Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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Anthony Derek Cruz

Travel Associate
Delhi

Summary

Enthusiastic and results-oriented professional with 2 years of experience in travel and customer support. Proficient in Amadeus and experienced in handling complex service requests, managing high-volume backlogs, and issuing/reissuing tickets. Recognized for exceptional performance at British Airways and Expedia, with a strong track record of resolving customer issues and contributing to process improvements. Skilled in advising travel agents on policy updates and providing top-tier support to high-value customers. Demonstrates excellent communication, leadership, and problem-solving skills, with a commitment to enhancing team and organizational performance.

Overview

2
2
years of professional experience
3
3
years of post-secondary education

Work History

Travel Service Associate

Expedia Group
09.2023 - Current
  • Actively participated in team meetings, sharing valuable insights for process improvements and best practices adoption.
  • Implemented effective problem-solving techniques for efficient resolution of customer concerns.
  • Boosted productivity by offering skilled administrative assistance and client support.
  • Reviewed and implemented points from regulators and internal audits to improve control and customer service standards.
  • Ranked among the top performers based on monthly scores and received commendations for skills and knowledge in travel support.
  • Managed high-volume service requests and handled special projects.
  • Part of an elite team working with top customers (Gold/Premium) to resolve complex issues and provide exceptional travel experiences.
  • Selected as one of 30 out of 400 employees to join the special service request team, addressing a backlog of 10,000 special service requests and assisting the backend team in Seattle.

Service Advisor

British Airways
03.2022 - 08.2023
  • Assisted travel agents in resolving issues related to customer PNRs and updated them on problems.
  • Worked with GDS systems such as Amadeus and Pegasus.
  • Issued, reissued, and revalidated tickets.
  • Advised IATA-registered travel agents on new airline policies.
  • Contributed to process improvements and enhanced team performance.
  • Recognized for exceptional performance during tenure.
  • Enhanced customer satisfaction by providing timely and efficient assistance in various service tasks.
  • Provided accurate answers and solutions to customer concerns, inquiries and complaints.
  • Followed up with customers to offer additional support and check resolution satisfaction.
  • Handled customer issues with confidence, using complex problem solving to provide effective resolution.

Education

Bachelor of Commerce (Honors) - Commerce

Lingayas Lalita Devi Institute of Management And S
New Delhi, India
07.2018 - 08.2021

Commerce

St. Francis De Sales School
Janakpuri, New Delhi
04.2018

Skills

  • Technical Skills:Proficient in Amadeus, NDC, and Farelogix portalsBasic knowledge of Microsoft Excel

  • Soft Skills:Excellent written and verbal communicationLeadership and team engagementProblem-solving and creative thinkingGrowth-driven and process improvement-oriented

  • Other Skills:CommunicationContent WritingEnglish FluencySalesClient HandlingMicrosoft WordMicrosoft PowerPointCustomer service excellence

Client Relationship Building

Accomplishments

  • Recognized for exceptional performance at British Airways.
  • Ranked among top performers and received commendations at Expedia.
  • Selected as one of 30 out of 400 to handle special service requests and manage a backlog of 10,000 requests.

Languages

English
Advanced (C1)
Hindi
Upper intermediate (B2)

Timeline

Travel Service Associate

Expedia Group
09.2023 - Current

Service Advisor

British Airways
03.2022 - 08.2023

Bachelor of Commerce (Honors) - Commerce

Lingayas Lalita Devi Institute of Management And S
07.2018 - 08.2021

Commerce

St. Francis De Sales School

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Anthony Derek CruzTravel Associate