Pooja Gupta
Customer Service Associate
253, Platinum Heights, Sector 18 B, Dwarka, New Delhi
Summary
Self-motivated professional successful in seizing viable opportunities for expansion and innovation in business. Background in increasing profits, reducing costs and transforming customer service standards.
Overview
16
16
years of professional experience
8
8
years of post-secondary education
2
2
Languages
Work History
Associate
INK IT Solution Pvt Ltd
08.2024 - Current
- Deputed at NTT Data, Gurgaon
- Working in a Hotel Rate Loading process
- Hands-on experience with GDS such as Amadeus, Worldspan, Galileo and Sabre
- Working Knowledge of Cvent Transient, Sabre CR, Macros for Hotel Rate loading, and SF.com for ticket tracking
- Resolving the client and team queries different scenarios within the process
- Consistent performer with highest productivity and quality with in the process
- Bestowed with the responsibility of Quality Check for the cases processed by the other team members
Founder & Owner
The Breakfast Company
08.2019 - Current
- Started my own venture into food industry making Indian sweet delicacies such as Kheer
- During Covid 19 started with tiffin services
- May’22 opened my own restaurant in Gurgaon
- Apr’23 ventured into the catering side of the business and still running it successfully
Administrator
MBS School of Planning
08.2018 - 08.2019
- Coordinating with communications with I.P University, financial processing, registration, recordkeeping, and other administrative functions such as: University's exam related work, Daily implementation of Time table, with all core and visiting faculty members etc
Examination & Academic Coordinator
JIMS, Kalkaji, JIMS
07.2013 - 07.2018
- Optimized classroom transitions while encouraging and reinforcing student instruction and liaising with administration department leaders.
- Promoted program courses, activities and accomplishments, both internally and externally, to boost recruitment and retain diverse student body.
- Increased parent satisfaction through superior IEP meetings and family conferences to improve parent-child bonding skills.
Network Operations
OR Global
04.2009 - 07.2012
- Joined as Customer Executive in Apr’09 and was promoted to Network Operation Center in Aug’09
- Responsible for managing Engine Service Desk.
Maintaining Daily Issue logs through Manage Engine service desk. - Generating technician issues reports which showing issues handle per-technician.
- Co-ordinating with outstation technician located at USA & Canada.
- Handling E-Mail issues through Mail watch.
Working on Mitel Controller for airline call routing/Mitel Timing Change/LA & CHI Major AlaramCheck or any other change taking place. - Handling 20 airlines for system configuration & troubleshoot and coordinating with principals
- Providing remote support to US and Canada.
- Handling Barracuda to provide the users, so that they can use Globe Track, GroupWise, Globe Track Web Portal, for the users of North America.
- Handling 6110CCM Reporting System and checking the Backups on servers for our office & LA office.
Education
B.Com -
University of Delhi
05.2005 - 07.2008
Diploma - HOLISTIC HEALTH & FITNESS
SOUTH DELHI POLYTECHNIC
04.2003 - 03.2005
Diploma - COMPUTERS
BABA SAHIB AMBEDKAR
04.2006 - 03.2007
Diploma - Aviation and Hospitality
Air Hostess Academy
04.2007 - 03.2008
XII CBSE -
CBSE
04.2001 - 03.2002
Skills
Microsoft Office (Word, Excel and PowerPoint) and Internet Applications
MS office
Computer skills
Problem-solving abilities
Time management
Team collaboration
Customer service
Adaptability and flexibility
Attention to detail
Work Planning and Prioritization
Task prioritization
Product knowledge
Process improvement
Languages
Intermediate,3,Upper intermediate,4
Timeline
Associate
INK IT Solution Pvt Ltd
08.2024 - Current
Founder & Owner
The Breakfast Company
08.2019 - Current
Administrator
MBS School of Planning
08.2018 - 08.2019
Examination & Academic Coordinator
JIMS, Kalkaji, JIMS
07.2013 - 07.2018
Network Operations
OR Global
04.2009 - 07.2012
Diploma - Aviation and Hospitality
Air Hostess Academy
04.2007 - 03.2008
Diploma - COMPUTERS
BABA SAHIB AMBEDKAR
04.2006 - 03.2007
B.Com -
University of Delhi
05.2005 - 07.2008
Diploma - HOLISTIC HEALTH & FITNESS
SOUTH DELHI POLYTECHNIC
04.2003 - 03.2005
XII CBSE -
CBSE
04.2001 - 03.2002
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