Saqlain Ahmed
Eservice Agent
Bangalore,Karnataka
Summary
Experienced associate with 2+ years of experience in ecommerce field with proven track record of assisting guests on website related issues.Following up on communications to maximizing the sales potential of discovered opportunities.Outbound sales call to the assigned account base - outbound calls to follow up on every quote, every contact in regards to sales globally.
Overview
5
5
years of post-secondary education
2
2
years of professional experience
Work History
Eservice Agent
Dnata International pvt ltd-Etihad Airways
09.2020 - Current
- Monitor website related issues, web payment failures, pricing errors through queues and emails.
- Working on assigned KPI's and ensuring all the reservations created on website are confirmed.
- Ensuring all the website related issues are effectively resolved and completing SLA's on given time frame.
- Collecting payments and to regularly check payment portals such as payfort to confirm payment status.
- Actioning escalations cases generated through website by emails.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Working with a team of individuals having the authority to assist the customer escalations, management level pricing approval and collaborate on quotes/orders and customer issues.
Travel Assistant
Dnata International pvt ltd-Etihad Airways
07.2019 - 09.2020
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
- Assisted guests with obtaining information about tours and destinations.
- Informed guests of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Helped plan out accommodations and transportation for individual, couple and family clients.
Education
MBA -
Jain University
Race Course Road 08.2017 - 05.2019
BBA -
Bangalore University
Hosur Road 07.2014 - 05.2017
Skills
Teamwork
Product Knowledge
Customer service skills
Problem Solving skills
Active Listening
Time Management
Timeline
Eservice Agent
Dnata International pvt ltd-Etihad Airways
09.2020 - Current
Travel Assistant
Dnata International pvt ltd-Etihad Airways
07.2019 - 09.2020
MBA -
Jain University
08.2017 - 05.2019
BBA -
Bangalore University
07.2014 - 05.2017