Playing indoor and outdoor games
Ajit Singh Tanwar
Customer Experience
Delhi
Summary
Forward-thinking Operations Specialist bringing more than 4 years of expertise in customer experience for travel sector. Proficient in handling escalation and customer satisfaction skills . Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Sr. Associate
Air India (I Energizer)
03.2024 - Current
- Addressed complex customer inquiries regarding reissuance and cancellation of flight tickets, providing clear guidance on airline policies, applicable fees, and available alternatives.
- Managed medical waiver requests by verifying documentation and liaising with customers to ensure appropriate resolution based on medical conditions, ensuring compliance with company policies and empathy in communication.
- Resolved Air India Loyalty Programme concerns by investigating membership issues, points accumulation, and redemption, offering solutions to enhance customer satisfaction, and maintaining a high level of customer loyalty.
- Utilized Amadeus Global Distribution System to review, modify, and reissue bookings, ensuring timely and accurate ticket adjustments, cancellations, and customer requests.
- Provided personalized support for complex cases, offering alternative solutions and demonstrating thorough knowledge of fare rules, medical waivers, and loyalty programs, ensuring a seamless experience for passengers.
- Maintained effective communication through email, following up with customers and ensuring all concerns were resolved promptly, fostering positive customer relationships and trust.
SME Team Leader
Easemytrip
08.2021 - 02.2024
- Handling complaints about flights, hotels, trains, cabs, and other services via all social media channels
- Prepared detailed reports to track customer service metrics and identify areas of improvement.
- Ensured adherence to company policies and procedures, providing regular training sessions for ongoing compliance awareness among team members.
- Resolved conflicts between team members through effective mediation techniques, maintaining a harmonious work environment.
- Promoted dedicated customer service and support by promptly resolving customer complaints.
- Enhanced customer satisfaction by effectively addressing and resolving escalated issues.
- Implemented creative incentives for team members that fostered healthy competition and drove performance improvements, resulting in increased customer satisfaction rates.
Sr. Executive | Customer Service
Make My Trip
12.2017 - 04.2021
- Developed strong customer relations by providing timely and accurate information and solutions to customer inquiries
- Maintained a high level of customer service standards and provided an exceptional customer experience.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Promoted dedicated customer service and support by promptly resolving customer complaints.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
Customer Relationship Officer
Bharti Airtel LTD
03.2016 - 10.2017
- Developed and implemented a customer loyalty program to increase customer satisfaction and retention rates
- Maintained a high level of customer service standards and provided an exceptional customer experience.
Education
Bachelor of Commerce - undefined
Dyal Singh College - DU
Skills
Complaint Handling
Interests
Timeline
Sr. Associate
Air India (I Energizer)
03.2024 - Current
SME Team Leader
Easemytrip
08.2021 - 02.2024
Sr. Executive | Customer Service
Make My Trip
12.2017 - 04.2021
Customer Relationship Officer
Bharti Airtel LTD
03.2016 - 10.2017
Bachelor of Commerce - undefined
Dyal Singh College - DU
Languages
Hindi
Proficient
English
Advanced
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