Melba Florin Sebastian Vaz
Hounslow,United kingdom
Summary
To obtain a challenging and responsible position where I can contribute to the growth of your organization as well as mine, using skills and hard work.
Overview
12
12
years of professional experience
Work History
Customer Service Agent
C.S, Qatar Airways
Mumbai
11.2011 - 07.2013
- Planned route based on details provided by customer and computers ticket cost .
- Answered inquiries regarding airplane emergency procedures .
- Ensured passengers check-in and accommodation.
- Assisted travellers with luggage and on-board check-in o Rebooked passengers on late arrivals by maintaining customer satisfaction without compromising company guidelines.
- Dealt with the passenger inquiries regarding the arrival and departure of flights and made sure that passengers get on board the correct flight.
- Handled computer system of the airlines to generate flight reservations and issue boarding passes as well as airline tickets .
- Committed to prompt service to customers for their outmost satisfaction.
- Handled transactions in a timely manner over sales, delayed, cancelled flights and any issue related to lost/damaged luggage.
- Passenger reservations, check-in, boarding and including security process.
Customer Service Assistant
C.S.A, Indigo Airlines
Mumbai, India
08.2013 - 12.2015
- Checking in passengers - ensuring all documents are correct and present
- Carry out passenger service duties for both arrival and departure o Flight handling
- Special Services, arrange meet and greet for VIP's
- Checking baggage onto each flight
- Boarding duties
- General Customer Service
- Host and supervise check in facility and staff
- Monitor flight status and connection flights
- Lost and found enquires, baggage services.
Customer Service
Niharika Store
Mumbai, India
01.2015 - 09.2017
- Provide exceptional customer service: Interact with customers in a professional and courteous manner, addressing their inquiries, concerns, and requests promptly and effectively
- Handle customer complaints: Listen attentively to customer complaints, assess the situation, and offer appropriate solutions to resolve issues and ensure customer satisfaction
- Assist with product or service inquiries: Provide accurate and detailed information about products or services, including features, pricing, availability, and promotions, to help customers make informed purchasing decisions
- Process transactions: Handle cash, credit, or electronic payments accurately and efficiently, ensuring proper documentation and adherence to company policies and procedures
- Maintain customer records: Update and maintain customer databases or systems with accurate and relevant information, such as contact details, preferences, and interactions, to facilitate future interactions and personalized service
- Upsell and cross-sell: Identify opportunities to suggest additional products or services that align with customers' needs or preferences, contributing to increased sales and customer satisfaction
- Handle customer inquiries through various channels: Respond to customer inquiries via phone, email, live chat, or social media platforms, ensuring consistent and timely communication
- Classification: Internal o Collaborate with team members: Coordinate with colleagues, sales representatives, and other departments to address customer needs, resolve issues, and provide a seamless customer experience
- Follow company policies and procedures: Adhere to established guidelines and protocols, including return/exchange policies, refund procedures, and data privacy regulations, to ensure compliance and customer satisfaction
- Maintain product knowledge: Stay updated on product features, specifications, and industry trends to provide accurate and relevant information to customers.
Sr, Customer Service Executive
Kaaera Steel
Mumbai, India
10.2017 - 06.2023
- Received callers providing exceptional listening skills to determine the nature of their call in order to clearly and precisely address their inquiries in a professional manner
- Created excel spreadsheets to track customer data and perform an intense reconciliation process
- Organized customer information and account data for business planning and customer service purposes
- Followed up with customers regarding delivery service schedule and payment due
- Earned management trust by serving as key holder, responsibly opening and closing store
- Prepared and maintained large amounts of cash for bank transactions
- Maintained up-to-date records at all times to meet compliance
- Provided customers with product and service information o Followed-up on customers inquiries not immediately resolved
- o Train, motivate and lead a team of Sales Associates
Education
GCSEs -
Maharashtra University
IndiaA-Levels - Psychology
Maharashtra Board
India 02/2006 - 03/2007
Bachelor of Arts - Psychology
Maharashtra Board
India 02/2008 - 03/2010
Skills
- Patience
- Attentiveness
- Clear Communication Skills
- Ability to Use “Positive Language”
- Acting Skills
- Time Management Skills
- Ability to “Read” Customers
Additional Information
- o A Calming Presence o Goal Oriented Focus o Tenacity o Closing Ability o Willingness to Learn Classification: Internal
- . . PLACE : DATE :
Languages
English
Fluent
Timeline
Sr, Customer Service Executive
Kaaera Steel
10.2017 - 06.2023
Customer Service
Niharika Store
01.2015 - 09.2017
Customer Service Assistant
C.S.A, Indigo Airlines
08.2013 - 12.2015
Customer Service Agent
C.S, Qatar Airways
11.2011 - 07.2013
GCSEs -
Maharashtra University
A-Levels - Psychology
Maharashtra Board
02/2006 - 03/2007
Bachelor of Arts - Psychology
Maharashtra Board
02/2008 - 03/2010
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