Arpita Banerjee

Results-driven and highly adaptable Customer Service Professional with 18 months of high-volume client-facing experience. Proven expertise in de-escalating complex technical and service issues under high-pressure conditions while maintaining top satisfaction metrics. Exceptionally skilled in cross-functional coordination, problem-solving, and utilizing database management systems.

Fluent in English, Hindi, Bengali, and Malayalam, bringing a multilingual advantage to global, distributed remote teams.

Customer Service Executive at Air India SATS (2021-12 – 2023-08)

• High-Volume Case Management: Managed cross-channel communications and issues for a high-volume base of 300+ clients per shift while exceeding operational service benchmarks.
• Conflict Resolution & Retention: Successfully de-escalated complex client discrepancies regarding service interruptions, data verification, and scheduling errors to ensure positive outcomes.
• Database Management: Handled end-to-end ticketing documentation, credentials verification, and billing updates utilizing the proprietary Amadeus interface and internal platforms.
• Remote-Style Collaboration: Coordinated real-time status updates across asynchronous ground operations, scheduling, and security tracking channels to maintain on-time service efficiency.
• Training & SOP Compliance: Handled peer onboarding by mentoring new hires on standard operating procedures (SOPs), service metrics, and dispute resolution guidelines.

Bachelor of Arts – Subharti University (2024)

Diploma in Aviation, Hospitality & Customer Service – Frankfinn Institute