - Current
Customer Support Executive
British Airways
01.2022 - 03.2023
Sales Associate
Personiv
06.2021 - 01.2022
Google Ads Manager
WNS Global Services
10.2019 - 03.2021
High School Diploma -
Bal Bhavan Public School
04.2001 -