SONAM RANA
New Delhi
Summary
Dynamic professional with a proven track record at Pearson India, excelling in customer relationship management and operations. Mastered grievance resolution and team leadership, enhancing service delivery by analyzing feedback for continuous improvement. Skilled in CRM software and fostering effective communication, I consistently achieve high customer satisfaction rates.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Administrator
Pearson India Education Services Private Limited
09.2020 - Current
- Assisted with product refunds, order cancellations, exam scheduling and rescheduling and other related tasks.
- Ensuring a solution is delivered within 48 hours.
- Trained and experienced in managing payments and refunds on an eCommerce platform.
- Created WFM reports on daily, weekly and monthly basis regarding employee attendance, payroll information.
- Responsible for verifying the identity of test takers, providing instructions to students, and ensuring the security of exams.
- Collaborating with business partners to drive greater success.
- Managing both B2B and B2C processes effectively.
- Answered customer inquiries via phone, email, and chat.
- Provided technical support to customers via phone, email, and web chat.
- Performed troubleshooting steps to diagnose and resolve system issues quickly.
- Developed strategies to improve the quality of services based on analysis of customer feedback data.
- Ensured compliance with company policies and procedures when dealing with customers.
- Answered customer inquiries and resolved customer issues in a timely manner.
- Maintained detailed records of customer interactions, complaints, comments, and inquiries in the database.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
International Sales Agent - Airport Operations
United Airlines
Delhi
10.2016 - 12.2019
- Supervised airfield operations, including arrivals, departures, and fueling, involve identifying and addressing concerns promptly.
- Responded to emergent situations regarding flight operations or medical issues to quickly identify concerns, provide support and transport personnel and passengers away from critical scenes.
- Performed security checks on luggage and passengers as per standard safety protocols.
- Coordinated with air traffic control, civil engineers, and command posts to support airfield management activities.
- Guided passengers through customs clearance processes when needed.
- Created and maintained flight and events logs, aircrew flying records and records of incoming and outgoing flights.
- Conducted inspections of airport property and perimeter to maintain controlled access to airfields.
- Provided customer service to travelers by answering questions and addressing complaints.
- Managed various administrative tasks related to airline operations including ticketing, reservations, seating assignments.
- Facilitated communication between pilots and ground personnel during takeoffs and landings.
- Moved baggage to load and unload aircraft.
- Maintained records of flight arrivals and departures from the airport terminal.
- Developed and implemented training programs for operations staff.
- Ensured compliance with organizational policies related to safety standards.
- Dedicated and skilled trainer with a solid track record in developing and leading successful training programs.
- Exposure in client servicing, process operations, and experience in implementing procedures for business excellence; received multiple training sessions in the USA on Global Service/Premium Services of customer and baggage handling from Disney World, Orlando.
Senior Customer Service Agent - Dedicated to United Airlines
Bird Worldwide Flight Services
Delhi
09.2013 - 03.2016
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
- Educated customers about products, pricing and policies to address and resolve issues.
- Reviewed customer feedback surveys to identify areas of improvement in the organization's services.
- Tag the customer's baggage to their final destination.
- Verifying the passenger's travel documents, such as a visa or other required paperwork.
Education
Bachelor Of Education -
MDU University
12.2022
B.A. -
Delhi University
12.2016
TTAH -
YMCA
Delhi12.2013
12th -
NIOS
12.2011
10th -
NIOS
12.2009
Skills
- Customer Relationship Management
- Team Management
- Grievance Management
- Reporting & Documentation
- Operations Management
- Training Coordination & Management
- Liaison & Coordination
- SLA Management
- Team-Leader
- Problem Solver
- Innovator
- Communicator
- Troubleshooting
- Inbound call answering
- CRM software
- Follow-up skills
- Escalation management
- Payment processing
- Telephone etiquette
- Complaint handling
- Data management
- Corporate policies
- Organization and recordkeeping
Officialemail
sonam.rana@pearson.com
Languages
- English
- Hindi
Organizationalachievementsandtrainings
- Certified in providing classroom trainings and amenities management.
- Cleared training on BOLT for baggage handling.
- Cleared Custom and Border Protection (CBP) security training for United Airlines Inc.
- Cleared Documents Checking Training by CBP trainer Mr. Timothy J. Ayers and Mr. Robertson Tongbra (Embassy of the United States of America)
- Received Training in Visa Classifications and Documents Check from Transportation Security Administration, USA
- Trained in Weight and Balance of the Aircraft from Cleveland, USA
- Trained in Ticketing from United Reservations.
- Trained in Global Service/Premium Services from Disney World, Orlando, Florida, USA
Personal Information
- Location Preference: Delhi / NCR
- Date of Birth: 01/14/93
Affiliations
- Initiated a visit to "Chahat Special School," a school for underprivileged and differently-abled children, and contributed helpful donation items to support their needs.
- Took part in the She++ Program, focused on Women in Technology.
- Served as an organizer for She++ meetings and programs.
Accomplishments
- Nominated for a successful visit and contributions to support specially-abled children at "Chahat Special School."
- Appreciated by candidates and business partners for promptly addressing and resolving issues.
- Commended by leaders for completing assigned projects ahead of schedule.
Certification
· Cleared Custom and Border Protection (CBP) security training for United Airlines Inc.
· Cleared Documents Checking Training by CBP trainer Mr. Timothy J. Ayers and Mr. Robertson Tongbra (Embassy of the United States of America)
· Received Training in Visa Classifications and Documents Check from Transportation Security Administration, USA
· Trained in Weight and Balance of the Aircraft from Cleveland, USA
· Trained in Ticketing from United Reservations.
· Trained in Global Service/Premium Services from Disney World, Orlando, Florida, USA
Timeline
Customer Service Administrator
Pearson India Education Services Private Limited
09.2020 - Current
International Sales Agent - Airport Operations
United Airlines
10.2016 - 12.2019
Senior Customer Service Agent - Dedicated to United Airlines
Bird Worldwide Flight Services
09.2013 - 03.2016
· Cleared Custom and Border Protection (CBP) security training for United Airlines Inc.
· Cleared Documents Checking Training by CBP trainer Mr. Timothy J. Ayers and Mr. Robertson Tongbra (Embassy of the United States of America)
· Received Training in Visa Classifications and Documents Check from Transportation Security Administration, USA
· Trained in Weight and Balance of the Aircraft from Cleveland, USA
· Trained in Ticketing from United Reservations.
· Trained in Global Service/Premium Services from Disney World, Orlando, Florida, USA
Bachelor Of Education -
MDU University
B.A. -
Delhi University
TTAH -
YMCA
12th -
NIOS
10th -
NIOS
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