MUKESH KUMAR
New Delhi
Summary
Dynamic customer support specialist with extensive experience in customer service and travel consultancy, including expertise in Zendesk, Salesforce and Amadeus GDS and handling high-volume interactions. Adept at resolving complex customer issues with a problem-solving mindset and a customer-first approach. Proven ability to optimize travel solutions, ensure high customer satisfaction, and deliver seamless service experiences.
Overview
5
5
years of professional experience
Work History
Senior Customer Support (Voice) – Modere AU
Modere India Pvt Ltd
10.2023 - 03.2025
- Assisted over 30+ customers daily with product inquiries and order placements
- Addressed customer concerns and provided tailored solutions
- Maintained high Network Marketers satisfaction ratings through quality support
Customer Service Representative (Chat) – IKEA USA
Webhelp India Pvt Ltd
04.2022 - 09.2023
- Managed live chat interactions, assisting 50+ customers daily with product inquiries, order tracking, and issue resolution
- Provided solutions for customer complaints, ensuring high satisfaction levels and Consistently met or exceeded monthly customer satisfaction goals
Travel Consultant – Escalation Help Desk (ETS)
Yatra Online Pvt Ltd
11.2019 - 08.2020
- Company Overview: Corporate
- Assisted corporate clients with flight, accommodation, and ground transportation arrangements
- Managed reservation issuance, cancellations, and modifications
- Handled high-priority client escalations on weekends
- Coordinated with relevant departments for accommodation and transport-related queries
- Worked with corporate clients like Walmart, Boston Consulting Group (BCG), PWC, BPCL, and Reliance Nippon Life Insurance
- Corporate
Galileo Expert – Travelport Galileo
InterGlobe Technologies
10.2018 - 11.2019
- Assisted customers with product and service inquiries, providing detailed information
- Maintained and updated customer account information, including cancellations and new accounts
- Handled manual fare builds, fare quotes, and ticketing interline agreements
- Managed PNR splits, queues, printing options, and ticketing quota systems
Education
Senior Secondary (12th) -
C.B.S.E Board
DelhiSecondary (10th) -
C.B.S.E Board
DelhiDiploma in International Airlines and Travel Management -
IITC
GDS (Amadeus) Training -
IITC
Bachelor of Arts - Humanities
I.G.N.O.U
Skills
- Amadeus GDS Proficiency
- MS Office
- Live Chat Software
- Salesforce & Zendesk
- Remote support
- Customer Needs Assessment
- Chat & Email Support
- Problem-Solving & Conflict Resolution
Languages
- English
- Hindi
Personal Information
- Date of Birth: 06/28/98
- Gender: Male
- Nationality: Indian
- Marital Status: Single
Technical Professional Qualifications
- Diploma in International Airlines and Travel Management – IITC.
- GDS (Amadeus) Training – IITC.
- Proficient in MS Office and basic computer applications.
- Experience with Live Chat Software: Genesis, Salesforce, and Zendesk.
- Expertise in Customer Needs Assessment, Chat, and Email Support.
Affiliations
- "Recognized for outstanding customer service performance, including top performer awards and mentoring new team members. Proficient in Amadeus GDS and continuously upgrading my skills through professional training. Actively participated in workplace engagement activities and volunteered in customer support initiatives."
Certification
- IATA/IATAN ID Card – International Air Transport Association.
Accomplishments
"With 4+ years of experience in customer support and travel consultancy, I have managed high-volume interactions, resolved escalations, and maintained strong customer satisfaction. I handled corporate travel bookings at Yatra, provided live chat support for IKEA at Webhelp, and specialized in voice support at Modere. Proficient in Amadeus GDS, Salesforce, and Zendesk, I enhance service efficiency across industries."
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteOn-SiteHybridImportant To Me
Career advancementFlexible work hoursWork from home optionWork-life balanceCompany CultureLanguages
Hindi
Native language
English
Advanced (C1)
C1
Timeline
Senior Customer Support (Voice) – Modere AU
Modere India Pvt Ltd
10.2023 - 03.2025
Customer Service Representative (Chat) – IKEA USA
Webhelp India Pvt Ltd
04.2022 - 09.2023
Travel Consultant – Escalation Help Desk (ETS)
Yatra Online Pvt Ltd
11.2019 - 08.2020
Galileo Expert – Travelport Galileo
InterGlobe Technologies
10.2018 - 11.2019
Senior Secondary (12th) -
C.B.S.E Board
Secondary (10th) -
C.B.S.E Board
Diploma in International Airlines and Travel Management -
IITC
GDS (Amadeus) Training -
IITC
Bachelor of Arts - Humanities
I.G.N.O.U
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