Asfa Khan
New Delhi
Summary
Customer-focused aviation professional with proven experience as a Service Advisor at British Airways, dedicated to delivering exceptional passenger experiences while driving business growth. Skilled in reservations, ticketing, refunds, fare quotations, and loyalty program (Executive Club) support, with advanced training in GDS Pegasus systems. Consistently achieved top Customer Satisfaction (CSAT) scores and ensured First Contact Resolution (FCR), strengthening customer loyalty and retention. Recognized for generating the highest team revenue through effective up-selling and cross-selling, directly contributing to business profitability. Awarded for outstanding performance, with a track record of maintaining a 100% compliance and error-free record. Adaptable, empathetic, and results-driven, committed to supporting organizational goals by enhancing customer satisfaction, brand reputation, and revenue growth.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Service Advisor
British Airways
Noida
05.2024 - Current
- Delivered exceptional customer service by handling high volumes of inbound calls, resolving travel queries, and ensuring smooth passenger experiences.
- Assisted customers with new reservations, flight changes, ticket issuance/re-issuance, refunds, and fare quotations, always adhering to airline policies and compliance standards.
- Maintained full ownership of customer cases, providing timely follow-ups until complete resolution, which strengthened trust and improved passenger satisfaction.
- Consistently exceeded sales targets through effective selling, up-selling, and cross-selling, generating the highest team revenue and receiving awards for outstanding performance.
- Consistently achieved highest CSAT scores and maintained First Contact Resolution (FCR) by resolving passenger queries quickly and accurately.
- Provided dedicated support to Executive Club (Frequent Flyer Program) members, delivering personalized service and enhancing loyalty engagement.
- Earned excellent passenger feedback for empathetic problem-solving, proactive communication, and high-quality support.
- Maintained strict compliance with aviation and company standards, achieving a 100% error-free record with no budget or ticketing discrepancies.
Customer Service Representative
WIPRO
Noida
07.2023 - 05.2024
- Handled customer complaints and resolved issues efficiently and professionally.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
MBA (Online) - Human Resources Management
Symbiosis International University
Pune01-2026
Bachelor of Arts - English Language And Literature
Integral University
Lucknow01-2023
Skills
- Excellent communication skills (both written and verbal)
- Strong customer service and relationship management abilities
- Well trained in Amadeus GDS; proficient in Pegasus, Sabre
- Proven ability to achieve high CSAT and maintain First Contact Resolution (FCR)
- Sales expertise: selling, up-selling, and cross-selling airline products and services
- Conflict resolution and problem-solving under pressure
- Case management: ticket handling, follow-ups, and escalations
- Attention to detail with 100% compliance and zero error record
- Ability to manage high call volumes and work in fast-paced environments
- Team collaboration and cross-functional coordination
- Adaptability and flexibility in fast-paced, dynamic environments
Languages
Hindi
First Language
ENGLISH
Proficient (C2)
C2
Urdu
Proficient (C2)
C2
Arabic
Elementary (A2)
A2
Certification
- Certification in Human Resource Management – April 2024 to May 2024
- Certificate Course in Gender Studies – 2022
- International Olympiad of English Language (IOEL) – 2016–2017
- National School Computer Science Competition – 2013
Affiliations
- Participated in school and college debates, enhancing communication, persuasion, and quick-thinking abilities.
- Served as anchor/host for cultural and academic events, building confidence in public speaking and audience engagement.
- Volunteered in organizing and managing various events, gaining experience in teamwork, coordination, and handling responsibilities under pressure.
Timeline
Service Advisor
British Airways
05.2024 - Current
Customer Service Representative
WIPRO
07.2023 - 05.2024
MBA (Online) - Human Resources Management
Symbiosis International University
Bachelor of Arts - English Language And Literature
Integral University
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