Message

Mudassar Khan

To obtain immediate employment with growth potential, where my technical and interpersonal skill can be utilized and advanced. Inspire team commitment to meet company goals, management objectives and high-quality performance standards. Ability to work independently, as well as part of team, detail oriented, accurate and efficient.

Key Skills

Active Listening
Team Management
Action-oriented
Answering customer questions
Customer Relationship Management

Professional Experience

Jan 2014
Present
Shift Supervisor
CALL BA Gurgaon, IN
British Airways Subsidiary
  •  Conduct briefings about new guidelines and train staff on how to improve customer interaction. Managing entire trade vertical. 

  • Resolved escalated customer questions, queries and complaints. 

  • Provide technical expertise with hands on knowledge on Amadeus GDS and Salesforce. 

  • Manage break adherence during non - operational hours of CMC team. 

  • Formulated and enforced call center policies, procedures and quality assurance measures. 

  • Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. 

  • Make decisions regarding the use of the Call BA budget with appropriate approvals. 

Nov 2011
Jan 2014
Customer Service Executive
Serco India Pvt Ltd Delhi, IN
Ebookers Online travel sales
  • Inbound Calls from existing & new customers and converting them to sales of E bookers Products like Air ticketing, Hotel reservations, Car rentals, & Holiday Packages. 

  • Handling Queries of customer about Visa, Baggage allowance and policies of the airlines 

  • Managing computerized bookings and reservations, credit card authorizations. 

  • Acknowledged customer issues & resolved there problems quickly and efficiently. 

  • Followed up with customers ensuring their satisfaction with their purchases. 

  • Evaluated the customer’s needs and provided service options to meet their requirements 
May 2011
Nov 2011
Customer Service Executive
WNS Gurgaon, IN
Travelocity (Online Travel Agency U.S)
  • Proactively market, sell and consult with customers regarding air, car, hotel & vacation packages related services. 

  • Prepared detailed itineraries upon bookings to ensure accuracy of reservations and provided confirmation to clients. 

  • Cross sell other company products and services. 

  • Managed computerized bookings and reservations, credit card authorizations, billing, and discrepancy resolutions. 

  • Informed customer about current promotions and sales, encouraging them to purchase the same. 

Education

Apr 2001
Apr 2004
Bachelor of Commerce in Shia P.G. Degree College
University of Lucknow

Hobbies & Interests

  • Swimming

Languages

English
(Fluent)

Get in touch with Mudassar