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
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