Akshay Kumar Gupta
Ahmedabad
Summary
Customer Service and Client Experience Professional with 5.5+ years of experience across international airline contact centre and airport operations environments. Experienced in managing high-volume client interactions, complex service requests, complaints and escalations with end-to-end ownership. Strong background in CRM-based record keeping, SOP/SLA compliance, stakeholder coordination, service recovery and delivering accurate, timely resolutions. Seeking to transition this client-service and operations expertise into a client management role within financial service.
Overview
1
1
Certification
6
6
years of professional experience
Work History
Customer Service Executive - Airline Contact Centre
Qatar Airways
Ahmadabad
07.2023 - Current
- Handled high-volume customer queries, complaints, and escalations through voice and digital channels to ensure satisfactory resolution.
- Resolve service requests with end-to-end ownership and timely follow-up.
- Coordinated with internal teams to deliver accurate and timely resolutions for customer inquiries.
- Maintained accurate CRM records and case documentation to support service quality and compliance.
- Processed bookings, changes, cancellations, and refunds according to company policies.
- Maintain SLA, quality and customer-service standards.
Airport Services Agent – International Airport Operations
American Airlines
New Delhi
01.2021 - 07.2023
- Resolved passenger queries, complaints and time-sensitive service issues to enhance customer satisfaction.
- Supported check-in, boarding, baggage and travel-document processes.
- Coordinated efforts among airline, airport and ground-handling teams to ensure smooth operations.
- Maintained accurate passenger records and adhered to airline SOPs to support compliance and operational integrity.
- Maintained accurate passenger records and followed airline SOPs.
Education
Bachelor of Commerce (B.Com) -
CHHATRAPATI SAHUJI MAHARAJ UNIVERSITY (CSJM) University
Kanpur12th Standard -
Gulmohar Public School
Kanpur10th Standard -
Gulmohar Public School
KanpurSkills
- Client Service & Experience
- Client Query Resolution
- Complaint and Escalation Management
- CRM & Case Documentation
- Stakeholder Coordination
- SLA & Quality Compliance
- Problem Solving
- Service Recovery
- Process & SOP Adherence
Certification
Check-in & Boarding Gate Training Certification, American Airlines
Awards Recognition
Appreciation for Excellence in Customer Service, Celebi Aviation
Timeline
Customer Service Executive - Airline Contact Centre
Qatar Airways
07.2023 - Current
Airport Services Agent – International Airport Operations
American Airlines
01.2021 - 07.2023
Bachelor of Commerce (B.Com) -
CHHATRAPATI SAHUJI MAHARAJ UNIVERSITY (CSJM) University
12th Standard -
Gulmohar Public School
10th Standard -
Gulmohar Public School