Summary
Overview
Work History
Education
Skills
Languages
Hobbies and Interests
Disclaimer
Roles and Responsibilities
Personal Skill
Certification
Languages
Timeline
Generic

Jaidev Mattad

Vadodara

Summary

Customer service professional with extensive experience at Qatar Airways, specializing in conflict resolution and data management. Proven track record of enhancing customer satisfaction through effective problem-solving and communication. Proficient in M.S. Office and CRM software, with a focus on identifying process improvements to elevate service delivery. Experienced in exceeding performance goals in fast-paced environments, utilizing strong communication and multitasking skills.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Services Agent

Qatar Airways
Ahmedabad
10.2023 - Current
  • Provided exceptional customer support for travelers on Qatar Airways flights.
  • Resolved customer inquiries and complaints with professionalism and empathy.
  • Assisted passengers with check-in processes and boarding procedures efficiently.
  • Collaborated with team members to enhance service delivery during peak hours.
  • Handled ticket modifications and refunds in accordance with airline policies.
  • Educated customers on luggage policies and travel requirements effectively.
  • Communicated clearly with diverse international clientele in a fast-paced environment.
  • Maintained a high level of customer satisfaction by providing accurate and helpful responses.
  • Answered incoming calls promptly and professionally within company standards.
  • Assisted customers with inquiries regarding products and services through phone, email, and chat.
  • Managed high-volume of inbound and outbound customer calls.
  • Attended training sessions regularly to stay current on new products or services.
  • Processed refunds, returns, exchanges, and order cancellations according to policy.
  • Monitored customer feedback through surveys and other methods for quality assurance purposes.
  • Identified opportunities to improve customer service processes and procedures.
  • Returned customer calls in established turnaround time to meet company objectives.
  • Documented customer correspondence in CRM to track requests, problems, and solutions.
  • Reviewed files, records and other obtained documents to respond to customer requests.

Executive-Digital Services

V2 Tech Ventures Private Limited
Vadodara
05.2023 - 09.2023
  • Assisted in developing data management guidelines for internal stakeholders.
  • Conducted data quality assessments to ensure accuracy and completeness of datasets.
  • Ensured compliance with organizational policies related to data privacy, security, and access control.
  • Performed data transformations to standardize formats or integrate multiple sources into one dataset.

<ul> <li>Reviewed legal documents for accuracy and compliance with regulations.</li> <li>Maintained confidentiality while handling sensitive client information.</li> <li>Analyzed legal documents for completeness, accuracy and adherence to established policies and procedures.</li> <li>Prepared reports summarizing the findings of the document reviews.</li> </ul>

Archer transnational systems Pvt LTD
11.2021 - 04.2023
  • Reviewed legal documents for accuracy and compliance with regulations.
  • Maintained confidentiality while handling sensitive client information.
  • Analyzed legal documents for completeness, accuracy and adherence to established policies and procedures.
  • Prepared reports summarizing the findings of the document reviews.

<ul> <li>Assisted customers with account inquiries and transaction processing.</li> <li>Resolved customer issues through effective communication and problem-solving skills.</li> <li>Educated clients on banking products and services to enhance their understanding.</li> <li>Resolved customer complaints or escalated them to the appropriate personnel as needed.</li> <li>Provided excellent customer service by responding promptly to requests or inquiries.</li> </ul>

Kochar Infotech
11.2020 - 11.2021
  • Assisted customers with account inquiries and transaction processing.
  • Resolved customer issues through effective communication and problem-solving skills.
  • Educated clients on banking products and services to enhance their understanding.
  • Resolved customer complaints or escalated them to the appropriate personnel as needed.
  • Provided excellent customer service by responding promptly to requests or inquiries.

