Pooja Azad
Senior Sales Support
Summary
Accomplished Senior Sales Support Associate at Air India Head Quarter, adept in problem-solving and fostering team collaboration. Enhanced customer satisfaction and improved process efficiency through innovative solutions and strong communication skills. Mentored junior staff, significantly reducing turnaround time, demonstrating adaptability, and a results-driven approach.
Overview
10
10
years of professional experience
2
2
Languages
Work History
Senior Sales Support Associate
Air India Head Quarter
06.2023 - Current
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Developed strong relationships with clients through consistent follow-ups on outstanding issues, ensuring timely resolutions and ongoing communication updates.
- Improved overall customer experience by proactively identifying areas for process improvement within the support department.
- Collaborated effectively with cross-functional teams to address complex customer issues and achieve positive outcomes.
- Served as a reliable point of contact for internal departments, sharing expertise on product features, functionalities, and customer support best practices.
- Managed multiple tasks simultaneously while maintaining composure during high-volume periods or challenging calls.
- Played an instrumental role in updating and maintaining the company''s knowledge base to ensure easy access to accurate and current information for both customers and support staff.
- Assisted in training new hires, sharing best practices, and fostering a team-oriented environment focused on delivering excellence in customer service.
- Efficiently navigated company CRM systems to document case details accurately for tracking purposes and future reference.
- Monitored system performance to identify potential issues.
Senior Executive
Make My Trip
12.2020 - 06.2023
- Conducted regular meetings with team to discuss issues, concerns and updates.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Mentored junior staff members for accelerated career growth, developing future leaders within the organization.
- Introduced new methods, practices, and systems to reduce turnaround time.
Senior Travel Consultant
American Express GBT
04.2019 - 11.2020
Team Leader
InterGlobe Technology Quotient
07.2014 - 04.2019
Education
Kendriya Vidyalaya
New Delhi, IndiaHigh School Diploma -
Airforce Vocational College
Race Course New Delhi 04.2001 -
Bachelor of Arts - ARTS
Arni University
Himachal 04.2001 -
Skills
Problem-Solving
Timeline
Senior Sales Support Associate
Air India Head Quarter
06.2023 - Current
Senior Executive
Make My Trip
12.2020 - 06.2023
Senior Travel Consultant
American Express GBT
04.2019 - 11.2020
Team Leader
InterGlobe Technology Quotient
07.2014 - 04.2019
High School Diploma -
Airforce Vocational College
04.2001 -
Bachelor of Arts - ARTS
Arni University
04.2001 -
Kendriya Vidyalaya
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