Customer Service Administrative Assistant

SOPHIE L LHUNGDIM

DOHA QATAR

+974******** **************@*****.***

Knowledgeable and dedicated customer service and back end professional with extensive experience

in airlines and Customer Service/IT industry. Solid team player with outgoing, positive demeanor and

proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and

contribute to company success. Specialize in quality, speed and process optimization. Articulate,

energetic and results-oriented with exemplary passion for developing relationships, cultivating

partnerships and growing businesses.

Passionate about promoting lasting customer satisfaction by delivering top-notch service and

unparalleled support. Effectively drives revenue with skilled promotional and problem-solving abilities.

SKILLS

© Computer skill - MS Word, MS Excel © Quick learner

e Analytical thinking e Excellent interpersonal, written and oral

e Adaptable and Flexible communication skills.

WORK HISTORY

Qatar Airways

Cabin Crew // Doha, Qatar // December 2014 to March 2021

¢ Followed company regulations and rules to promote safe environment for travelers and

employees.

¢ Demonstrated proper use of safety equipment, including seatbelts to inform and educate

passengers prior to takeoff.

e Attended workshops and trainings in customer service, conflict resolution tactics and safety

procedures to keep abreast of all new requirements and procedures.

e Served beverages and food items from refreshment cart and provided information about in-flight

offerings to passengers.

© Maintained firm yet positive attitude when dealing with distressed passengers, working to provide

information about connecting flights, calm fears and provide secure environment.

e Drove passenger satisfaction by answering questions and providing solutions to issues arising

during flights promptly.

Reassured and comforted passengers during turbulent flights and unavoidable delays.

Answered passengers’ questions and provided solutions to issues arising during flights.

Tata Consultancy Services

Business Analyst & Claims Examiner // Mumbai, Maharashtra // July 2009 to March 2014

e Established online configuration knowledge base to support functionality by developing robust

system application overview.

e Achieved successes in automation by analyzing claim operations, data and system issues to

identify discrepancies for troubleshooting and corrective action.

e Reviewed files, records and other documents to obtain business information and key data

informing responses to development requests.

Created workflow diagrams and clearly demonstrate processes and timelines.

Analyzed key aspects of business to evaluate factors driving results and summarized into

presentations.

e Assessed impact of current business processes on users and stakeholders and evaluated

potential areas for improvement.

Prepared summaries of damage, payments and policy coverage.

Conducted day-to-day administrative tasks to maintain information files and process paperwork.

Verified insurance claims and determined fair amount for settlement.

Reviewed new files to determine current status of injury claim and to develop plan of action.

Examined photographs and statements.

Researched claims and incident information to deliver solutions and resolve problems.

EDUCATION

Bachelor Of Arts - English Honours

Manipur University // Manipur // May 2005

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