Pooja Luthra
Summary
Strategic Senior Service Advisor specializing in customer relationship management, conflict resolution, and service coordination. Enhances operational efficiency and customer satisfaction through effective communication and collaboration. Leverages extensive experience in customer service and travel coordination to drive service delivery improvements and foster interdepartmental teamwork.
Overview
5
5
years of professional experience
Work History
Senior Service Advisor
CALL BA (BRITISH AIRWAYS)
NOIDA
07.2023 - Current
- Managed escalation processes and resolved cases to enhance operational efficiency and customer satisfaction.
- Oversaw backend airline support for flight disruptions, rebooking, rerouting, and schedule changes, ensuring seamless service delivery.
- Coordinated with internal departments, airport teams, and airline operations for seamless service delivery.
- Resolved customer complaints while upholding service standards and quality.
- Identified and provided next onward flight options while ensuring compliance with transit visa and travel documentation requirements.
- Ensured ticketing accuracy, policy compliance, process adherence, and timely resolution of customer and operational queries.
- Provided inbound operational support to airport staff during critical flight disruptions, facilitating timely communication and resolution.
senior coreporate tarvel counsleor
Teleperformance (CWT)
Gurgaon
08.2022 - 08.2023
- Managed corporate travel arrangements for clients, ensuring seamless booking through CWT's advanced system.
- Coordinated with airlines and hotels to secure optimal rates and accommodations for travelers, enhancing overall travel experience.
- Prepared comprehensive itineraries for domestic and international business trips, facilitating smooth travel for clients.
- Provided expert advice on travel policies and procedures to enhance client satisfaction.
- Assisted clients with itinerary changes and last-minute travel modifications efficiently.
- Handled customer requests and complaints quickly to improve overall service
Customer Service Representative
Majorel (Air Vistara)
Gurgaon
09.2021 - 05.2022
- Resolved passenger complaints through effective communication and problem-solving techniques.
- Promoted customer satisfaction by delivering knowledgeable, friendly service while addressing issues.
- Assisted customers with flight inquiries and booking modifications to enhance travel experience.
- Provided accurate information on airline policies and procedures to ensure compliance.
- Managed check-in processes, ensuring smooth boarding experiences for all travelers.
- Maintained up-to-date knowledge of flight schedules, routes, and special offers for customers.
Education
Associate of Arts - B.A
Delhi University
Bachelors Of Arts 08-2018
High School Diploma -
High School
Delhi06-2018
Skills
- Flight disruption handling
- Travel compliance management
- Travel itinerary management
- Escalation management
- Conflict resolution
- Customer relationship management
- Customer service communication
- Effective communication
- Team collaboration
- Problem solving
Accomplishments
- First Call Resolution Award
- 100% Quality Certificate
- Above and Beyond Certificate
- Best Routing Skills Award
Timeline
Senior Service Advisor
CALL BA (BRITISH AIRWAYS)
07.2023 - Current
senior coreporate tarvel counsleor
Teleperformance (CWT)
08.2022 - 08.2023
Customer Service Representative
Majorel (Air Vistara)
09.2021 - 05.2022
Associate of Arts - B.A
Delhi University
High School Diploma -
High School