Sarthak Choudhary
Delhi
Summary
Customer Experience professional with 5.5 years of experience in airline and travel services. Specializes in end-to-end booking issue resolution, including changes, cancellations, and service recovery via phone and email. Delivers calm and empathetic support in high-volume environments while meeting quality and customer satisfaction goals. Experienced in supporting diverse customers across various shifts.
Overview
5
5
years of professional experience
Work History
Service Advisor
British Airways
Noida
01.2024 - Current
- Managed high volume of customer interactions via phone and email, ensuring accuracy, professionalism, and empathy.
- Took full ownership of customer issues from first contact to resolution, collaborating with internal teams for complex cases.
- Delivered end-to-end customer support for flight bookings, changes, cancellations, refunds, and baggage-related queries for individual and corporate customers.
- Assisted customers with loyalty accounts (Avios), special assistance requests, and schedule changes to enhance service experience.
- Applied airline policies and procedures consistently, ensuring compliance and safeguarding customer data.
- Met quality, productivity, and customer satisfaction KPIs in a fast-paced, global support environment.
- Facilitated revenue growth through relevant upgrades and add-on services while prioritizing customer experience.
Customer service representative
IGT SOLUTION PVT LTD
Pune
10.2020 - 11.2023
- Achieved monthly revenue target of $10,000 USD through effective sales strategies, upselling, and cross-selling of travel products.
- Delivered accurate information on flight schedules, fares, policies, and promotions, ensuring compliance with SLAs.
- Provided information on flight schedules, policies, and promotional offers, contributing to improved customer experience and satisfaction.
- Managed booking modifications, cancellations, refunds, and general service queries using CRM and ticketing systems
- Addressed customer inquiries on bookings and travel options, facilitating informed decision-making for customers.
Education
Bachelor - Computer Application
Chandigarh University
ChandigarhSenior secondary school certification -
Dav multipurpose public school
Sonipat, India 03.2011 - 03/2017
Skills
- Customer Experience & Service Recovery
- End-to-End Booking Issue Resolution
- High-Volume Contact Center Operations
- Phone & Email Customer Support
- CRM & Ticketing Systems
- Policy Adherence & Data Confidentiality
- Problem Solving & Decision Making
- Multicultural & International Customer Handling
- KPI-Driven Performance (Quality, CSAT, Productivity)
- Adaptability to New Tools, Processes & Feedback
Languages
Hindi
First Language
English
Advanced (C1)
C1
Timeline
Service Advisor
British Airways
01.2024 - Current
Customer service representative
IGT SOLUTION PVT LTD
10.2020 - 11.2023
Senior secondary school certification -
Dav multipurpose public school
03.2011 - 03/2017
Bachelor - Computer Application
Chandigarh University