Arshad Khan

• Handled customers inquiries regarding flight bookings, Cancellations, and rescheduling
• Resolved passenger complaints and provided timely solutions in line with company policies
• Assisted customers with baggage issues, refunds, and travel documentation
• Maintained high customer satisfaction by delivering polite and professional service
• Corrdinated with Internal departments to ensure smooth customer experience
• Managed high call volumes efficiently while maintaining accuracy

• Acted as a Subject Matter Expert ( SME ) for Customer care operations, Providing real time support and guidance to frontline agents
• Handled escalation calls for complex and high-priority customer issues, ensuring effective and satisfactory resolutions
• Specialized in codeshare LOB, managing interline bookings, partner airline coordination, and related customer concerns
• Authorized and processed waivers and refunds, ensuring compliance with airline policies and service standards
• Mentored and trained new hires and existing team members to improve performance, quality, and customer handling skills

Achievements :

• Promoted to SME/Mentor role based on performance
• Successfully handled high escalation volume with strong resolution rate
• Recognized for leadership, decesion making, or customer excellence