Priya Gangan

• Having the primary responsibility for Frontline Customer Service, involving interdependence with IATA Global Delivery Centre at Singapore
• Effectively using IATA's Customer Relationship Management (CRM) tool (Salesforce.com) to be the point of contact for all of IATA's customers and stakeholders in India, Pakistan, Bangladesh, Sri Lanka, Nepal, and Bhutan including Passenger and Cargo Agents and Airlines in relation to Financial Settlement and Distribution Services
• Ensuring compliance with IATA Global Customer Service Standardized Operating Processes (SOPs) to deliver quality service with speed and efficiency
• Daily Follow up on pending /overdue payments, chasing different Airlines over phones to complete the E&F payments from Malaysia and Thailand
• To track self-performance and act responsibly towards the achievement of the overall team targets
• To Attract potential customers by answering product and service questions, and suggesting them information about products and services
• To handle customers’ complaints on time and suggest the best favorable answers to them
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.

1) Uploading weekly BSP and fortnightly CASS billing on Remittance and Settlement (DPC) software 'Citrix'.

2) Following up with Deutsche bank's processing centers, across India for cheque collection, lodgment, and dishonored status for reconciling agents' accounts and ensuring clearance of all shortages/discrepancies.

3) Conducting "Health check" of Instruments (cheques) and data entry of the same in the software.

4) Reporting cheques dishonored to IATA.

5) Reconciling cheques and electronic payments against agent billing and reporting excess/shortages to IATA.

6)Releasing Airline payout vouchers, payout letters, and payout letter details through the BSP link.

7) Dispatching demand drafts of the agents with negative billing.

1) Source and recruit candidates by using databases, social media etc

2) Screen candidate's resumes and job applications

3) Posting Job advertisements on job portals ( Naukri /Shine )

4) Conducting telephonic interviews with the selected candidates.

4) Act as a point of contact and build influential candidate relationships during the selection process

5) Follow up with the recruiting companies and the candidates until the joining process is completed.