MUGDHA UDAS

Team Leader(Acting)

FEB-2025

• Oversee daily operations, Coordinates with cross-functional teams to ensure timely assignment of emails and completion of emails.
• Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions.
• Enhanced customer satisfaction by addressing concerns promptly and resolving issues effectively.
• Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on progress.
• Conducted regular reviews of team performance metrics, identifying areas requiring improvement or development opportunities.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.

SR. ASSOCIATE CSO-QUALITY ANALYST
JAN-2024 TO FEB-2025

• Review agents conversations across all contact
  touchpoints to measure teams performance and
  track customer support quality.
• Contribute to call calibration sessions to evaluate
  agent performance.
• Identify lapses in agents’ performance and provide
  constructive feedback for improvement.
• Engage in customer listening to identify customer
  pain points and expectations.
• Drive the implementation of improved customer
  engagement strategies to increase agents
  efficiency.
• Serve as an intermediary for escalations from
  agents and customers.
• Ensures communication is effectively delivered and
  appropriately addresses all customer concerns.

SR. ASSOCIATE CSO-Supervisor : L2

JUL-2022 TO DEC-2023

• Being a supervisor my daily job is to handle L1-agent's escalation,provide floor assistance and resolve passenger & CEO complaints.
• Need to Co-ordinate with stations for lost baggage, customer affairs, backend internal departments to resolve passenger's concern.
• Assist passengers who are misconnected and rerouted due to irregular operations; issue travel and hotel vouchers to displaced passengers on overbooked or canceled flights.
• Trained in Singapore Airlines’ frequent flyer ( KrisFlyer ) membership program , works on issue , manual re issue,refunds(full-partial-TPM refund) ,Downgrade vouchers , miles upgrades, award bookings.
• Trained to prepare itineraries using Airline's Joint venture fares for the passengers traveling to a odd destination. Also trained in advance manual reissue.
• Assist customers with special needs and quickly address to resolve customer complaints. Well versed at Operating computerized ticketing system to process reservations, upgrades and frequent flyer miles redemption.
• Previously Handled all reservations emails around the globe and Worked on TAT (turn around time) emails which needs to be actioned with in 24 hrs.
• Performed other duties related to position responsibilities as assigned by management including training support when needed to the new agents.
• Focusing to maintain customer satisfaction with forward-thinking strategies and resolving concerns.
• Maintain high level of professionalism at all times; consistently received compliments for exceptional service.
• Works under strict deadlines and responds to service request and emergency call outs.

ASSOCIATE CSO : Agent: L1

JAN-2022 TO JUL-2022

Handled all reservations emails around the globe and Worked on TAT (turn around time) emails which needs to be actioned with in 24 hrs.
Assist customers with special needs and quickly address to resolve customer complaints. Well versed at Operating computerized ticketing system to process reservations, upgrades and frequent flyer miles redemption.
Trained in Singapore Airlines’ frequent flyer (KrisFlyer) membership program , works on issue , manual re issue , refunds(full-partial-TPM refund) ,Downgrade vouchers , miles upgrades, award bookings.

• Worked as a counter staff & Handled DomesticInternational ticketing, refunds, issuance of EMD, packages, Cruise
  bookings, Hotel Booking for Corporate clients & walk-ins, Travel
  Insurance, visas.
• Processed refunds on system as well as on BSP link(raising RA copy), reissuing tickets on GDS(Amadeus).
• Arranged for group hotel bookings in collaboration with sales department for training and special events.

• Handled groups of >300 pax for clients including
  Bajaj,SBI Life, Asian Paints, Nerolac.
• Learnt to maintain master list and rooming list. Also Processed payments for vendors . Used to process lerms for tour managers
• Worked on Itinerary preparation .
• Prepared Dockets by assembling itinerary, maps,
  tickets, confirmations, visas and related documents,
  baggage tags, emergency resources and insurance
  options.
• Interacted with customers by phone, email, or in-person to provide information.