Customer Support Specialist with 7+ years of experience across multiple lines of business, including 4 years in airline and travel operations supporting international customers via voice, chat, and email channels.
Specialized in irregular operations (IRROPS) such as flight delays, cancellations, rebookings, and complex ticketing, handling 50–80 customer cases daily while maintaining policy compliance and SLA targets.
Experienced in escalation management, case ownership, and cross-team coordination, ensuring timely resolutions in high-pressure environments.
Additional 3+ years supporting telecom, healthcare, and e-commerce accounts, strengthening adaptability, customer empathy, and process-driven support.
Currently upskilling in GDS systems, AI-assisted support workflows, and escalation leadership to deliver faster resolutions, improved CSAT, and operational efficiency in remote support roles.
