Information Security Customer Service

Faisal Ansari Contact: +1-917-***-**** E-mail: **********@*****.***

PROFESSIONAL VALUE OFFERED

A Dynamic Case Manager with great leadership skills handling front end technical solutions with his expertise, along with excellent customer service skills having 3+ years experience of handling escalations, complaints, seeking a suitable position for better growth.

A dependable performer with a verifiable record in industry; possess unique knowledge & in-depth experience across all the various facets of travel solutions, client relationship management, optimized solutions to support corporate directives and improved services complemented by a passion for achieving high quality at work.

Knowledge of Computer Reservation Systems-CRS SABRE

An effective communicator with strong organizational, supervisory, mentoring, presentation & relationship management skills while maintaining high standards of personal performance and professionalism

KEY COMPETENCIES

Travel & Tourism Domain ~ Customer Service ~ Sabre CRS ~ Key Account Management ~ Operations Management ~ Administration/Liaison ~ Help Desk ~ Reservations & Ticketing ~ Problem Solving ~ Employees Relations ~ Team Building ~ Compliance Management

CAREER PROGRESSION

Midtown smoke shop 23rd July 2018 – till date

CONVERGYS GLOBAL SERVICES 17th Apr 2015 – 07th Feb 2017

Case Manager 01st May 2016 – 07th Feb 2017

Supervising a team, making them clear about the process, resolving doubts, investigating customer records, leading with maximum fulfillment and minimum escalation

Acting as an escalation gate to resolve critical issues of the team members.

Skills in conducting various training sessions for enhancing the performance and quality of service

Customer Support Officer 17th Apr 2015 – 30th Apr 2016

Dealt with complaints in accordance with the strict regulatory guidelines and resolve within agreed timeframes. Part of a team playing a vital role in ensuring that responses to all forms of customer contact or enquiry is maintained in order to achieve agreed service levels.

Liaised with customers directly and ensured that the nature of complaint is understood before responding, where appropriate. Took responsibility for the end to end process.

Identify the root cause of the complaint and make decisions on individual cases in line with company and regulatory guidelines and determined problem areas for customers.

Identify and raise any issues with existent process and recommend changes required to improve the company’s processes and customer experience. Report any information security incident, weakness or malfunction.

FOUNTAIN HOTEL 1st Oct 2014 – 31st Mar 2015

Cashier

Handling all daily operations including cashiering, Interaction with the Customers.

Maintain comprehensive knowledge including ingredients & equipments for appropriate adjustments to operations and establishing good working standards

Monitor daily food cost and act accordingly to reduce costs -Wastage kept to minimum

IBM DAKSH (SYNNEX CONCENTRIX) Jet Airways Department 18th Feb 2013 – 22nd Apr 2014

IBM DAKSH 18.02.2013 - 22.04.2014

Practitioner Band 3

Reservation Practitioner with strong knowledge in GDS Sabre system.

Checking availability, quoting fares and making international reservations for the passengers

Handled passenger’s travel related queries, providing customer service to the client as first priority.

Offer multiple airlines options according to customer’s preference

Advising customers about their flight timings.

Also worked on Itinerary changes on Sabre system.

ST. ANTHONY HIGH SCHOOL 4th Oct 2011 – 30th Oct 2012

Auditor

Maintaining files, Collecting Fees, Maintaining Vendor Records

Maintaining staff attendance. Also maintained cash book

STRENGTHS AND SKILLS

Good interpersonal skills

Ability to set effective priorities and implement decisions

Confident & Patient

Ability to deal with people diplomatically

Pleasing personality

Professional, accurate, cost effective travel arrangements for clients

Ability to resolve escalations

Comprehensive problem solving abilities and convincing skills

Great Customer Service Skills

Ability to interact with people of varied ages, levels and cultures

ACADEMIC CREDENTIALS

Bachelor of Commerce Vinayaka Mission University Sep 2014

GDS KNOWLEDGE & TRAVEL COURSES

Trained in SABRE

COMPUTER SKILLS

MS Office Suite of Applications

PERSONAL INFORMATION

Address: 88 – 08 Eliot Ave, Rego park, Queens, New york

Languages Known: English, Hindi, Spanish learning

Date of Birth: 30th March 1993

Marital Status: Married

Nationality: Indian

Declaration:

I hereby declare that the above-furnished details are true to the best of my knowledge.

Place: New york

Date: Faisal Iqbal Ansari

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