Anunaya Rai
East Elmhurst,NY
Summary
Dynamic Senior Customer Service Agent with a proven track record at Qatar Airways, enhancing productivity and customer satisfaction. Skilled in creative problem-solving and adept at complaint resolution, I have coordinated with different teams, also in different time zones to exceed service goals through effective communication and quality assurance. My ability to adapt and support both customers and team members sets me apart. Quick learner well-versed in the field operations and customer behaviors.
Overview
8
8
years of professional experience
Work History
Senior Customer Service Agent
Qatar Airways
Doha, Qatar
09.2019 - 09.2024
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Led on- and off-site customer support teams across multiple time zones.
- Ensured compliance with applicable operating procedures and regulations related to customer service operations.
- Participated in team meetings regularly to review the CRM reports & discuss challenges faced by the Customer Service department.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Collaborated with other departments to ensure efficient resolution of any escalated issues.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Adapted and fully learned job-related softwares as required.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Educated customers about products, pricing and policies to address and resolve issues.
- Provided guidance and support to junior Customer Service Agents regarding complex cases while managing employee relation and better work culture.
Senior Flight Attendant
Shree Airlines
Kathmandu , Nepal
02.2017 - 08.2019
- Followed safety, passenger and supply pre-flight and post-flight checklists.
- Promoted passenger and crew safety by complying with airline and federal aviation regulations.
- Resolved customer service complaints from passengers in a professional manner.
- Demonstrated and clearly explained safety processes and emergency procedures to passengers before takeoff.
- Provided first aid assistance when needed in case of medical emergencies or injuries onboard the plane.
- Inspected cabins before and after flights to identify and address problems impacting flight operations, safety or passenger comfort.
- Coordinated with other crew members as well as airport security and ground staff members to ensure efficient operation of flights.
Education
BBA - Human Resources
St. Joseph's College, North Point
India01-2017
Skills
- Customer retention
- Ability to Adapt
- Ability to work independently as well as under direction
- Complaint resolution
- Creative Problem Solving
- Database research
- Call center operations
- Procedure writing
- Quality assurance
- Customer as well as Team support
D.O.B.
6th November 1994
Timeline
Senior Customer Service Agent
Qatar Airways
09.2019 - 09.2024
Senior Flight Attendant
Shree Airlines
02.2017 - 08.2019
BBA - Human Resources
St. Joseph's College, North Point