ANAND SELVAM

High-performing Customer Service Agent with a deep expertise in voice-based support and GDS systems. Skilled in managing end-to-end passenger journeys, from intricate multi-city bookings to emergency re-protection during operational disruptions. Recognized for maintaining a low Average Handle Time (AHT) without compromising the premium quality of the guest experience

• Managed end-to-end flight bookings, including complex multi-city itineraries, using GDS systems (like Amadeus) to achieve 100% booking accuracy.
• Delivered exceptional telephonic support to diverse global passengers, consistently meeting airline's rigorous Quality Assurance (QA) standards.
• Resolved high-pressure passenger grievances regarding flight delays, cancellations (IRROPS), or lost baggage with empathy and professional decorum.
• Provided specialized assistance for Privilege Club members, accurately applying loyalty program benefits to enhance customer satisfaction.
• Upsold and promoted ancillary services such as Al Maha Meet and Greet, extra baggage, and cabin upgrades to maximize incremental revenue.
• Coordinated with Ground Staff and Duty Managers to provide real-time updates to passengers during operational disruptions.

• Contacted customers via automated dialer system to negotiate payment solutions, aiming to restore accounts to good standing while ensuring compliance with FCA guidelines.
• Consistently achieved cash targets in collections, recognized with All Rounder award for performance.
• Participated in collections for negative balances, PayPal Credit, and GPL PayPal Working Capital, generating cash target reports and communicating insights to management.
• Helped in driving the team towards achieving the monthly target.
• Backed up Supervisor and provided training and support to all team members.
• Display initiative to take on additional responsibilities geared towards professional growth and development.
• Collaborated with the Bankruptcy team and helped in bringing the queue to meet SLA.
• Investigate accounts to identify fraudulent merchants, account take over, other fraud indicators and support financial partner requirements.
• Complete KYC onboarding for new and pre-existing customer.
• Ensuring adherence to all AML laws, rules, directives, due diligence and documented procedures, including OFAC, CIP, KYC, and customer/transaction monitoring.
• Eye for detail in investigations and identification of frauds and trends of potentially fraudulent activities. Review transaction by looking into a variety of risk indicators, account activities, other resources such as customer documents, IP, Device ID and make strong decision to limit or restrict the account.
• Educate customers on different forbearance options available and the relevant impact to credit Bureaus.
• Contribute to the root cause of analysis to identify opportunities to predict, prevent, and mitigate risk within the process and performance.
• Regularly exercise good judgment and in making decision or recommendations in relation to case investigations.
• Handled a team of 15 in Social media and a team of 6 in Collections.

• Resolved customer queries via phone and email.
• Validated data and confirmed resolution for customer issues.
• Verified customer data and activated Lycamobile service.

• Resolves product or service problems by clarifying the customer's complaint, determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment, following up to ensure resolution.
• Communicating courteously with customers via email and chat.
• Ensured adherence to service level agreements and standard operating procedures to maintain quality standards.
• Applying exceptional judgment skills while issuing refunds or cost impacting issues.
• Identified and escalated red alert issues to ensure timely resolution.
• Monitored and reviewed process changes to enhance service delivery.
• Escalate website related, customer impacting, merchant related, merchant impacting issues to the relevant team.
• Leading the team during Team leaders' absence.

• Handled telecom process to fetch and quality check customer details, providing Landline/Broadband/PayTV connections for Australian customers through Siebel application in semi-voice environment.
• Managed customer escalations, effectively resolving issues and improving customer satisfaction.
• Ensured accuracy of internal transactions through comprehensive quality vetting, enhancing data integrity.
• Worked on tools like Siebel, Axis and VIVA, MOBY.
• Collated and published business reports.