Sahil Kushwaha

Process : American Airlines

Key Responsibilities:

• Managing customer' cases in regard to Luggage claims during their air travel across the globe through American Airlines.
• Working as a Team to ensure all key matrices meet while handling customers' queries.
• Resolved escalated customer complaints in a timely manner.
• Maintained accurate records of all customer interactions in CRM system.
• Tracked their lost luggage during travel through shipping companies' websites until they reached their destination.
• Referred unresolved customer grievances to designated departments for further investigation.
• Maintained accurate records of all transactions related to processes in accordance with company guidelines.
• Reviewed customer feedback surveys and implemented necessary changes based on results.
• Provided technical support to customers via phone, email, and chat.

• Responded to 120+ phone calls daily and greeted them courteously as the company's first point of contact
• Provided professional customer service and accurate information on every call
• Resolved pending customer issues based on repeated telephone calls and informed them about self-service options by reaching out to various platforms like WhatsApp, miss call service, web inquiry, etc
• Worked on open channels by making outbound calls (150+calls daily)
• Focused on customer satisfaction by giving reassurance to customers along with empathy as well; expecting the end resolution should be provided to customers.
• Provided timely updates on status of requests and issues reported by customers.

• Worked in the sales and marketing team
• Counseling students to realize how Byju's can help them learn better
• Mentored many students and helped them to learn not just for exams by way beyond
• Have been one of the top trainees
• Managed to generate good revenues for the company.
• Developed and implemented strategies to increase sales and market share.
• Conducted research on potential customers, competitors, and industry trends.