SUFIYAN ALAM
New Delhi
Summary
A hardworking & result oriented professional with a successful career spanning over 8 years which includes a dynamic experience in customer handling, team management, operations, accounts management, training and development throughout any process cycle and willing to pursue a career in the customer oriented operations in division of any company.
Overview
9
9
years of professional experience
Work History
Senior Customer Service Representative
Belvilla holiday homes ( Oyo vacation homes and resorts)
New Delhi
12.2021 - 01.2025
- Managed customer conflicts and challenging situations through emails and accessing internal knowledge-bases to develop strategic solutions.
- Delivered top quality control, eliminating downtime and maximising revenue.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Monitored customer feedback surveys to identify areas of improvement.
- Coordinated with Belvilla partners to clarify the customers’ issues.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Coordinated with property owners to understand the guests issues properly and to give them satisfactory service.
- Coordinated with finance to adjust invoices and recover additional costs from customers.
- Retained customers by offering strategic discounts, reducing cancellations and boosting rebookings.
- Coordinated with Booking.com team, Expedia and Dancenter team to understand issues and answer the guest’s queries.
- Completed day-to-day duties accurately and efficiently.
Associate Manager
Rapido Bike Taxi
04.2019 - 11.2021
- Company Overview: Roppen Transport Pvt
- Ltd
- Managing the PnL of B2C & B2B business and directly responsible for supply operations and onboarding the supply and resolving their issues
- Collaborating with different stakeholder for BTL marketing activity
- Evaluating driver partner economic and strategic costs and benefits of driver strategies
- Managing a team of 4 Business operations executives and 120 active riders
- Inspecting the levels of business supplies and raw material to identify shortages
- Roppen Transport Pvt
- Ltd
Process Associate Operations
IndiGo Airlines
03.2018 - 03.2019
- Being a process associate, I would resolve passengers' queries regarding the company's policies
- Resolving queries regarding Baggage, ticketing and cancellations policies
- Compensating the customers for their lost things while travelling or at the Airport
- Communicating with the Airport team for further clarification to resolve any lost and found cases
- I worked at the back office, providing assistance to customers through calls and emails
Delivery Ops Associate
FoodPanda Food Delivery Services
07.2016 - 02.2018
- Company Overview: Pisces Eservices Private Limited
- Reviewing the consent, documents & data submitted by the client
- Coordinating with delivery executives for proper order deliveries
- Taking care of delivery executives' issues
- Training to field executives to inspect delivery executives
- Coordinating with restaurant vendors for quick order preparation
- Restaurant onboarding and Catalog management
- Meeting Restaurant owners and resolving queries
- Pisces Eservices Private Limited
Education
B.sc -
Shobhit University
MeerutMBA -
Subharti University
MeerutSkills
- Problem Solving
- Adaptability
- Collaboration
- Strong Work Ethic
- Time Management
- Critical Thinking
- Handling Pressure
- Team Management
- G-suite
- MS- Office Tools
Hobbies and Interests
- Reading
- Playing Cricket
Languages
- English
- Hindi
Languages
English
First Language
Hindi
Beginner
A1
Timeline
Senior Customer Service Representative
Belvilla holiday homes ( Oyo vacation homes and resorts)
12.2021 - 01.2025
Associate Manager
Rapido Bike Taxi
04.2019 - 11.2021
Process Associate Operations
IndiGo Airlines
03.2018 - 03.2019
Delivery Ops Associate
FoodPanda Food Delivery Services
07.2016 - 02.2018
B.sc -
Shobhit University
MBA -
Subharti University
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