Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Timeline
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Kashish Luthra

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
Alwar
07.2016

HIGH SCHOOL - Higher Education Administration

JD TYTLER SCHOOL
Delhi
04.2013

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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Kashish Luthra