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ASRAF ALI KHAN

@asrafalikhan1

Senior Customer Service Executive at IndiGo Airlines, maintaining a 95% customer satisfaction rate.

At IndiGo Airlines, I address customer inquiries and maintain a 95% Customer Satisfaction (CSAT) Rate through clear communication and swift problem resolution.

I use Altea, Go Now, Sabre, and MS Excel to support booking operations and provide timely digital support, including accurate information about flight alterations.

Previously, at Tech Mahindra, I streamlined virtual troubleshooting processes, reducing Average Handle Time by 14%. At Celebi Aviation Service India Pvt. Ltd, I supported bookings, ticketing, scheduling, and baggage inquiries.

Experience

Work history, roles, and key accomplishments

Current

Sr. Executive – Customer Service

Current

IndiGo Airlines

May 2023 - Present (3 years 5 months)

Addressed high volumes of customer inquiries, maintaining a 95% CSAT rate through effective communication and swift problem resolution. Utilized advanced booking systems and worked autonomously to meet strict performance metrics and SLAs.

Altea GoNow Sabre Excel Customer Service Problem Solving Communication Skills SLA Management

Sr. Customer Service Executive

Tech Mahindra

Dec 2022 - May 2023 (5 months)

Delivered omnichannel support across phone, email, and live chat, ensuring satisfactory resolutions to complex complaints. Streamlined virtual troubleshooting, reducing Average Handle Time by 14% and improving digital customer experience.

Omni Channel Support Live Chat Email Support Phone Support Remote Collaboration Troubleshooting AHT Reduction

Customer Service Executive

Celebi Aviation Service India Pvt. Ltd.

Jul 2019 - Aug 2020 (1 year 1 month)

Managed end-to-end customer support for flight bookings, ticketing, scheduling, and baggage policies using industry-standard platforms. Streamlined data workflows with MS Excel, ensuring 100% data accuracy and driving repeat client engagement.

Altea GoNow Sabre Excel Flight Booking Ticketing Data Management Customer Service

Customer Service Executive

Brand Midas

Aug 2018 - Apr 2019 (8 months)

Managed premium customer relationships for Jet Airways' loyalty program, resolving membership, rewards points, and account tier inquiries. Maintained compliance and data privacy while assisting frequent flyers through virtual interactions.

Loyalty Program Management Customer Relationship Management Written Communication Verbal Communication Data Privacy Compliance