CHETAN Jalondhra
Gurgaon
Summary
Dynamic Customer Experience Specialist with expertise in GDS software and exceptional customer service skills. At OM Prime Technologies, excelled in resolving complex travel issues, enhancing customer satisfaction, and achieving sales targets. Proven ability to multitask and build strong client relationships, consistently delivering results in high-pressure environments.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work History
Customer Experience Specialist
OM Prime Technologies
Gurgaon
03.2025 - Current
- Assisting passengers with rebooking and cancellations in their existing reservations.
- Providing general assistance such as check-in, boarding passes, and name corrections in accordance with airline policies.
- Maintaining daily targets in terms of case handling (calls, emails) and MCO processing.
- Supporting customers who escalate issues under the price match policy.
- Handling complaints related to fare discrepancies where sales agents have overcharged compared to cheaper available fares.
- Demonstrated ability to multitask effectively in a high-pressure environment.
- Quick and efficient use of GDS tools such as Amadeus and Sabre.
Senior Travel Consultant
IGT Solutions Pvt Ltd
Gurgaon
11.2023 - 02.2025
- Coordinated corporate travel arrangements for clients domestically and internationally.
- Specialized in sourcing optimal flight and hotel arrangements for corporate clients.
- Coordinated with airlines during flight disruptions.
- Managed complex travel itineraries for high-profile clients, ensuring seamless transitions between destinations.
- Enhanced team performance by training junior consultants on travel industry trends and customer service.
- Interacted with clients to determine their specific travel needs while building rapport and trust.
Travel Sales Consultant
Onkar Infotech Pvt Ltd
Gurgaon
01.2023 - 07.2023
- 6 Months Experience in Travel Sales and tailor made Tour packages.
- Handling customer escalations through inbound/outbound calls and e-mail.
- Maintain daily targets of sales.
Senior Associate
WNS GLOBAL SERVICES
04.2019 - 01.2023
- Over three years' experience in Etraveli process as Senior Associate.
- Managed three on-the-job training batches.
- Maintained high standards of quality and CSAT.
- Addressed customer queries and provided complete resolutions.
- Specialized in GDS software including Amadeus and Sabre.
- Managed reservation amendments and cancellations.
- Maintained high levels of customer satisfaction through effective query resolution.
Process Associate
IGT Solutions Pvt Ltd
10.2017 - 04.2019
- Provided outstanding assistance to large volume of customers every day.
- Worked in seating department with KLM Royal Dutch Airlines.
- Handling seating requests through calls and e-mails.
Education
B.Com - Accounts
Shree Atam Vallabh Jain College, Ludhiana
Ludhiana 04.2013 - 05.2016
Skills
- GDS software
- Customer service
- Travel coordination
- Customer relationship management
- Issue resolution
- Corporate travel planning
- Sales target achievement
- Team training
- Effective communication
- Multitasking proficiency
- Experience optimization
- Complaint handling
- Policy improvement
- CRM software
- Relationship building
- Calm and professional under pressure
- Feedback collection
- Multitasking capacity
- Sales expertise
- Policies and procedures adherence
- Sales transactions
- Customer relationship management (CRM)
- Teamwork skills
- Computer skills
- Written communication
- Problem-solving abilities
- Sales closing
- Salesforce CRM
Languages
English
Advanced
C1
Hindi
Beginner
A1
Punjabi
Proficient
C2
Timeline
Customer Experience Specialist
OM Prime Technologies
03.2025 - Current
Senior Travel Consultant
IGT Solutions Pvt Ltd
11.2023 - 02.2025
Travel Sales Consultant
Onkar Infotech Pvt Ltd
01.2023 - 07.2023
Senior Associate
WNS GLOBAL SERVICES
04.2019 - 01.2023
Process Associate
IGT Solutions Pvt Ltd
10.2017 - 04.2019
B.Com - Accounts
Shree Atam Vallabh Jain College, Ludhiana
04.2013 - 05.2016