Ankit Kataria
Gurgaon
Summary
Customer Service Professional with expertise in managing complex inquiries, resolving issues, mentoring team members, and analyzing operational data. Proficient in GDS as Amadeus & Farelogix, consistently exceeding performance standards in customer satisfaction and operational efficiency.
Overview
3
3
years of professional experience
Work History
Process Associate
IGT Solutions
Gurgaon
09.2022 - Current
- Delivered exceptional customer service across phone, email, and chat channels, addressing inquiries on flight, hotel, car rental bookings, and other travel services.
- Managed customer queries related to flight schedule changes, modifications, and cancellations using GDS platforms, including Amadeus and Farelogix, ensuring accurate and timely handling of requests across multiple channels.
- Resolved customer inquiries and issues promptly, collaborating with vendors to ensure customer satisfaction and continuity of service.
- Maintained a high level of attention to detail while managing bookings, safeguarding sensitive traveler information, and adhering to travel policies.
- Mentored team members by assisting with any issues to prevent escalation, providing guidance to ensure resolutions met company standards.
- Provided feedback and coaching to team members on recurring issues, helping them avoid similar challenges in the future, and strengthening team performance.
Operations Analyst
First Advantage Global
Bengaluru
11.2021 - 05.2022
- Conducted comprehensive background checks, including employment, education, criminal records, and reference verification, for candidates, ensuring accuracy and legal compliance.
- Prepared and submitted detailed verification reports to clients, maintaining an on-time delivery record while adhering to industry standards and data privacy regulations.
- Stay updated on verification tools, data privacy laws, and compliance standards to ensure the integrity of the verification process.
Education
Bachelor of Commerce -
St Johns College
India10-2020
Higher Secondary Certificate -
Air Force School
India08-2016
Skills
- Customer Service Excellence
- Strong communication skills
- Critical Thinking and Decision Making
- Escalation Management
- Efficient problem resolution
- Analytical Problem Solving
- GDS proficiency (Amadeus and Farelogix)
- Microsoft Office proficiency
Timeline
Process Associate
IGT Solutions
09.2022 - Current
Operations Analyst
First Advantage Global
11.2021 - 05.2022
Bachelor of Commerce -
St Johns College
Higher Secondary Certificate -
Air Force School