Azhar Naik
Customer Service And Operations Specialist
Summary
Operations Specialist with 5+ years of experience in banking and travel industries. Proven track record in managing high-sensitivity cases while ensuring safety and quality service. Expertise in problem-solving and enhancing customer satisfaction through effective communication. Adaptable to fast-paced environments with a strong commitment to service excellence.
Skilled in developing client-centered strategies that enhance satisfaction and well-being. Committed to ongoing service quality improvement.
Skilled in crafting comprehensive documentation and executing risk-adjusted remediation strategies, consistently achieving first contact resolution rates above 90% while ensuring 100% compliance.
Exhibited outstanding capability to uphold customer satisfaction while surpassing 100% productivity and adhering to strict schedules, enhancing overall operational efficiency.
Overview
8
8
years of professional experience
Work History
Universal Banker
Barclays
06.2023 - 02.2026
- Informed customers about diverse banking products and services, enabling empowered financial decision-making aligned with personal goals.
- Addressed complex customer issues efficiently, collaborating with relevant departments for timely resolution of challenges faced during banking transactions.
- Established checking, savings, money market, and certificates of deposit accounts while ordering checks and debit cards, providing online banking details to streamline new transactions.
Resolutions Specialist R2
Airbnb Capability Center
01.2020 - 04.2021
- Managed escalated calls with composure and professionalism, ensuring even highly dissatisfied customers felt acknowledged and supported throughout the process.
- Investigated root causes of recurring issues to establish preventive measures, minimizing future complaints
- Drafted written opinions and decisions regarding cases.
- Analyzed legal documents and contracts to identify potential conflicts and disputes.
Senior Travel Consultant / Team Lead
ALTAHOOR TRAVELS
03.2018 - 07.2019
- Project: Ticketing / Holidays / Hajj and Umrah (inbound sales).
- Facilitated revenue growth by upselling additional services including insurance plans, airport transfers, and excursions during booking process.
- Managed high-profile accounts, ensuring flawless coordination of complex international itineraries for VIP clientele.
- Analyzed client needs and recommended optimal products and services aligning with preferences and budget.
Senior Travel Consultant
CRYSTAL TRAVELS
10.2017 - 03.2018
- Project: Holidays / Hajj and Umrah (inbound sales).
- Elevated client satisfaction through tailored travel recommendations and itinerary design.
- Supervised high-profile accounts, ensuring flawless coordination of complex international itineraries for VIP clientele.
- Implemented targeted marketing campaigns to broaden client base, resulting in Number% growth
Education
B.Tech IT - Information Technology
Chatrapati Shahuji Maharaj University (CSMU)
Kanpur Uttar Pradesh8 2015
Intermediate - Science
St. Josephs’s School
Baramulla, Jammu & Kashmir10 2010
Skills
Team collaboration tools
Proficient in Slack and Zoom
Microsoft Office proficiency
Customer support escalation
customer service experience
Zendesk support
In house Customer Relationship Management (CRM
Data analysis
Escalation Handling and Ticketing
Case review and quality checks
Global distribution softwares (GDS)
Ms Excel and office tools
Interests
Enjoy Travelling, Exploring Historic Places and Cultural Diversity, Interacting with people from different cultures and tribes and socializing, Singing, Gathering Knowledge about Advancements in technology and history
Declaration:
I hereby declare that the information furnished above is true and correct to the best of my knowledge. Looking for professionalism and keen to broaden my knowledge with various horizons. Thanking you in anticipation.
Timeline
Universal Banker
Barclays
06.2023 - 02.2026
Resolutions Specialist R2
Airbnb Capability Center
01.2020 - 04.2021
Senior Travel Consultant / Team Lead
ALTAHOOR TRAVELS
03.2018 - 07.2019
Senior Travel Consultant
CRYSTAL TRAVELS
10.2017 - 03.2018
Intermediate - Science
St. Josephs’s School
B.Tech IT - Information Technology
Chatrapati Shahuji Maharaj University (CSMU)