Open To Work
Rima Malick
Kolkata
Work Preference
Summary
To pursue challenging career in progressive a progressive environment where learning, innovation and creativity are encouraged and my skill set can reach to their maximum potential to contribute in the overall growth and development of the organization.
Overview
10
10
years of professional experience
Work History
Customer Service Agent (commercial)
Qatar Airways
Ahmedabad
12.2024 - Current
- Achieved highest customer satisfaction (c-sat) scores by providing exceptional service on calls.
- Handled passenger complaints with empathy and professionalism, ensuring satisfaction.
- Managing advance ticketing and reservation on Altea Reservation desktop (Amadeus).
- First issue and re-issue of tickets, EMD and travel vouchers to the customers on the call.
- To reissue and recalculate fares for customers changing itinerary.
- Handled involuntary scenarios to reissue tickets due to planned schedule changes and flight cancellations.
- Managed refund and cancellation queries for both voluntary and involuntary scenarios.
- Escalating the matter of missing baggage, OK-To-Board and denied boarding to the relevant teams.
Sr. Representative
Concentrix
Kolkata
03.2023 - 12.2024
- Co-ordinate with passengers related to travel enquiry, identify customers' needs, provide resolutions or alternatives.
- Co-ordinate with passengers related to travel enquiry, identify customers needs, provide resolutions or alternatives.
- Maintained up-to-date knowledge of products, services, pricing plans, promotions.
VIP Consultant
Shaadi.com
Kolkata
12.2021 - 02.2023
- Managed elite customer profiles to identify suitable matches. with elite customer profiles to find their match.
- Collaborated with clients to clarify matrimonial needs and preferences.
- Guided clients in navigating platform to enhance user experience and satisfaction.
- Had to deal with elite customers profiles to find their match.
Web Consultant
Webee IT Services pvt Ltd
Kolkata
06.2019 - 12.2021
- Selling websites to small and medium sized businesses.
- Conducted website audits to identify usability issues and recommend improvements.
- Collaborated with clients to define web project requirements and specifications.
- Selling websites to small and medium size businesses.
Executive
MANFRED INFOTECH PVT. LTD
Kolkata
02.2017 - 03.2019
- Maintained customer relationships through a systematic approach to identify needs in the education field.
- Managed operations in an international contact center, ensuring effective communication and support for diverse customer inquiries.
Education
Diploma in Electronics and Telecommunication Engineering - Electronics and Telecommunication Engineering
Women's Polytechnic
KolkataH.S Examination -
Banipith girls higher secondary school
Madhyamik Examination -
Banipith girls higher secondary school
Skills
- Willingness for teamwork and collaboration
- Hospitable and service oriented cultural awareness
Languages
- Fluent and proficient in English language.
- Proficient in Hindi language.
- Native speaker of Bengali language.
Technical skills
- Trained on Altea Reservation Desktop-Amadeus
- Trained on Travelport (Galileo) and spark
- Microsoft office
Personal Information
- English
- Hindi
- Bengali
Timeline
Customer Service Agent (commercial)
Qatar Airways
12.2024 - Current
Sr. Representative
Concentrix
03.2023 - 12.2024
VIP Consultant
Shaadi.com
12.2021 - 02.2023
Web Consultant
Webee IT Services pvt Ltd
06.2019 - 12.2021
Executive
MANFRED INFOTECH PVT. LTD
02.2017 - 03.2019
Diploma in Electronics and Telecommunication Engineering - Electronics and Telecommunication Engineering
Women's Polytechnic
H.S Examination -
Banipith girls higher secondary school
Madhyamik Examination -
Banipith girls higher secondary school