Akshay Sharma
Delhi
Summary
Experienced Customer Support Specialist.
With 8 years of experience working for renowned airlines such as Air India and Vistara, I have honed my skills in customer handling through email, chat, and voice support. I excel in troubleshooting, raising bugs to clients, and addressing customer concerns with a proactive and solution-oriented approach.
My commitment to understanding customer needs and providing accurate shipping information reflects my dedication to delivering exceptional service. Known for staying upbeat and flexible, I effectively manage diverse customer requests and ensure a positive experience.
I am seeking an opportunity in an organization where I can leverage my expertise to contribute to its growth while advancing my professional development.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Associate
Air India Limited
11.2024 - Current
- Handling web to cases raised by customers regarding queries, request and feedback for their upcoming/past dated travel and general inquiries.
- Amadeus trained for processing refunds, making new booking, adding special services, issuing tickets ,reading PNR history for any flight disruptions.
- Handled grievance redressal cases raised to top management for end to end resolution.
- Worked upon cases of Loyalty programme of Air India "Maharaja Club" for frequent flyers, adding points to the members account, account modifications, merging accounts and escalations of Gold and platinum members.
Senior Executive- Customer Relations
Vistara (TATA SIA AIRLINES LTD)
12.2022 - Current
- Handled Vistara's official social media platforms and assisted customers and social personas.
- Worked on mails with Customer relations team and Club Vistara frequent flyer team as well to assist frequent flyers with their queries and requests.
- Highlighting concerns to call center team and ground staff, flight operations team wherever required and close the customer's concern on priority to avoid any further escalations.
- Settled claims with customer for final closure.
Customer Service Associate
Accenture Solutions Private Limited
02.2020 - Current
- Took live chats and worked on emails to provide assistance to the customers
- Worked on Google pay for business process on 3rd party payroll
- Highlighting concern real time to the client for stuck transactions with payment failures
- Highlighting bugs to the client if any specific bug is causing failures in transaction
- Preparing a flyer every month for the recognition of top performers of the month
- Maintaining team records for the mandatory and essential trainings needs to be done in time
CT-SPOA
FedEx Express
10.2016 - 01.2020
- Joined as a customer care representative, taking inbound calls and assisting customer with their shipment queries, later upskilled myself to certified CT-SPOA level 2 agent for providing technical assistance
- Provide Technical assistance to customers by installing/troubleshooting the software through Remote assistance, Guide the customers to Use FedEx tools, view invoices, create login id, generating labels etc
- Handling key accounts of specific account holders and maintaining their data in excel
Education
Bachelor of Arts - English And Political Science
Swami Vivekanand Subharti University
04-2016
12th - CBSE
Sanjeevani Public School
04-2012
10th - CBSE
Sanjeevani Public School
04.2010
Skills
- Amadeus Commands
- Salesforce CRM
- Troubleshooting experience
- Handling Escalations
- Maintaining key accounts of customers
- MS Office
- Self motivated and friendly
- Taking Ownership
- Dynamic- can work as an individual as well as team player
- Typing speed -50 WPM
Hobbies
- Playing playstation and pc games with friends.
- Travelling
- Music
Certification
- Certified CT-SPOA Level 2 agent
- Certificate for completing Google Adwords training
- MS Excel Certification
Accomplishments
- Received many appreciations from the customers for helping them and resolving their queries in time to maintain their trust and make their experience outstanding.
- Received appreciations from my managers for my work Ex. Go pro camera, speaker, trophy for best performance.
- Recognized as the top performer of the month.
Timeline
Senior Associate
Air India Limited
11.2024 - Current
Senior Executive- Customer Relations
Vistara (TATA SIA AIRLINES LTD)
12.2022 - Current
Customer Service Associate
Accenture Solutions Private Limited
02.2020 - Current
CT-SPOA
FedEx Express
10.2016 - 01.2020
10th - CBSE
Sanjeevani Public School
- Certified CT-SPOA Level 2 agent
- Certificate for completing Google Adwords training
- MS Excel Certification
Bachelor of Arts - English And Political Science
Swami Vivekanand Subharti University
12th - CBSE
Sanjeevani Public School
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