Neha Bohara

Customer service professional with over 4 years of experience working directly with people in demanding, real-world environments. Spent close to 4 years as a flight attendant with Air India and IndiGo, handling everything from in-flight complaints and medical situations to high-expectation business class passengers. Also have a year of structured customer service experience from Wipro (FedEx), where I handled inbound and outbound calls for UK and Ireland customers.

I'm comfortable working independently, managing multiple queries at once, and keeping a level head when things get difficult.

Flight Attendant - Air India

(2023-03 - 2025-10)

• Handled passenger complaints during long-haul flights — broken IFE screens, charging ports not working, meal issues — and found solutions on the spot without being able to escalate easily.
• Supported passengers during onboard medical emergencies, including asthma attacks and seizures, staying calm and coordinating with the pilot and ground medical teams simultaneously.
• Managed difficult passengers regularly — sometimes people are rude, panicked, or just having a bad day — and found ways to de-escalate without making things worse or involving higher authority unless absolutely necessary.
• Worked business class as both cabin crew and galley operator, which meant a much higher standard of personalised service and zero room for a bad interaction.
• Dealt with a different set of passengers, crew, and situations on every single flight — you get very comfortable with uncertainty and adapting quickly.

Flight Attendant - IndiGo

(2022-04 - 2023-03)

• Educated passengers on safety procedures before every flight and handled questions and concerns calmly, even from nervous or first-time flyers.
• Managed onboard sales and tracked inventory of food, beverages, and duty-free items — this involved accurate record-keeping and handling cash and card transactions quickly.
• Gave personalised briefings to passengers who needed special assistance — unaccompanied minors, elderly travellers, passengers with disabilities — making sure they felt looked after throughout.
• Part of a rotating crew, which meant building quick rapport with colleagues you'd never worked with before and delivering consistent service regardless.

Customer Service Executive - Wipro (FedEx)

(2021-02 - 2022-03)

• Was the first point of contact for customers in the UK and Ireland calling in about their FedEx shipments — package tracking, customs delays, failed deliveries, and collection bookings.
• Handled a mix of inbound and outbound calls, as well as email queries, and made sure every interaction was closed properly rather than just passed along.
• Learned quickly how to handle frustrated customers over the phone — people who'd been waiting on a parcel or dealing with a customs hold needed clear answers fast, and staying calm while giving them that was the job.
• Worked within a BPO structure with clear SLAs and quality benchmarks, which meant being consistent and accurate even on high-volume days.
• Coordinated with internal teams and international counterparts to resolve cases that couldn't be solved in one call, always keeping the customer in the loop.

B.A. - Apparel Designing - SNDT University, Mumbai (2017-07 - 2020-10)