Pace City 1, Khandsa road, Sector 10

Shivam Singh Gurugram, India 122001

+917905897736
shivam05singh50@gmail.com

Summary: Skilled Process Executive holding a Bachelor of Technology, with 2 years of noteworthy experience at IGT Solutions Pvt Ltd.
Recognized for exemplary problem-solving skills and ability to perform brilliantly under high-pressure environments, while ensuring
stringent deadlines are met. Transforms intricate issues into easy-to-understand terms, demonstrating a high degree of empathy and
exceptional interaction with service users. An acknowledged team player and fast learner, looking forward to applying these competencies to
contribute significantly to your distinguished team.

JOB ROLE: Interact with B2b agents post booking or before booking answer customer questions about flight timings, seat availability, Fares,
reservations, fare rule, issuance, reissuance, cancellation, refund claim etc.

SKILLS:
 Problem-solving and quick decision-maker.
 Empathy and love for helping people.
 The ability to explain complex issues in an easy and understandable manner.

 Proficient with deadlines and sustainable under pressure.

 Quick learner and Team Player.

EXPERIENCE:
 November 2022 - Current
Smartcall Communication PVT LTD. - Gurugram, India
Ticket Agent

 Create a PNR in GDS.

Schedule changes are done according to the requirements of the customer.
Date changes are done according to the requirements of the customer.
Refund in GDS.

 March 2021 - October 2022

IGT Solutions PVT LTD - Gurugram, India
Ticketing Agent

Issuing the fresh PNR.

Schedule change are done according to the requirements of the customers.
Date change are done according to requirements of the customers.
Running the quality check which shows the error and doing the changes according to that.
Ticket issuing done manually re checks the status of the ticket, also sending the air itinerary to travel agent.
Handling the claims.
Handled post-journey Claims from European and U.S passengers, related to flight disruptions like delays, cancellations, schedule
change and inflight issues. Airport issues like denied boarding and transfer check-in issues. Ticket – Fare conditions, refund.
Baggage- Delay, damage lost issues, over of e-mails and outbound calls.
In-depth knowledge of several tools related to booking, ticketing, refund, disruptions, etc.
Reviewing the Claims, doing complete investigations using different tools, making call-outs to verify receipts/invoices and
processing the claim accordingly.
Helping the Payment Auditing Team by Checking the payment-related claims and giving final approval for further payment
processing.
Handling escalated Claims, an expert in handling disputes via e-mails and Call-outs.
Implement strategies to improve team performance and achieve service level agreements (SLAs).
Resolve escalated customer issues and inquiries shared by the client in a timely manner.

EDUCATION AND TRAINING:

June 2020
Maharana Pratap Engineering College Kanpur
Bachelor of Technology Mechanical Engineering

LANGUAGES:
 English
 Hindi (First Language)