JAY PARESH PAVANI
Summary
Personable and dedicated customer service representative with 5 years of experience in the industry. Solid team player with an upbeat, positive attitude. Excels in establishing rapport with clients and maintaining customer satisfaction. Specializes in quality, speed, and process optimization. Articulate, enthusiastic, and results-oriented. Known for consistently exceeding performance targets, fostering positive customer relationships, and contributing to team success. Passionate about ensuring customers feel valued and heard. Committed to upholding company standards and brand reputation.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Agent
Qatar Airways
05.2022 - Current
- Employed knowledge of latest company policies, escalating critical issues and monitoring queries in line with best practices
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests
- Handled objections and disputes to maximize sales
- Input customer information, call notes and personal data onto internal database
- Addressed technical difficulties by quickly identifying and troubleshooting customer issues to achieve timely first-time resolution
- Offered clients product advice, increasing customer satisfaction
- Assisted customers with important purchasing choices, identifying needs and employing product expertise to make appropriate suggestions
- Consistently went extra mile to achieve customer satisfaction
- Built rapport with customers through courteous and professional communications
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction
- Resolved customer queries over phone and by email
- Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment
- Addressed customer service enquires quickly and accurately
Technical Recruiter
Interactive Manpower Solutions US
07.2021 - 03.2022
- Coordinated referrals and escalations to obtain specialized support
- Met schedule using excellent planning and coordination skills
- Trained and mentored employees to maximise team performance
- Guided teams in product merchandising and inventory management
- Developed team communications and information for meetings
- Picked up additional tasks to aid team success
- Balanced client and candidate needs to achieve outstanding satisfaction ratings
- Interviewed potential candidates, taking accurate notes to determine suitability for available positions
- Advertised and managed position listings, organizing interviews with suitable candidates
- Sourced candidates through social media platforms, validating suitability for available positions
- Negotiated contract details, maintaining confidentiality and impartiality throughout
- Used outstanding communication and networking abilities to develop and maintain key industry partnerships
- Informed candidates about both positive or negative interview results
- Used candidate databases to match right person to client role requirements
- Worked towards exceeding targets for candidates placed, billings and business leads
- Prepared CVs and correspondence to forward to clients regarding suitable applicants
- Coordinated offer process, answering questions candidates had before accepting offers
- Consulted with clients on job specifications to understand hiring goals and recommend most suitable candidates
- Briefed candidates about responsibilities, salary and benefits of jobs
- Worked with wider HR team to advise managers on candidate pay rates, training and career progression
Customer Service Executive
SPICEJET LTD
03.2019 - 07.2021
- Worked as Lead Ramp Supervisor and handled multiple departures simultaneously
- Handled Cargo and Passengers flights simultaneously
- Co-ordinate with Check-In counters, BBA (Baggage Break up Area), BMA (Baggage makeup Area), Boarding Gates, Arrivals, ATC (Air Traffic Control), Engineering Team, Fueling Team and Security team simultaneously for smooth departure
- Handled major IROP's and assisted passengers in every term of need and requirement and managed commercial team at same time
- Worked as Check in supervisor for a Year at different at AMD Airport
- Worked as Deputation staff at DEL Airport
- Worked as Boarding Gate In-charge and trained new employees at AMD airport
- Assisted customers with confirmation of ground and air travel, hotel accommodations and recreational activities
- Organized and communicated needs of VIP guests, paying extreme attention to detail
- Booked and managed hotel reservations, employing company policies to handle cancellations and complaints
- Worked with hotel staff to accommodate guest requests for specific room locations and amenities
- Assisted guests with local weather, attraction and dining information to enhance experiences
- Advised customers regarding flight enquiries, checking availability and confirming reservations
- Addressed overbooking on specific room types, working with customers to adjust accommodations
- Assisted customers with finding favorable rates for desired reservation dates, times and locations
- Upsold clients on travel itinerary add-ons, building inclusive packages to offer competitive rates
- Applied company selling strategy across all reservations systems, managing availability of room types and locations
- Connected clients with resources to complete travel documents, insurance and currency exchanges
- Mastered company pricing strategy to maximize opportunity during peak and off-peak periods
- Operated equipment to exceed production targets
Education
B.Com - Accounting And Finance
Bhavans Seth RA Arts And Commerce College
Ahmedabad, India01.2017
HSC - Commerce
Valliammal.Mat.Hr.Sec.School
Chennai, India01.2014
SSC -
Valliammal.Mat.Hr.Sec.School
Chennai, India01.2012
Skills
- Product expertise
- Handling objections
- Excellent communication skills
- Polite phone manner
- Results-driven
- Team player
- Multidisciplinary teamwork
- Live chat operation
- Account management
- Team management
- Complaint handling
- Salesforce CRM
- Customer account management
- Product troubleshooting
- Typing 50 WPM
Certification
- Load Competency Controller License for Boeing 700,800,900, Bombardier Q400 all types for passenger handling and for cargo.
- Basic AVSEC certified
- Advance Amadeus certified by Qatar Airways.
- Advance Skyspeed, Skyport and Gonow certified by Navitaire conducted by SpiceJet Ltd.
Accomplishments
- Implemented new, interactive employee scheduling system to monitor, gauge and project staffing needs.
- Worked directly with senior leadership to develop and enhance team handling and boost their morale.
Languages
English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Timeline
Customer Service Agent
Qatar Airways
05.2022 - Current
Technical Recruiter
Interactive Manpower Solutions US
07.2021 - 03.2022
Customer Service Executive
SPICEJET LTD
03.2019 - 07.2021
B.Com - Accounting And Finance
Bhavans Seth RA Arts And Commerce College
HSC - Commerce
Valliammal.Mat.Hr.Sec.School
SSC -
Valliammal.Mat.Hr.Sec.School
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