Mohit
Concentrix India Pvt Ltd
Kangra
2
years of professional experience
Dynamic Customer Service Executive with a proven track record at Teleperformance Global Private Limited and Concentrix India Pvt Ltd. Expert in GDS systems and adept at enhancing team performance, achieving KPIs, and resolving complex customer queries. Strong in CRM tools like Salesforce and MS Office, with exceptional leadership and problem-solving skills.
Work History
11 Months
07.2024 - 06.2025
11 Months
Customer Service Executive
TELEPERFORMANCE GLOBAL PRIVATE LIMITED | MOHALI
07.2024 - 06.2025
- Responsible to handle customer queries through phone & email, any query pertaining to the existing booking or new booking.
- Making reservations, Amendment, Special Service Request in PNR & ticketing for B2C and B2B Customers for Air and Hotel Bookings.
- Basic Knowledge of GDS Amadeus, Galileo, PK Fare and Verteil.
- Responsible to achieve all KPI's set by the management i.e. FCR, CSAT, Quality and AHT.
- Created and managed Passenger Name Records (PNRs) while ensuring accuracy of customer and itinerary details.
- Worked on GDS platforms including Amadeus and Galileo along with booking portals such as TBO and TripJack.
- Coordinated with airline helpdesks and internal departments for schedule changes, waivers, ticketing issues, and operational dependencies.
9 Months
08.2025 - 05.2026
9 Months
Senior Customer Service Representative
Concentrix India Pvt Ltd | Gurgaon, India
08.2025 - 05.2026
- Managed domestic and international flight reservations using Amadeus GDS.
- Created, modified, and managed PNRs, ticketing, reissues, refunds, and cancellations.
- Processed fare quotes, itinerary changes, and Special Service Requests (SSR).
- Assisted customers with schedule changes, flight disruptions, and travel-related queries via voice and email.
- Coordinated with airlines and internal teams to resolve booking and ticketing issues.
- Ensured compliance with airline fare rules and company travel policies.
- Achieved KPIs including AHT, FCR, CSAT, Quality, and SLA adherence.
- Worked with Amadeus, Galileo, Travelport, TBO, and TripJack to deliver accurate travel solutions.
Education
Intermediate - Science Stream
Govt Sen Sec School Daroh
B.Tech - Mechanical Engineering
RAJIV GANDHI GOVT ENGG COLLEGE Nagota Bagwan Kangra HP
Skills
Excellent Knowledge of CRM tools Salesforce Tool.
Excellent Knowledge of MS Office Tools.
Excellent in Handling all types of concerns of B2C and B2B Bookings Air and Hotel.
Good knowledge of GDS Tools.
Email management.
Inbound call management.
LANGUAGES
ENGLISH Proficient
HINDI Native
Timeline
Senior Customer Service Representative
Concentrix India Pvt Ltd
08.2025 - 05.2026Read more
Customer Service Executive
TELEPERFORMANCE GLOBAL PRIVATE LIMITED
07.2024 - 06.2025Read more
RAJIV GANDHI GOVT ENGG COLLEGE Nagota Bagwan Kangra HP - B.Tech, Mechanical Engineering
Read more
Govt Sen Sec School Daroh - Intermediate, Science Stream
Read more
ACHIEVEMENTS
Stack Ranking - Exceeds Expectation., Two times RNR Winner.