Headline

BRITISH AIRWAYS | Customer Support Expert | Building Trust Through Service Excellence

About

Corporate travel and airline operations professional with 4+ years of experience supporting global travel operations, complex itinerary management, and customer service within fast-paced aviation environments. Skilled in corporate travel servicing, airline distribution, customer experience management, and travel operations across international markets. Experienced in GDS platforms including Amadeus, ticketing, fare rules, reissues, refunds, CRM systems, travel policy compliance, and SLA management. Recognised for delivering accurate problem resolution, operational efficiency, and high-quality customer support in high-volume environments. During my tenure at British Airways, I successfully managed 12,000+ customer queries and travel cases while maintaining a 95% first-contact resolution rate, high CSAT scores, and 90%+ SLA adherence. I was consistently recognised as a Top Customer Service Advisor and among the highest revenue contributors for delivering exceptional service performance and strong business results. I also contributed to process improvement initiatives that reduced operational inefficiencies by 15% and strengthened team knowledge consistency. Known for my integrity, empathy, and customer-first approach, I am passionate about creating positive customer experiences and building long-term client trust. Improved operational efficiency by 15% through process improvement initiatives and enhanced service consistency across teams. Recognised for delivering customer-focused support, strong communication, and effective problem-solving. Skilled in building positive client relationships and ensuring seamless travel experiences.

Location

Delhi

Work experience

Passenger Service advisor at British Airways, May 2022 - Present · 4 yrs 2 mos, Gurugram, Haryana, India

Customer Service Representative at Teleperformance, Sep 2019 - Mar 2022 · 2 yrs 7 mos, Gurugram, Haryana, India

Education

Bachelor of Arts - BA, Art/Art Studies, General, Swami Vivekanand Subharti University (SVSU), Meerut