Mefuza Banu
Bangalore
Summary
Highly experienced professional ready to excel in a new role with a proven track record of prioritizing team collaboration and delivering exceptional results. Known for adaptability and reliability, consistently supporting colleagues effectively and responding adeptly to evolving needs. Possessing strong communication, problem-solving, and client relations skills, with a reputation for integrity, determination, and a results-driven approach.
Overview
10
10
years of professional experience
Work History
Escalated Care- Agent
Lastminute.com
03.2022 - Current
- Ensured compliance with regards to cancellations and refunds with both Amadeus and Sabre tool.
- Utilized Sabre and Amadeus systems to resolve duplicate bookings Efficiently.
- Managing Pending refunds and recovered unused taxes due to no show.
- Working on managing refunds for both Involuntary and voluntary cancellation request as per customer request.
- Requesting refunds through BSP by issuing RAA.
- Handling escalations and connecting with the Airline to check regarding the old pending refunds for LC .
Process Associate
IGT Solution Private Limited
04.2021 - 03.2022
- Assisting customers with their pre travel needs using GDS tools such as SABRE and Amadeus
- Excellent knowledge on GDS tools and navigation
- Setting goals on daily basis by initiating plans
- Providing the concierge service for flights, hotels, car rental and activities to do reservation overall
- Maintaining the monthly KPI's, as assigned with excellent quality score
CX Support Executive
Amazon Development Center, India pvt Ltd
09.2020 - 03.2021
- Manage large amounts of incoming chats from team to resolve their issues
- Generate sales leads
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team sales targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
Customer support representative
Expedia - Startek
01.2019 - 08.2020
- Attracts potential customers by answering product and service questions, suggesting information about other products and services
- Generate sales leads
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships with customer accounts through open an interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits
- Follow communication procedures, guidelines and policies
Teacher
Badriya PU College
06.2015 - 03.2016
- Balanced whole group, small group and individual instruction to accommodate different academic levels and learning skills
- Supervised students behavior and intervened as necessary
- Assisted students with class work and adhered to scheduled daily lesson plans
- Tracked students' progress and provided individual feedback
Education
Master of Commerce -
St. Agnes College (Autonomous)
01.2014
Bachelor of Commerce - Human Resource Management
Besant Women's College
01.2012
Skills
- Communication
- Coordinating
- Team Work
- Organizing
- Problem-solving skills
- Positive attitude
Languages
English
Hindi
Kannada
Personal Information
- Date of Birth: 12/17/91
- Marital Status: Married
Timeline
Escalated Care- Agent
Lastminute.com
03.2022 - Current
Process Associate
IGT Solution Private Limited
04.2021 - 03.2022
CX Support Executive
Amazon Development Center, India pvt Ltd
09.2020 - 03.2021
Customer support representative
Expedia - Startek
01.2019 - 08.2020
Teacher
Badriya PU College
06.2015 - 03.2016
Bachelor of Commerce - Human Resource Management
Besant Women's College
Master of Commerce -
St. Agnes College (Autonomous)
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