Amadeus Altea Suite
Ankita Prakash
Senior Associate At British Airways Ltd.
New Delhi
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Skilled professional with an extensive background in customer service. Calm and poised in the most pressure-driven situations. Pursuing an Online Chat Specialist position where excellent response and writing skills will help improve a company's success.
Overview
8
8
years of professional experience
Work History
Senior Associate
British Airways Ltd.
05.2022 - Current
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
- Answered constant flow of customer chats with minimal wait times.
- Updated account information to maintain customer records.
Customer Care Representative
British Telecom
09.2018 - 11.2019
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Logged chat information and solutions provided into internal database.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Resolved concerns with products or services to help with retention and drive sales.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Email Support Representative
Teleperformance
01.2016 - 01.2018
- Communicated with clients and prospects using correct branding and terminology and confirmed clear customer comprehension.
- Deployed problem solving, analytics and intuitive skills and offered productive solutions that met customer needs.
- Created and maintained knowledge base of articles to enable informed service across support team.
- Overcame objections and negotiated payments and helped customers regain or retain current account status.
- Identified and implemented correct solutions to client issues first-time around within established time limits.
Education
Bachelor of Arts -
Delhi University
New Delhi 04.2001 -
Skills
Performance Monitoring
Work Estimates
Schedule Management
Account Updating
Follow-Up Skills
Email Etiquette
Complaint Handling
CRM Software
Software
Sabre Aircentre
Hobbies
Passionate scooter traveler exploring new horizons on two wheels.
Timeline
Senior Associate
British Airways Ltd.
05.2022 - Current
Customer Care Representative
British Telecom
09.2018 - 11.2019
Email Support Representative
Teleperformance
01.2016 - 01.2018
Bachelor of Arts -
Delhi University
04.2001 -