Sahil Alam
New Delhi
Summary
A dedicated customer care professional with almost three years of experience in the aviation industry, skilled in resolving complex customer queries with empathy and efficiency. Proficient in using ticketing systems, managing high-pressure situations, and ensuring customer satisfaction in diverse, multicultural environments.
Seal the Deal Statement:
"Passionate about delivering exceptional service, I thrive in roles where I can combine my problem-solving skills with a customer-first approach to create lasting positive experiences."
Overview
3
3
years of professional experience
Work History
Travel Associate
IGT Solutions
Gurgaon
05.2024 - Current
- Handling Involuntary Major and Minor Schedule changes done by the Airlines.
- Re-issuing and Re-validating the ticket when Required.
- Informing the passenger about the involuntary changes.
- Proposing the airline alternatives to the passengers.
- Finding out the best possible alternatives if Ailrines does not have.
Senior Customer Service Representative
Spice Jet Airlines
Gurgaon
01.2023 - 05.2024
- Mentored junior team members, contributing to their professional development and overall team success.
- Resolved customer issues using company processes and policies and provided updates to customers.
- Utilized CRM tools effectively for effecient tracking and reporting of customer interactions and outcomes.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
Customer Service Representative
Spice Jet Airlines
Gurgaon
02.2022 - 01.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managing high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company.
Education
Bachelor of Arts - English
Magadh University
04-2024
Commerce
National Public School-Gaya
02-2020
Skills
Core Customer Service Skills Technical & Organizational Skills Teamwork and CollaborationAdaptability and Resilience
Accomplishments
- Won Spiciest Trainee Award in Training Batch of Spice Jet.
- Won back to back Employee of the Month (Spicejet Ltd).
- Awarded with Best Employee at IGT solutions.
Timeline
Travel Associate
IGT Solutions
05.2024 - Current
Senior Customer Service Representative
Spice Jet Airlines
01.2023 - 05.2024
Customer Service Representative
Spice Jet Airlines
02.2022 - 01.2023
Bachelor of Arts - English
Magadh University
Commerce
National Public School-Gaya
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