Kashish Luthra
East Delhi
Summary
Experienced professional with a passion for the service industry. Thrives on the challenges of interacting with diverse individuals and the satisfaction of achieving goals. Aims to utilize skills effectively and be a valuable resource to any organization or employer.
Overview
10
10
years of professional experience
Work History
Senior Customer Service Agent
Qatar Airways
07.2023 - Current
- Ensuring that metrics such as Quality, Compliance & Productivity are met
- Ensured time management standards by adhering to designated work schedules and break timings.
- Enhancing relationships by meeting customer expectations.
- Evaluate, recognize, and foresee customer requirements to provide relevant resolutions.
- Ensure all actions and requests are attended to within the service level agreements
- Escalate unresolved issues to a senior representative or team leader
- Maintain a positive and effective work environment
- Observe privacy acts at all times when dealing with customers
- Support changes that will be implemented out of business needs, adjustments to company policies, and processes
- Follows up with individual customers until the issue is resolved or handed off to supporting team to drive resolution
- Resolved concerns by reaching out to customers effectively.
- Established rapport with customers through active listening and personalized attention, fostering long-term relationships based on trust and loyalty.
Senior Executive
Tata Sia Airlines ( Vistara Airlines )
01.2022 - 07.2023
- Proactively supervise the activities of the customer service team to achieve smooth daily operations
- Send communication to customers on all cases where a refund has been processed
- Coordinate with codeshare airlines, Travel agents, for rescheduling, Instant Upgrades, and Cancellations, for business on a monthly basis
- Responsible for ensuring and delivering consistent and exemplary service delivery at every customer touchpoint
- Monitoring OTP and taking corrective measures
- Help to achieve ancillary targets on a daily basis
Customer Service Executive
Interglobe Aviation Ltd ( Indigo Airlines )
09.2016 - 12.2021
- Responsible for rescheduling in reservations over the telephone and Emails
- Responsible for preparing reports and dashboards for confirming tickets
- Manage day-to-day operations of holiday operations
- Coordinate with third parties for rescheduling, cancellations, and Upgradation, over Emails and Via telephone
- Co-ordinate with Code share airlines to make passenger journeys smooth and hassle-free
- Co-ordinate for refund process successfully and help them with correct tat line for refund procedures and policies
Customer service Associate
Etihad Airways
12.2014 - 09.2016
- Ensuring the safety and security of the passenger
- Updating the MIS report and the Arrival-Departure delay sheets for the entire flight operations and communicating the same to the guest services manager and the Units heads
- Handling MAAS guests like CIP, Wheelchair guests, First-time flyers, unaccompanied minors (UNMR), and guests who are traveling in groups
- Controlling and Supervising the Check-in Counters, and coordinating with the boarding gates and Ramp team to ensure smooth operations
- Making Reservations across the ticketing counter
- Selling of tickets Upgradation while on check-in counters as well as on emails and via Telephone
- Answer the customer queries over the telephone
Education
B.A PROGRAMME - Business Administration
SUNRISE UNIVERSITY
Alwar07.2016
HIGH SCHOOL - Higher Education Administration
JD TYTLER SCHOOL
Delhi04.2013
Skills
- Amadeus GDS ( Reservations )
- Sabre ( Check IN )
- Customer Relationship Management (CRM)
- Self Motivated
- Team work oriented
- Punctuality
- Call center operations
- Customer retention
- Customer survey
- Customer support
- Escalation management
- Active listening
Languages
Punjabi
Hindi
English
Accomplishments
- Documented and resolved Issue which led to results.
- Achieved Result through effectively helping with Task.
Timeline
Senior Customer Service Agent
Qatar Airways
07.2023 - Current
Senior Executive
Tata Sia Airlines ( Vistara Airlines )
01.2022 - 07.2023
Customer Service Executive
Interglobe Aviation Ltd ( Indigo Airlines )
09.2016 - 12.2021
Customer service Associate
Etihad Airways
12.2014 - 09.2016
B.A PROGRAMME - Business Administration
SUNRISE UNIVERSITY
HIGH SCHOOL - Higher Education Administration
JD TYTLER SCHOOL
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