<ul> <li>Assisted customers with inquiries regarding products and services.</li> <li>Resolved complaints efficiently to ensure customer satisfaction.</li> <li>Managed customer accounts using CRM software for accurate data entry.</li> <li>Provided product knowledge and guidance to enhance customer experience.</li> <li>Conducted follow-up calls to confirm resolution of customer concerns.</li> <li>Informed customers about billing procedures, processed payments, and provided payment option setup assistance.</li> <li>Identified areas of improvement in customer service processes and suggested changes accordingly.</li> </ul>

Concentrix service India PVT LTD
03.2018 - 10.2020
  • Assisted customers with inquiries regarding products and services.
  • Resolved complaints efficiently to ensure customer satisfaction.
  • Managed customer accounts using CRM software for accurate data entry.
  • Provided product knowledge and guidance to enhance customer experience.
  • Conducted follow-up calls to confirm resolution of customer concerns.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.

Education

Bachelor of Commerce - Commerce

Gujarat
Gujarat
01.2022

Gujarat - Commerce

Guru Nanak School of excellence
Gujarat
01.2015

Gujarat - General Studies

P.N Amersy High School
Gujarat
01.2013

Skills

  • Conflict resolution
  • Internet Explorer
  • Tally ERP9
  • Conflict resolution
  • Internet Explorer
  • Tally ERP9

Languages

English, Hindi, Gujarati. (Read, Write and Speak)

Hobbies and Interests

Playing Cricket and volleyball

Disclaimer

I hereby declare that above given information is true & correct to the best of my knowledge.

Roles and Responsibilities

  • 1) Handle Inbound & outbound calls.
  • 2) Handing Escalations like Ingram, Chairman, CEO, social media, B/O.
  • 3) Work on Financial Impact Escalations to Rectified the CSA Error & Reduce the financial loss.
  • 4) Co-ordinate with clients for Closure of RCA cases (Rude call & Call disconnection) and Inventory closures.
  • 5) Preparing Month End Reports of Escalations (CCRP, Financial impact data.).

Personal Skill

  • Good communication and interpersonal Skill
  • Self motivator and have positive attitude
  • Hardworking nature
  • Interactive
  • Adopt any kind of nature
  • Problem Solving
  • Strong Work Ethic
  • Time Management
  • Self Confidence
  • Leadership
  • Handling Pressure
  • Team Player.

Certification

  • Tally ERP9

Languages

Gujarati
First Language
English
Beginner
A1
Hindi
Beginner
A1
Rajasthani
Beginner
A1

Timeline

Customer Services Agent

Qatar Airways
10.2023 - Current

Executive-Digital Services

V2 Tech Ventures Private Limited
05.2023 - 09.2023

<ul> <li>Reviewed legal documents for accuracy and compliance with regulations.</li> <li>Maintained confidentiality while handling sensitive client information.</li> <li>Analyzed legal documents for completeness, accuracy and adherence to established policies and procedures.</li> <li>Prepared reports summarizing the findings of the document reviews.</li> </ul>

Archer transnational systems Pvt LTD
11.2021 - 04.2023

<ul> <li>Assisted customers with account inquiries and transaction processing.</li> <li>Resolved customer issues through effective communication and problem-solving skills.</li> <li>Educated clients on banking products and services to enhance their understanding.</li> <li>Resolved customer complaints or escalated them to the appropriate personnel as needed.</li> <li>Provided excellent customer service by responding promptly to requests or inquiries.</li> </ul>

Kochar Infotech
11.2020 - 11.2021

<ul> <li>Assisted customers with inquiries regarding products and services.</li> <li>Resolved complaints efficiently to ensure customer satisfaction.</li> <li>Managed customer accounts using CRM software for accurate data entry.</li> <li>Provided product knowledge and guidance to enhance customer experience.</li> <li>Conducted follow-up calls to confirm resolution of customer concerns.</li> <li>Informed customers about billing procedures, processed payments, and provided payment option setup assistance.</li> <li>Identified areas of improvement in customer service processes and suggested changes accordingly.</li> </ul>

Concentrix service India PVT LTD
03.2018 - 10.2020

Bachelor of Commerce - Commerce

Gujarat

Gujarat - Commerce

Guru Nanak School of excellence

Gujarat - General Studies

P.N Amersy High School

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