ANKUR SINGH
Gurugram
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
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.
Overview
3
3
years of professional experience
Work History
Customer Service Executive
British Airways
10.2022 - 11.2025
- Provided end-to-end ownership throughout the customer journey by managing customer expectations and identifying timely solutions.
- Addressed customer inquiries related to bookings, schedule changes, loyalty programs, and refunds, ensuring customer satisfaction.
- Collaborated with multiple departments to resolve intricate travel issues, upholding airline SOPs.
- Delivered prompt and precise support to customers worldwide, ensuring top-tier service standards.
- Utilized chat support to manage a high volume of daily customer interactions.
- Achievements:
- Maintained a 98% quality score while handling 40+ customer interactions daily.
- Improved first call resolution by developing troubleshooting guides for booking amendments.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Business Administration - BBA
GCRG Group of Institutions, Lucknow University
01.2016
Intermediate - N.I.O.S
NIOS BOARD, Springdale college
01.2012
High School - C.B.S.E
St Joseph sec. school, Purarnpur
01.2010
Skills
- Customer relationship management
- Customer service expertise
- Payment processing support
- Skilled in MS Office tools
- Quality assurance
- Procedure adherence
- Live chat assistance
- Effective issue resolution skills
- Customer support ticket handling
- Detail-oriented data management
LANGUAGES
English
Hindi
HOBBIES
Cricket, Travel, Reading, Team sports
SKILLS
- Core Competencies: Customer Query Resolution, Service Excellence, Process Improvement, Team Mentoring, Cross-Departmental Coordination
- Soft Skills: Empathy, Communication, Problem-solving, Teamwork, Adaptability
Timeline
Customer Service Executive
British Airways
10.2022 - 11.2025
Intermediate - N.I.O.S
NIOS BOARD, Springdale college
High School - C.B.S.E
St Joseph sec. school, Purarnpur
Bachelor of Business Administration - BBA
GCRG Group of Institutions, Lucknow University