PARAMESHWARI D
Chengalpattu
Summary
Dynamic individual with hands-on experience in Airline reservation and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
12
12
years of professional experience
Work History
Lead Quality Assurance
Sutherland Global
08.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Ensure error free transaction by implementing audit checks and rectify errors in the transactions.
- Providing deep check reports on customer/client escalation cases and provide adequate solutions.
- Liaise with ADM team and analyze on cases to accept or dispute errors on agents.
- Working as a part of Loss management team examine on transactions to dispute errors and save financial loses.
Senior Associate
Sutherland Global Services
07.2023 - 08.2024
- Handling US market airline tickets in ARC platform focusing on error free transaction to ensure smooth financial transaction.
- Maintaining records for a leading OTA on ARC/BSP markets by uploading data in their own repository tool.
- Handling service requests from other vendors for ticketing transactions to modify/update data in ARC.
- Providing back office support for a leading OTA performing major ticketing transaction in Amadeus.
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
- Handling Outbound calls and email communication with Airline and customers to ensure increased customer resolution.
- Adequate knowledge on Amadeus ticketing - Exchanges and Refunds.
- Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions.
Senior Customer Service Executive
Freight Bridge Logistics
04.2023 - 07.2023
- Ocean freight booking, Shipment tracking, Negotiating with partners for acquiring rates from major vessels.
- Built strong relationships with field operations team to support business development opportunities and improve service.
Senior Customer Service Executive
AIR INDIA AIRPORT SERVICES LIMITED
12.2015 - 12.2022
- Performing reservation functions and to verify customer information in AMADEUS providing booking support and assisting in check-in procedures.
- Resolve problems & maintaining an ongoing professional relationship with internal & external customers.
- Quickly & professionally answering inbound calls to determine call nature and explains services available, features, costs and related services.
- Providing customer support for service complaints answering queries regarding services & assisting customers with service selections that suits their business needs.
- Handle complaints provide appropriate solutions & alternatives within time limits and follow up to ensure resolution.
- Promoted a positive work environment by consistently demonstrating leadership skills, empathy, and professionalism towards both customers and colleagues.
- Responded to customer inquiries and queries to provide thorough and speedy resolutions.
- Improved customer satisfaction by addressing and resolving complex customer inquiries promptly and accurately.
- Deploying available resources and active monitoring to meet the quality and performance standards as per SLA.
Customer Service Executive
BLUE DART EXPRESS
10.2014 - 12.2015
- Answering Walk-In customers, explaining services and make bookings in system.
- Provided company information and policies to customers upon inquiry and answered questions via phone or email.
- Described product and service details to customers to provide information on benefits and advantages.
Cargo Service Executive
CARGO SERVICE CENTER
01.2014 - 06.2014
- Documents segregation, preparing manifest, and feeding cargo and customer details in Skychain software.
Education
B.E - CSE
ARM COLLEGE OF ENGINEERING & TECHNOLOGY
Chengalpattu, India01.2013
XII -
SRI VISWA VIDYALAYA MATRIC HR.SEC SCHOOL
Chennai, India01.2009
XI -
DEVA ANNAI MATRIC HR.SEC SCHOOL
Chengalpattu, India01.2007
Skills
- Directing and leading
- Calm under pressure
- Friendly, positive attitude
- Problem-solving
- Team work
- Time management
- Identifying root cause error and Resolving
- Active listening
Languages
ENGLISH
TAMIL
Personal Information
- Father's Name: DIVAKAR
- Mother's Name: REVATHY
- Religion: HINDU
- Date of Birth: 09 March 1992
- Gender: Female
- Nationality: Indian
- Marital Status: Unmarried
Professional Area Of Interest
- GROUND STAFF - AVIATION
- AIRLINE TICKETING
- ARC BSP PLATFORM
Software Exposure - Applications
- MS OFFICE (WORD, EXCEL)
- DCS AIRLINE PLATFORM: LIASION & AMADEUS ALTEA
Current Organization
SUTHERLAND GLOBAL SERVICES, Lead Quality Assurance, 2023-07-01, Adequate ticketing knowledge in Amadeus cryptic mode and ARC platform. Performing Quality audit and coaching agents on updates.
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Timeline
Lead Quality Assurance
Sutherland Global
08.2024 - Current
Senior Associate
Sutherland Global Services
07.2023 - 08.2024
Senior Customer Service Executive
Freight Bridge Logistics
04.2023 - 07.2023
Senior Customer Service Executive
AIR INDIA AIRPORT SERVICES LIMITED
12.2015 - 12.2022
Customer Service Executive
BLUE DART EXPRESS
10.2014 - 12.2015
Cargo Service Executive
CARGO SERVICE CENTER
01.2014 - 06.2014
B.E - CSE
ARM COLLEGE OF ENGINEERING & TECHNOLOGY
XII -
SRI VISWA VIDYALAYA MATRIC HR.SEC SCHOOL
XI -
DEVA ANNAI MATRIC HR.SEC SCHOOL
Similar Profiles
Gaurav SinghGaurav Singh
Associate - Technology Support at Sutherland GlobalAssociate - Technology Support at Sutherland Global
Ramya VenkatesanRamya Venkatesan
Senior Consultant at Sutherland GlobalSenior Consultant at Sutherland Global
Jeruel ZagadoJeruel Zagado
Technical Support Representative Under ATNT at Sutherland GlobalTechnical Support Representative Under ATNT at Sutherland Global
Parth VyasParth Vyas
Frontend Developer - Intern at Webstack AcademyFrontend Developer - Intern at Webstack Academy
Sathish SekarSathish Sekar
Consultant at Capgemini Technology ServicesConsultant at Capgemini Technology Services