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
Gujarat01.2022
Gujarat - Commerce
Guru Nanak School of excellence
Gujarat01.2015
Gujarat - General Studies
P.N Amersy High School
Gujarat01.2013
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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