Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Sahil Arora

Ghaziabad

Summary

Client-focused professional with 3+ years of experience in customer relationship management, client servicing, and operations support. Skilled in handling escalations, managing end-to-end client interactions, and ensuring service excellence. Adept at building strong client relationships, driving process improvements, and coordinating with cross-functional teams to deliver timely resolutions.

Overview

4
4
years of professional experience

Work History

Sr. Associate Expert - Client Servicing

Aionos
01.2025 - Current
  • Company Overview: IndiGo Airlines Process
  • Acted as the primary point of contact for clients/customers regarding baggage-related concerns (lost, damaged, or pilfered).
  • Handled escalations with empathy, provided clear updates on timelines, and ensured positive customer experience.
  • Coordinated directly with airports for real-time client updates and resolution tracking.
  • Managed compensation/voucher settlements while maintaining compliance with SOPs.
  • Guided team members in the absence of the Team Leader, ensuring seamless client servicing.
  • IndiGo Airlines Process

Process Expert - Client Process Services

Provana India Pvt. Ltd.
02.2023 - 11.2024
  • Partnered with clients to analyze processes and deliver tailored service solutions.
  • Assisted in designing and implementing client-centric services aligned with business goals.
  • Coordinated across departments to meet client requirements and project deadlines.
  • Delivered training and guidance to ensure consistent client servicing standards.

Customer Care Representative - Client Communication

Vivo India
06.2021 - 02.2023
  • Managed client interactions across multiple digital platforms (social media, email, and chat).
  • Served as Subject Matter Expert (SME) for escalations, ensuring customer concerns were resolved effectively.
  • Maintained service quality through accurate documentation and professional communication.
  • Contributed to team targets and improved overall client satisfaction ratings.

Education

Bachelor of Business Administration -

National Institute of Management Studies
01.2025

Skills

  • Client Servicing & Relationship Management
  • Escalation & Complaint Resolution
  • Customer Communication (Email, Chat, Calls)
  • Airline & Travel Process Handling
  • Team Guidance & Leadership Support
  • Process Analysis & Documentation
  • CRM & MS Office Tools
  • Real-time Stakeholder Coordination

Accomplishments

1) Certificate of Training Program Completion

2) Certificate of Outstanding Performance

Timeline

Sr. Associate Expert - Client Servicing

Aionos
01.2025 - Current

Process Expert - Client Process Services

Provana India Pvt. Ltd.
02.2023 - 11.2024

Customer Care Representative - Client Communication

Vivo India
06.2021 - 02.2023

Bachelor of Business Administration -

National Institute of Management Studies
Sahil Arora