ANKITA GORAKSH PHADATARE

• Handled queries from travel agents and passengers about refunds and flight status via Salesforce, achieving timely and accurate resolutions that enhanced customer experience.
• Handled queries from travel agents and passengers regarding refunds and flight status via Salesforce, ensuring timely and accurate resolutions to enhance customer experience.
• Managed airline ticket transfers to BA platform, utilizing SharePoint for accessing and editing Excel sheets to ensure operational accuracy.
• Retrieve flight details, PNRs, and relevant data using Qik; monitor ticket sector and payment modes using Amadeus for seamless operations.
• Conducted Salesforce case testing and back-end analysis to validate new case paths and ensure data integrity, improving resolution outcomes.
• Collaborate with QA and IT to document test cases, record defects, and verify fixes before production.
• Trained new staff on operational procedures.

Key tools: SharePoint, Salesforce, Qik, Amadeus, Booking Browser.

• Streamlined onboarding process by 30% through cross-functional collaboration; provided tailored plans for 50+ clients.
• Developed dashboards and collaborated with clients and aggregators (Policy Bazar, GT.Y.Bcomirnar, Policy X) to streamline application process for improved client experience.
• Analyzed policy information using CRM, Swift, File Net, and LA; resolved client queries to enhance service delivery.

L2 IT support ; resolved incidents within SLAs; provided efficient troubleshooting.

• Administered SharePoint for project tracking and data management, optimizing process configurations to support team objectives.
• Prepared and executed UAT test cases, managed defect tracking, and validated fixes with stakeholders.
• Resolved application issues using BMC Remedy; collaborated with IT stakeholders to drive improvements.
• L2 IT support ; resolved incidents within SLAs; provided efficient troubleshooting.
• Resolved application issues using BMC Remedy, collaborating with IT stakeholders to implement improvements and streamline operations.

GuideOne Insurance project -05/2017 to 08/ 2019.

• Managed rating, renewal, and new policy creation in AQS and CLS systems, ensuring compliance and accuracy.
• Utilized IBM tools for policy validation and quality checks, maintaining premium accuracy and adherence to insurance standards.