Niraj Sawant
Mumbai
Summary
Performance-driving leader adept at aligning cross-departmental objectives to facilitate high-quality, on-time productions and long-term customer loyalty. Creative and innovative problem-solver exercises key strengths in workflow optimization, process re-engineering and strategic scheduling techniques. Offers track record of delivering superior-quality results for industry-leading publication conglomerates.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Customer Service & Multi-media Executive
Emirates Airlines
06.2011 - Current
- Strategically addressed customer inquiries, grievances, and feedback via multiple social media platforms, enhancing customer satisfaction metrics.
- Optimized client interactions by implementing advanced web chat solutions, resulting in improved resolution times and customer retention.
- Proficiently managed high-value corporate accounts and premium travel agents, providing bespoke solutions and ensuring seamless transactions.
- Streamlined medical case handling processes, ensuring compliance with company policies and rapid resolution for passengers requiring special assistance.
- Collaborated with cross-functional teams to resolve operational challenges, including flight disruptions and itinerary modifications, maintaining business continuity.
Senior Customer Service Executive
Transcontinental Pvt Ltd. Jet Airways
01.2009 - 05.2011
- Conceptualized and implemented strategic sales action plans, directly contributing to increased market share and revenue growth.
- Spearheaded operational efforts to manage flight disruptions, excess baggage claims, and denied boardings, fostering customer loyalty.
- Directed team operations to exceed performance benchmarks and ensured adherence to high service quality standards.
Education
Bachelor's in Commerce -
Mumbai University
Mumbai01-2021
Diploma - International Airlines & Travel Management
IITC
Mumbai, India03-2007
Skills
- Proficient in Microsoft Word
- Proficient in Microsoft Excel
- Task Prioritization
- Customer Relations
- Team Collaboration
- Corporate Communication
- CRM
- Sales Force Automation tools
- GDS
- Multitasking Abilities
- Excellent communication
- Organizational skills
Certification
- Certified International Fares & Ticketing Basic, Jet Airways - July 2010
Languages
English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Timeline
Senior Customer Service & Multi-media Executive
Emirates Airlines
06.2011 - Current
Senior Customer Service Executive
Transcontinental Pvt Ltd. Jet Airways
01.2009 - 05.2011
- Certified International Fares & Ticketing Basic, Jet Airways - July 2010
Bachelor's in Commerce -
Mumbai University
Diploma - International Airlines & Travel Management
IITC
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