Akash Deep
Customer Service Agent Reservation
Summary
Experienced travel consultant with strong communication and problem-solving skills. Achieves high productivity and quality standards in fast-paced settings. Proven ability to build lasting customer relationships.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Customer Service Agent
Qatar Airways
07.2023 - Current
- Efficiently handled reservation inquiries, bookings, and changes for dome flights.
- Demonstrated strong knowledge of airline policies, fare structures, and travel regulations.
- Processing Customer reservation by confirming details with customer via phone or computer.
- Processing refunds for delayed or cancelled flight by communicating with travel agencies or airlines to obtain authorized for refunds.
- Collaborated with other departments to coordinate special requests and accommodations for passengers.
- Proficiently use GDS systems (e.g., Amadeus) to manage flight reservations, check availability, and process bookings.
- Handle customer inquiries and provide accurate information on flight schedules, fares, and policies.
- Responsible for making coordination and cooperation with internal departments.
- Processing claims for lost or damaged luggage by gathering information about the damage or loss from passengers.
- Process and confirm reservations, ensuring adherence to airline regulations and policies.
- Stay updated on industry trends, fare structures, and GDS system updates to provide the latest information to customers.
Airport Operating Customer Service Executive
IndiGo
12.2016 - 10.2022
- Increase travel sales through targeted & upselling technique.
- Escorted passenger to flights, assisting seniors, disabled individuals and minors to correct gates.
- Maintained prescribed sanitation and social distancing measures to promote customer and employee safety.
- Processing Customer reservation by confirming details with customer via phone or computer.
- Processing refunds for delayed or cancelled flight by communicating with travel agencies or airlines to obtain authorized for refunds.
- Providing information about airport facilities, such as location of gates, luggage trolley.
- Acting as an ambassador for the airline by greeting passengers with a smile and offering assistance till aircraft.
- Selling tickets at check in counter or airport kiosks by processing credit card payments or accepting cash payments from customers.
- Handled both cash based credit card transaction.
- Responsible for make the briefings and debriefings with internal customers.
- Responsible for making coordination and cooperation with internal departments.
- Escalated issues with security and inappropriate behavior to designated teams, Marinating airports and airline security and safety protocols.
- Tracked flight delays, announcing related impact to customers waiting at airport gates.
- Examined passenger documentation to determine destinations and assigned boarding passes.
- Informed passenger of essential travel information, including travel times, visa requirements and transportation connections and visa requirements.
- Traced lost, misdirected or delayed baggage to help customer locate their items.
- Used the public address systems to announce arrival and departure information.
- Advised on required travel documents, insurance regulations for different worldwide destinations.
- Managed traveler safety with well implemented guidelines for destinations, travel methods and location based protections.
Guest Service Associate
Four Points by Sheraton
10.2015 - 11.2016
- Greeted residents and guest cordially when entering property.
- Responsible for training and motivating front office staff to deliver maximum guest satisfaction.
- Communicated clearly too successfully manage guest expectations and promote brand loyalty.
- Ensures guest ledgers are correctly maintained and payment received as per billing instructions.
- Prepared and adjusted bills to reflect required service charges.
- Responsible for adherence to all statutory requirements such as C-Forms, arrival and departure reports.
- Registered guest upon arrival to hotel and set up guest accounts at departure.
- Organized laundry bills, taxi bills, and room service to meet guest needs.
- Reserved dinners and booked games and spa treatments.
- Maintained luxury environment by exceeding guest expectations for quality and services.
- Ensures guest privacy, safety and security at all times within hotel premises.
- Coordinated prompt and secure delivery of guest luggage, mail and packages.
- Opened additional lanes to accommodate business and guest traffic.
Front Desk Associate
Radisson Blu
04.2014 - 09.2015
- Offered guest information about amenities and local attraction to improve experiences.
- Handle cash, charge and account payments to settle guest bills.
- Uphold security procedures to safe guard confidential data and monitor property access.
- Ran daily financial and operation reports to identify deficient areas.
- Facilitated check-in and check-out process during high volume periods to convenience for guests.
- Engaged guest in conversation to share information about product, services and promotions.
Education
B.SC - Hospitality & Hotel Administration
INSTITUTE OF HOTEL MANAGEMENT CATERING TECHNOLOGY & APPLIED NUTRITION
04.2011 - 03.2014
Certification in Tourism - undefined
IGNOU
Skills
Proficient in complaint resolution
Effective listening
Customer reservation coordination
Upselling expertise
Travel sales expertise
GDS Amadeus proficiency
Professional phone communication
Payment card industry compliance
Customer engagement
Knowledge of airline policies
Customer support for passengers
Websites
Extra-Curricular Activities
Cooking Traveling Making Videos Listening to Music Watching Movies
Timeline
Customer Service Agent
Qatar Airways
07.2023 - Current
Airport Operating Customer Service Executive
IndiGo
12.2016 - 10.2022
Guest Service Associate
Four Points by Sheraton
10.2015 - 11.2016
Front Desk Associate
Radisson Blu
04.2014 - 09.2015
B.SC - Hospitality & Hotel Administration
INSTITUTE OF HOTEL MANAGEMENT CATERING TECHNOLOGY & APPLIED NUTRITION
04.2011 - 03.2014
Certification in Tourism - undefined
IGNOU
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