Ghazaarat Shah

About the Candidate

Profile Summary

Experienced Customer Service Professional with over nine years of dedicated service in the industry. Proven track

record of delivering exceptional customer support and building strong client relationships. Skilled in resolving

inquiries, ensuring satisfaction, and building rapport. Seeking to leverage my extensive background in customer

service experience to contribute effectively to a dynamic team.

Professional Experience

Teleperformance Global Services Private Limited

Senior Customer Care Executive

Provided prompt and professional support to customers through chat and email channels, addressing

inquiries, resolving issues and complaints and ensuring customer satisfaction.

Actively participated in training programs to stay updated on industry trends, travel regulations, and

product knowledge.

Demonstrated adaptability by efficiently handling a wide range of travel-related inquiries, including flight

bookings, hotel reservations, and itinerary adjustments.

Consistently surpassed performance targets, including written response time and issue resolution rate.

Utilized customer relationship management (CRM) tools to track interactions, manage customer data,

and optimize support processes.

Collaborated effectively with team members and cross- functional departments to resolve complex

customer issues.

Serve as a key point of contact between different departments, ensuring effective communication and

coordination.

The Heights Tour and Travels

Operations Manager

Ensure that the day-to-day operations run smoothly and efficiently.

Supervise and manage the performance of staff, including travel agents, customer service

representatives, and administrative personnel.

Conduct regular meetings and training sessions to ensure staff are up-to-date with industry trends and

company policies.

Handle escalated customer service issues and complaints.

Maintain relationships with travel suppliers, such as airlines, hotels, and tour operators.

Ensure high levels of customer satisfaction by implementing effective customer service strategies.

Ensure that the travel agency operates smoothly, efficiently, and profitably, while providing excellent

service to its clients.

Spicejet Limited

Airport Services Supervisor

Supervised and coordinated airline ground operations, including passenger check-in, baggage handling,

and aircraft boarding procedures.

Led and mentored a team of airport service agents, providing training, guidance, and performance

evaluations.

Handled unexpected situations or disruptions, such as flight delays or cancellations, by assisting

passengers and providing relevant information.

Collaborated with airline partners and airport authorities to resolve operational issues and improve

passenger experiences.

Oversaw passenger interactions at the airport, addressing inquiries and resolving issues to enhance

passenger satisfaction.

Ensured compliance with airline safety regulations and protocols, maintaining a strong safety record

during the tenure.

Education

Jammu and Kashmir State Board of School Education

High School Certificate – HSC

Certifications And Training

Successfully completed Load & Trim Course for Boeing and Bombardier Aircrafts and was certified Load

Controller by Directorate General of Civil Aviation (DGCA) India.

Completed Airport Handling training conducted by SpiceJet Limited.

Participated in Customer Service Training conducted by SpiceJet.

Participated and completed Process training and Zendesk CRM training conducted by Teleperformance Global

Services Private Limited.

Achievements & Awards

Worked at multiple International Airports within India during deputation and got a chance to enhance my skills

interacting with people from different cultures and nationalities.

Maintained a good quality score and acheived set average handling time targets at all the times.

Received multiple appreciations from the managers and team leaders for providing exceptional Customer

Service to the direct customers and B2B clients.

Received passenger appreciations multiple times for providing exceptional customer service during flight

disruptions and irregular operations.

Skills

Customer Service Excellence

Effective Communication

Team Collaboration

Passenger Assistance

Service Level Agreement (SLA) Management

Customer Relationship Management (CRM) tools

Empathy and Patience

Complaint handling

Microsoft Office applications

VIP and Special Services Handling

Emergency Response and Safety Procedures

Reservation and Ticketing Systems

Conflict Resolution and De-escalation

Customer Inquiry Management

Flight Coordination

Flight Disruption Management

Load Control and Weight Balance

Ramp Operations

Airline-Specific Software Proficiency

Itinerary Planning and Management

Relationship Management with Travel Partners

Refunds and Cancellations Handling

Data Entry and Record Keeping

Languages

English

Hindi

Kashmiri

Personal Details

Date of Birth : 18/09/1989

Nationality : India

Place : Srinagar, Jammu and Kashmir