Ruchika Anand
Gurgaon
Summary
Scaling New heights of Success and delivering Customer Service Excellence .Seeking a challenging position and looking forward to explore new vistas with full enthusiasm and and Readiness to Learn. Confident Frontline Executive with strong people and communication skills. Tenacious attitude towards problem-solving and excellent grasp on internet technology. Proven success in answering customer queries quickly and effectively.
Professional with experience in providing exceptional service and support. Skilled in customer interaction, problem-solving, and multitasking. Strong focus on team collaboration and flexibility to adapt to changing needs. Known for reliability, effective communication, and achieving results in fast-paced environment.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Traveler Service Associate , Escalations
Expedia Group
03.2024 - Current
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Processed transactions efficiently using point-of-sale systems to ensure accurate financial reporting.
- Collaborated with team members to enhance workflow efficiency and maintain high service standards.
- Trained new staff on operational procedures and customer interaction best practices.
- Well versed with Expedia Tools
- Good Knowledge of GDS
- Knowledge of Travel Industry Procedures
- Strong Attention to detail
Service Advisor
British Airways Call Center pvt (ltd)
08.2021 - Current
- Currently handling the Elite Trade Partners for UK
- Contributed to business growth by confirming that customers were satisfied with service and quality.
- Documented and scoped actions taken to resolve issues after service calls.
- Explained amount for expected services and provided detailed answers to customer questions.
- Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
Guest Service Officer
JET AIRWAYS (INDIA) LTD
01.2002 - 08.2019
- The job profile involves handling all kind of Customer Related Queries and airport operations .
- Anticipated guest needs or requirements proactively, addressing problems promptly in order to prevent complaints.
- Analysed customer feedback from online and offline reviews, suggesting ways to improve ratings.
- Responded to guest requests and complaints with professional and polite manner to increase customer satisfaction.
- Being in front office the job requires ,Communication skills, teamwork, punctuality and dealing with all kinds of situations both personal and operational .
- Handling Customer Relation escalations
- Handled Day to Day operations and guests queries .
- Oversaw daily duties of team, assigning tasks and checking on progress to fulfil guest services efficiently.
Trainee
AIR INDIA Ltd
09.2000 - 12.2000
- The job profile involved:
- Doing comprehensive ground handling services as per IATA standards to various airlines operating through Indian International Airport
- Handling contracts for foreign airlines operating through Indian stations
- Assisting the passengers at the Domestic & International Ticketing Counter
- Answering Calls and handling daily schedules.
Education
Diploma of Higher Education - Travel Management
Sita Travel Academy
2002
Master of Arts - Sociology
Meerut University
Bachelor - Home Science
Lady Irwin College, Delhi University
Skills
- Proficient in Guest and Customer Relations
- Certified in Telephone Etiquettes
- Certified in Communication Skills ( Verbal and Written )
- Communication Channels (Email , chat , social media interactions )
- Customer Retention
- Customer Experience Enhancement
- Complaint Handling and conflict resolution
- Data entry
- Certified in Various Microsoft Applications ( Word , Excel , Power point)
- Google Certified Data Analyst
- Administrative support
- Listening skills
- Excellent communication
- Returns and refunds
- Multitasking and organization
- Workflow management
- Attention to detail
- Handling customer complaints
- Customer consulting
Certification
Diploma in Travel & Tourism Management from Sita Academy year 2001 Customer Service Excellence . Handling Premium Services and Premier Guests Basic Airport Services Training Attended Workshop on Communication Skill by Dale Carnegie. Attended Various Trainings for Guest Handling in various situations. Basic knowledge of Excel and Word Well versed with GDS ( Amadeus and Sabre) . Certified in Reservations and Ticketing ( Amadeus and Sabre )
Additional Information
- . Domicile: Delhi.
- Date of Birth : 06 Nov 78
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Education
other
Timeline
Traveler Service Associate , Escalations
Expedia Group
03.2024 - Current
Service Advisor
British Airways Call Center pvt (ltd)
08.2021 - Current
Guest Service Officer
JET AIRWAYS (INDIA) LTD
01.2002 - 08.2019
Trainee
AIR INDIA Ltd
09.2000 - 12.2000
Master of Arts - Sociology
Meerut University
Bachelor - Home Science
Lady Irwin College, Delhi University
Diploma of Higher Education - Travel Management
Sita Travel Academy