Sudheesh Parassery
Palakkad
Summary
Proven leader in customer support, adept at driving customer satisfaction through exceptional service and efficient problem-solving. At Last minute.com, I spearheaded initiatives that enhanced travel experiences, leveraging skills in GDS and communication. Achieved significant improvements in service quality, demonstrating adaptability and a commitment to excellence. Skilled in navigating complex technical environments with a solid background as a Computer User Support Specialist. Possess strong troubleshooting capabilities and adept at providing solutions to enhance system functionality and user satisfaction. Demonstrated ability to communicate effectively with users, ensuring understanding and proper use of software and hardware. Improved help desk response times and user experience through proactive support and training initiatives.
Overview
4
4
years of professional experience
Work History
Customer Support Agent
Last minute.com
Bangalore
04.2022 - Current
- Experienced back-office contributor with a proven track record of orchestrating seamless travel experiences.
- Adept at designing personalized itineraries, negotiating with vendors, and ensuring exceptional customer satisfaction.
- Strong leadership skills, with the ability to mentor and guide junior agents.
- In-depth knowledge of travel regulations, destination specifics, and industry trends.
- Handling baggage services, voluntary change, involuntary change, voluntary cancellation, pre-travel claims, supervisor claims, NDC, LC, GDS Amadeus, and flight-only dynamic packages.
- Investigated complex customer issues and provided the resolutions.
- Handling the supervisor queue and auditing for agents, filing score cards.
- Chat, email, outbound calls, and sales calls.
- Provided feedback on ways to improve the quality of service provide
- Assisting passengers with no booking on arrival issues.
- Working on pre-travel claims issues for more than 2 years.
Customer Advisor
Reliance smsl
10.2020 - 01.2022
- Dedicated Customer Advisor with a proven track record of delivering exceptional service and fostering positive client relationships.
- Skilled in understanding customer needs, resolving inquiries, and providing tailored solutions.
- Strong communication and problem-solving abilities, coupled with a commitment to ensuring customer satisfaction.
- Adept at working in fast-paced environments and collaborating with cross-functional teams to enhance the overall customer experience.
- Handle customer inquiries, answering any questions and queries in person.
- Computer skills, and build relationships with customers.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Updated records in the CRM system for accurate tracking of customer interactions.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Resolved customer complaints and escalated issues as necessary.
Education
MASTER OF BUSINESS ADMINISTRATION - Travel And Tourism
Kerala Institute of Travel And Tourism Studies
Kerala01.2020
BACHELOR OF COMMERCE - Travel And Tourism
Ideal Campus of Education
01.2018
Skills
- Decision-making
- Problem solving
- Communication
- GDS
- LC
- NDC
- Adaptability
- Negotiation
- Technical skills
- Time management
- Teamwork
- Leadership
- CRM software
- Complaint handling
- Data management
- Customer service excellence
- Application support
- Service desk support
- Multitasking and prioritization
- Ticketing systems
- Problem-solving abilities
Accomplishments
LEAN SIX SIGMA YELLOW BELT
References
Beena shylvia, Last-minute.com, Quality Assurance, beena.shylviai@lastminute.com, 90369 86188
Timeline
Customer Support Agent
Last minute.com
04.2022 - Current
Customer Advisor
Reliance smsl
10.2020 - 01.2022
MASTER OF BUSINESS ADMINISTRATION - Travel And Tourism
Kerala Institute of Travel And Tourism Studies
BACHELOR OF COMMERCE - Travel And Tourism
Ideal Campus of Education
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