Keshav Dawar
Birmingham
Summary
A highly motivated and reliable with over a eight years of experience in a variety of customer service departments. Focused on providing a first class customer experience and resolving queries, complications or issues that may arise. An excellent communicator with a confident telephone manner and a natural affiliation to customer needs. An enthusiastic approach combined with a genuine warmth and dedication to customer satisfaction with the knowledge of different GDS and CRM.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
IGT Solutions Pvt Ltd (Egencia Process)
04.2022 - 05.2025
- Handling billing queries related to bookings with the help of GDS (Amadeus, Sabre, Galileo) with different communication methods (Salesforce, chat and call).
- Utilized CRM software for accurate record-keeping and easy access to pertinent client information during calls.
- Provided backup support during peak periods, staff shortages to ensure seamless service delivery to clients at all times.
- Assisting customer in order to make new bookings. making changes to existing bookings, cancellations, handling escalations.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Mentor and support junior representatives, providing guidance on challenging customer inquiries.
Senior Customer Service Representative
Teleperformance Global Services Pvt Ltd (Carlson)
10.2018 - 03.2022
- Resolving complex customer issues, complaints and inquiries efficiently and professionally.
- Handling flight and hotel exchange queries with the help of GDS (Amadeus, Galileo and Sabre).
- Assisting clients on inbound calls for flight and hotel ancillaries.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
Customer Service Representative
IGT Solutions Pvt Ltd
05.2017 - 10.2018
- Provided exceptional service to customers through various communication channels (phone, email, and chats) to ensure end to end resolution.
- Followed up with customers after completing sales to assess satisfaction and resolve service concerns.
- Making new flight, hotel reservations, assisting with exchanges and cancellations.
Education
Bachelor's degree - Arts
University of Delhi
New Delhi, India10-2021
Skills
- Microsoft Excel
- Microsoft Word
- GDS - Amadeus, Sabre, Galileo
Certification
- Travel & Tourism course (IITC) - 2016
- Received excellence in service from IGT Solutions Pvt Ltd - 2024
Timeline
Senior Customer Service Representative
IGT Solutions Pvt Ltd (Egencia Process)
04.2022 - 05.2025
Senior Customer Service Representative
Teleperformance Global Services Pvt Ltd (Carlson)
10.2018 - 03.2022
Customer Service Representative
IGT Solutions Pvt Ltd
05.2017 - 10.2018
Bachelor's degree - Arts
University of Delhi
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