Role Summary

Delivered customer service and sales support for airline operations under InterGlobe Technologies Pvt. Ltd., handling bookings, queries, and add-on services for Ethiopian Airlines. Focused on efficient service delivery, revenue generation, and adherence to airline processes.

Key Responsibilities

Customer Support & Booking Management

• Handled inbound calls for flight bookings, cancellations, and modifications

• Provided fare details, schedules, and travel-related information

Sales & Add-On Services

• Promoted additional services such as seat selection, baggage, and upgrades

• Converted inquiries into revenue-generating transactions

Airline Operations Handling

• Managed PNR creation, ticketing, and reservation updates

• Ensured accuracy in booking and transaction processing

Issue Resolution & Escalations

• Addressed customer complaints and service issues

• Escalated complex cases as per airline protocols

System & Process Compliance

• Worked on airline reservation systems and followed SOPs

• Maintained data accuracy and documentation standards

Key Achievements

• Achieved consistent performance in customer service and sales metrics

• Improved customer satisfaction through effective query resolution

• Ensured accuracy in high-volume booking operations

Skills & Competencies

Airline Operations | Ticketing & Reservations | Customer Service | GDS Systems | Sales & Upselling | Issue Resolution

Business Impact

Supported airline revenue and customer experience by delivering accurate booking services, promoting add-ons, and ensuring efficient handling of customer interactions within a structured aviation environment.