Payal Mondal

Joined on 11th of Mar 2024, left 3rd of Oct 2025 (due to organizational restructure issue)

• Enhanced customer satisfaction by streamlining communication channels and improving response times.
• Coordinated and processed airlines schedule changes via chat/calls.
• Coordinated flight schedule changes for travelers, ensuring timely rebooking and smooth communication with airlines and clients.
• Ensured accurate system updates, passenger rebooking, and seamless communication with operations and customer service teams.
• Updated and verified flight schedule changes in airlines reservation systems (GDS), ensuing data accuracy and compliance with airlines policies.
• Managed flight schedule changes by assisting passengers with rebooking, alternative options, and timely notifications to maintain customer satisfaction.
• Developed strategic initiatives to enhance operational efficiency across departments.
• Handled real-time flight schedule updates using GDS systems (Amadeus/Sabre), and dealt important immediate cases with the airlines over call

Joined on 07th of March 2022, worked till 28th of Feb 2024. (Due to better opportunity and personal reasons)

• Oversaw daily customer service operations, ensuring high standards of service quality and efficiency.
• Mentored new team members on best practices in customer interaction and problem resolution.
• Developed training materials and conducted workshops to elevate team performance and service delivery.
• Implemented process improvements to enhance workflow and reduce response times for customer inquiries.
• Managed escalated customer complaints, driving resolutions that maintained brand loyalty and trust.
• Streamlined reporting processes using CRM software, improving data accuracy and accessibility for the team.
• Managed a team of customer service representatives, consistently achieving performance targets and goals.
• Worked mostly on American Airlines AAcorn tool system

Joined on July 10th, worked till February 28 (Misbehavior of a colleague)

• Customer Service Executive with 7 months experience in managing international travel bookings, clients inquiries, and itinerary customization.
• Basic knowledge in Amadeus, ensuring smooth coordination of flights, hotels, and visa processes while delivering top tier customer satisfaction.
• Resolved customer complaints, improving CSAT scores by 60%.
• Assisted Global passengers with ticket modifications, cancellations, and refunds.
• Worked with GDS tools for rebooking and fare comparison.
• Logged data accurately in CRM for future passenger interactions.