Chat Support Specialist (Samsung) - IntouchCX
(2024-01)
- Provide real-time chat support for Samsung customers.
- Troubleshoot device, account, and product-related issues with accuracy.
- Handle high-volume chat interactions while maintaining strong CSAT scores and service standards.
- Deliver clear, consistent, and professional communication in fast-paced environments.
Email Support (Seasonal) - Ulta Beauty
(2024-10 - 2024-12)
- Responded to customer emails regarding orders, product inquiries, billing, and returns.
- Resolved issues accurately and within required turnaround times.
- Delivered concise and professional written communication to maintain customer satisfaction.
- Verified order details, processed adjustments, and documented actions taken.
Travel Consultant - WNS / Hickory Solutions
(2022-10 - 2024-08)
- Booked flights, hotels, and ground transportation using Sabre, Amadeus, and Worldspan.
- Monitored queues to ensure timely ticket issuance and resolved discrepancies.
- Delivered customized travel options aligned with client budgets, preferences, and corporate policies.
- Provided after-hours support for corporate travelers, assisting with urgent itinerary changes and rebookings.
- Coordinated with airlines, hotels, and transportation providers to secure alternatives during disruptions.
- Acted as a trusted travel advisor, explaining itineraries, visa requirements, and policy guidelines.
- Maintained high service levels under time-sensitive conditions, ensuring business continuity for executives and global travelers.
- Strengthened client relationships through proactive communication and responsive follow-up.
Travel Consultant - Regency Travel & Tours - Doha, Qatar
(2009-04 - 2022-05)
- Provided personalized travel consultation to walk-in and phone clients.
- Used Amadeus GDS to search, book, and issue flights, accommodations, and travel services.
- Offered face-to-face support, explaining itineraries, fare rules, visa requirements, and insurance coverage.
- Built strong customer relationships through tailored recommendations and expert handling of last-minute changes.
- Coordinated with airlines, hotels, and tour operators to secure competitive rates and seamless travel arrangements.
- Managed complex itineraries for individuals, families, and corporate clients.
- Ensured compliance with travel regulations and company policies.
- Consistently achieved sales targets and contributed to repeat business.
US Airways, Customer Service Representative - Advanced Contact Solutions
(2006-03 - 2008-06)
- Handled reservations and ticketing using Sabre GDS.
- Completed customer calls, itinerary changes, and ticket issuance promptly.
- Assisted customers with US Airways Dividend Miles program inquiries, including discounts, mileage accrual, and redemption.
- Communicated effectively with inbound callers, actively listening and providing clear guidance.
- Resolved customer issues with patience and empathy, maintaining high satisfaction and loyalty.
- Balanced airline policies with customer needs to deliver compliant yet customer-friendly solutions.
- Managed high call volumes while updating records and collaborating with internal teams.
