Chiranjeet Dey
Lucknow
Summary
Energetically drove customer satisfaction at Air India by leveraging expertise in Salesforce CRM and exceptional teamwork skills. Spearheaded service improvement initiatives and training, significantly enhancing passenger experience. Collaborated with American Express on cross-functional projects, showcasing a profound ability to analyze customer feedback and implement strategic solutions.
Overview
14
14
years of professional experience
Work History
Customer Experience Specialist
Air India
11.2022 - Current
- Customer Interaction Management: Handle inquiries, complaints, and feedback from passengers via various communication channels, including phone, email, social media, and in-person interactions
- Provide timely and accurate information regarding flight schedules, bookings, ticketing, and other related services
- Issue Resolution: Address and resolve passenger concerns and issues promptly, ensuring a satisfactory resolution that aligns with company policies and procedures
- Collaborate with different departments, such as operations, ground staff, and cabin crew, to address and resolve customer issues effectively
- Service Improvement Initiatives: Analyze customer feedback and identify trends to suggest improvements in services and operational processes
- Participate in the development and implementation of new customer service policies and procedures to enhance passenger experience
- Loyalty Program Management: Assist in managing Air India's frequent flyer program, ensuring members receive benefits and services as promised
- Promote loyalty program enrollment and educate passengers on the benefits of the program
- Training and Development: Conduct training sessions for new customer service representatives, focusing on service excellence, problem-solving, and communication skills
- Stay updated with the latest industry trends and best practices in customer engagement to continuously improve service standards
- Reporting and Documentation: Prepare and maintain detailed reports on customer interactions, feedback, and resolution metrics
- Utilize CRM systems to log and track customer inquiries and complaints, ensuring comprehensive and accurate records
Senior Customer Care Executive
American Express
01.2020 - 02.2022
- Giving First Call Resolution: This means resolving customer issues or inquiries during their first call without needing to escalate the matter or have the customer call back. It involves understanding the customer's problem, providing a solution quickly, and ensuring customer satisfaction.
- Handling Client Escalations: This involves managing situations where a customer is not satisfied with the initial response or solution provided. It requires addressing the customer's concerns, finding a resolution, and ensuring the customer feels heard and valued. This often involves more complex problem-solving and communication skills.
- Fraud Prevention: This entails identifying and preventing fraudulent activities. It includes monitoring transactions, identifying suspicious behavior, and taking appropriate actions to prevent fraud. This role requires attention to detail, analytical skills, and knowledge of fraud detection techniques.
- Collaborated with other departments on cross-functional projects impacting the customer experience.
- Analyzed feedback from customers in order to identify trends or patterns in service issues.
Senior Executive
Fareportal
02.2018 - 08.2019
- Company Overview: travel agency
- Working as a senior customer care executive
- Providing travel guidance to clients in the united states and United Kingdom market
- Working on GDS (global distribution system)
- Designing itinerary for the client
- Handling client escalations
- Travel agency
Executive
Fareportal
03.2013 - 07.2015
- Providing travel guidance to clients in the United States and the United Kingdom market.
- Handling client escalations.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Coordinated cross-functional teams to streamline processes and improve efficiencies.
- Handling client escalations.
Process Associate
Interglobe Technologies
05.2011 - 12.2012
- Making calls related to ticketing, cancellation, rescheduling, and general queries for IndiGo Airlines.
- Provided telephone customer service/support within high-volume calls.
- Processing request related to Ticketing, Cancellation, Rescheduling and General Queries for IndiGo Airlines through client email.
- Processing Queues
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Evaluated needs of departments and delegated tasks to optimize overall production.
Education
MBA - Travel And Tourism
Swami Vivekananda Subharti University
Meerut08-2015
Graduate (BHM) -
Amity University
01.2011
12TH -
ISC
01.2008
10th -
ICSE
01.2006
Skills
- Word
- Excel
- PowerPoint
- Outlook
- Salesforce CRM
- Service standard compliance
- Teamwork and collaboration
Languages
- English
- Hindi
Hobbies and Interests
- Listening to Music
- Travelling
Disclaimer
I ensure hereby that all the information is true to the best of my knowledge & I shall please my smart work & devotion to duty.
Behavioralcharacteristics
- Commitment to quality and results
- Responsibility
- Sincere in attitude
Personal Information
- Father's Name: Mr. M.L.Dey
- Date of Birth: 07/06/89
- Nationality: Indian
- Marital Status: Single
Timeline
Customer Experience Specialist
Air India
11.2022 - Current
Senior Customer Care Executive
American Express
01.2020 - 02.2022
Senior Executive
Fareportal
02.2018 - 08.2019
Executive
Fareportal
03.2013 - 07.2015
Process Associate
Interglobe Technologies
05.2011 - 12.2012
MBA - Travel And Tourism
Swami Vivekananda Subharti University
Graduate (BHM) -
Amity University
12TH -
ISC
10th -
ICSE
Similar Profiles
SANDIP KUMAR YADAVSANDIP KUMAR YADAV
Store Associate at AIR INDIAStore Associate at AIR INDIA
BARLEEN KAURBARLEEN KAUR
Cabin Senior at Air IndiaCabin Senior at Air India
Pooja SharmaPooja Sharma
Revenue Retention Controller at AIR INDIARevenue Retention Controller at AIR INDIA