Mohammed Irfan
Hyderabad
Summary
Experienced professional seeking a challenging position with a growth oriented company. Excels in team environments that stimulate thought, creativity, and high standards.
Meticulous individual with excellent communication skills and 18 months of customer service experience in the customer service industry as well as 6 years 11 months of aviation experience. Skilled in problem solving, team management, training, and multitasking. Seeking a flexible role in a dynamic organization that offers challenging opportunities for professional growth.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Professional (Semi-Voice)
Foundever (Sitel)
Hyderabad
03.2023 - 09.2024
- Provided support for technical issues related to products or services via chat, emails, and inbound/outbound calls.
- Collaborating with other departments to resolve complex issues.
- Escalate unresolved issues to relevant internal teams.
- Taking ownership and following up with customers to ensure satisfaction.
- Updated client records according to changes in contact details or preferences.
Airport Operations & Customer Service Officer
IndiGo Airlines (Interglobe Aviation LTD)
Hyderabad
02.2013 - 10.2016
- Member of the 'CORE' team, which deals with customer satisfaction, complaints, and service retention for the entire station.
- Designing, implementing, and maintaining structured on-the-job training 'Launchpad' in an efficient and effective way to train new employees.
- Conducted numerous trainings on Customer Orientation, Service From The Heart, IROP Handling, and AVSEC Awareness.
- Performing 'Customer Coordination' for passengers with special needs.
- Performing security audits and maintaining surveillance.
- Proficient in resolving passenger queries by providing Positively Outrageous Service.
- Handled transitions in a timely manner during irregular operations, including delayed or canceled flights, and lost or damaged luggage.
- Supervised and assisted team members to ensure safe and consistent operations.
- Ensuring safety and security measures are always taken.
Education
Bachelor of Commerce -
ANDHRA UNIVERSITY
01.2014
CEC - CEC
Board of intermediate eduction
Hyderabad01-2011
Skills
- Technical Troubleshooting
- Customer Service Proficiency
- Calm Communication Strategies
- Experience with WorkForce Software
- Electronic Payment Handling
- Quality Management
- Product Expertise
- Effective Listening
Accomplishments
- Awarded with SAFETY STAR from AIRPORT ATHORITY OF INDIA
- Rating of GP4 in the last Appraisals
- Represented IndiGo, HYD at an Innovation Camp
- Awarded as the 'Grooming Star Of The Quarter'
- Certified Screener by Bureau of Civil Aviation
- Member of Family Assistance and Care (I-Coach, Emergency Response, IndiGo)
- Led the Service Retention Team.
- Rewarded for being punctual and zero absenteeism.
- Numerous appreciations from both internal and external customers
- Honored for sharing new ideas consistently.
Hobbies and Interests
Spending time with family
Personal Information
- Height: 176 cm
- Weight: 62 kg
- Date of Birth: 02/06/92
- Nationality: Indian
Certification
- Certified Python Developer
- Certification of SkyPort
- Certification of SkySpeed
- Hands on experience of WorkForce
Languages
English
First Language
Hindi
Upper Intermediate (B2)
B2
Urdu
Upper Intermediate (B2)
B2
Timeline
Customer Service Professional (Semi-Voice)
Foundever (Sitel)
03.2023 - 09.2024
Airport Operations & Customer Service Officer
IndiGo Airlines (Interglobe Aviation LTD)
02.2013 - 10.2016
Bachelor of Commerce -
ANDHRA UNIVERSITY
CEC - CEC
Board of intermediate eduction