Pavan Jangid

Somnath Nagar Wadgaon Sheri Pune, **1014

adyl3r@r.postjobfree.com / 706-***-****

Objectives

Highly motivated and customer-oriented professional with One year and One month of experience in the Business Process Outsourcing (BPO) industry as a Process Associate. Seeking a challenging position in a reputable company where I can utilize my skills and contribute to the growth and success of the organization.

Experience

Process Associate at Air India Process

IGT Solutions Pvt. Ltd. Pune

International Inbound Process Associate (3 Months)

• Calls handling

• Customer support

• Staff ticketing

• Ticketing related queries

Promoted to handle Client and Customers Escalations (6 Months)

• Handled major escalations and critical scenarios over calls and emails

• Handling inbound and outbound calls from international customers.

• Providing assistance, support, and information to customers regarding products or services.

• Resolving customer inquiries, complaints, or issues effectively and efficiently.

• Maintaining accurate and detailed customer records.

• Adhering to quality and productivity standards set by the company.

• Following communication scripts and procedures as required. Promoted to handle IRROP’s Outcalls (4 Months)

1. Flight Rebooking:

• Assisting customers in rebooking their flights in the event of cancellations, delays, or other disruptions.

• Understanding and applying airline policies, procedures, and fare rules to provide appropriate rebooking options.

• Finding alternative flights, routes, or airlines to accommodate customer travel plans.

• Providing information on available flight options, including schedules, seat availability, and fare differences.

• Processing flight changes, issuing new tickets, and updating customer reservations accurately and efficiently.

2. Customer Assistance and Communication:

• Handling inbound calls, emails, or chat interactions from customers affected by flight disruptions.

• Providing empathetic and courteous customer service while addressing concerns and inquiries. 2

• Offering reassurance, guidance, and updates on the status of their flights.

• Communicating changes in flight schedules, departure times, or airport operations to customers.

• Resolving customer issues, complaints, or requests related to flight irregularities. 3. Operational Support:

• Collaborating with airline staff, such as airport operations, crew scheduling, and maintenance, to coordinate rebooking efforts.

• Liaising with other departments within the airline or BPO to gather necessary information or resolve customer issues.

• Monitoring flight status updates, weather conditions, and other factors affecting flight operations.

• Initiating proactive measures to mitigate the impact of flight disruptions, such as offering rebooking options in advance.

• Adhering to airline and industry regulations, including data protection and privacy policies. 4. Documentation and Record-Keeping:

• Maintaining accurate and detailed records of customer interactions, including rebooking details, preferences, and special requests.

• Updating customer profiles and reservation systems with relevant information.

• Documenting any special assistance required by passengers, such as wheelchair services, dietary restrictions, or visa requirements.

• Generating reports and providing data analysis on flight disruptions, customer feedback, and operational performance.

5. Multitasking and Prioritization:

• Handling multiple customer interactions simultaneously while ensuring each customer receives appropriate attention.

• Prioritizing tasks based on urgency, flight departures, customer needs, and operational constraints.

• Managing time effectively to meet service level agreements and response time targets.

• Adapting quickly to changing situations, resolving issues promptly, and making decisions in fast- paced environments.

Roles and Responsibilities

• Assisted customers in resolving their inquiries, complaints, and providing product information via phone, email, and live chat

• Maintained a high level of professionalism, empathy, and patience while handling customer concerns

• Effectively communicated with customers to understand their needs and provide appropriate solutions in a timely manner

• Utilized company's CRM system to accurately document customer interactions, issues, and resolutions

• Collaborated with cross-functional teams to escalate complex issues and ensure prompt resolution

• Achieved and consistently exceeded monthly performance targets, including customer satisfaction ratings, response time, and first call resolution rate

• Participated in training sessions to enhance product knowledge and improve customer service skills 3

Education

Qualification Board / University Year

Diploma in Hardware Engineering Mumbai 2021

B-Com Amaravati University 2018-21

12th Amaravati Board 2016-17

10th Amaravati Board 2015-16

Communication

• Excellent communication skills, both verbal and written, with a strong command of the English language

• Proficient in handling customer inquiries, complaints, and providing exceptional customer service

• Strong problem-solving and decision-making abilities to resolve issues effectively

• Ability to multitask and work efficiently in a fast-paced environment

• Familiarity with BPO processes, systems, and software

• Effective time management and organizational skills

• Proficient in using Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) Additional Information:

• Fluent in English and Hindi

• Strong interpersonal skills and ability to work effectively in a team environment

• Adaptable and quick learner, open to new challenges and opportunities

• Detail-oriented with a high level of accuracy in data entry and documentation

• Willing to work in flexible shifts and extended hours, as required by the company Technical Skills

• Expertise in the usage of Microsoft Office tools and Family MS Word, MS- Excel, MS Power point.

• Expertise in using search engine tools and Internet.

• Experience of Salesforce.

• Experience in Amadeus Application.

• Experience Cisco

4

PERSONAL PROFILE

• Name : Pavan Jangid

• Date Of Birth : 30/06/2000

• Father Name : Bhavarlal Jangid

• Permanent Address : At. Green Park Pusad Near Jagadamba Mata Mandir, Pusad Tq. Pusad Dist. Yavatmal Pin Code : 445204

DECLRATION

• I hereby declare that all information given above is true and correct to the best of my knowledge. All the information shared in the resume is correct, and I take full responsibility for its correctness, I solemnly declare that the information in this resume is true to the best of my knowledge and belief. Date: - Pavan Jangid

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