Frank Marshal

To enhance my professional skills, capabilities, and knowledge in an organization that recognizes the value of hard work and trusts me with responsibilities and challenges.

Senior Customer Service Executive - Aegis International ITPL - Bangalore

(2018-04 - 2020-06)

Expedia Process North America Service

• Booking Flights using airline credits
• Government travel alerts and warning
• Online flights check-in for US clients
• Booking hotel and Shuttle Service
• Assisting with Flight, Hotel, and Shuttle cancellation and modification
• Helping customers with flight, hotel, and cars modification and cancellation
• Upselling
• Raising tickets and working on tickets

Sr. DBOR - Alorica India Private Limited - Bangalore

(2020-08 - 2022-07)

Walmart Process

• Providing assistance, resolving complaints, answering questions, and processing orders for customers
• Sending emails related to the prize drop
• Handling chats (Dual concurrencies) and emails
• Advising on forthcoming products and discussing special promotions
• Making accurate, rapid cost calculations and providing customers with quotations
• Helping customers with their queries and concerns
• Processing orders, forms, applications, and requests
• Keeping records of customer interactions, transactions, comments, and complaints
• Documenting the chat, email, or the call
• Identified potential cross-sell opportunities and referred interested customers to relevant sales teams

Customer Support / Travel Operations Associate - OM Prime Technologies Private Limited - Bangalore

(2022-09 - 2026-05)

• Provided end-to-end support for domestic and international travel bookings, with a primary focus on flight-related queries, exchanges, cancellations, and itinerary modifications
• Assisted customers with hotel bookings, including modifications, cancellations, and date changes, ensuring a seamless travel experience
• Worked on Global Distribution Systems (GDS) including Sabre, Amadeus, Galileo, and Worldspan, with hands-on experience in Sabre and Amadeus
• Utilized Sabre and Amadeus for itinerary management, fare checks, reissues, and general travel operations
• Handled daily escalation calls, maintaining a high level of professionalism and customer-centric communication
• Consistently met and exceeded Key Result Areas (KRAs), productivity targets, and service-level metrics
• Maintained strong Net Promoter Score (NPS) and delivered high customer satisfaction ratings
• Demonstrated excellent customer handling, issue resolution, and multitasking abilities in a high-volume, fast-paced environment
• Collaborated with internal teams to ensure timely resolution of customer concerns and travel disruptions
• Exhibited strong communication, adaptability, and problem-solving skills while working independently in a remote setup

SSLC (2014)

2nd PUC (2016)