Open to opportunities

Ragul C

@ragulc

Customer Service Representative specializing in international BPO voice/chat support and airline ticketing with Amadeus GDS.

India

Message

What I'm looking for

I’m seeking a global customer service role where I can deliver international voice, chat, and email support in airline ticketing, exceed SLA/CSAT targets, and drive retention through proactive conflict resolution and upselling.

I’m a Customer Service Representative with 2+ years of experience in International BPO, delivering voice/chat/email support and airline ticketing for global customers. I focus on resolving fare disputes, booking errors, and escalated complaints while consistently meeting SLA and CSAT targets.

Across my roles, I’ve handled high-volume inbound and outbound inquiries, supported reservations, rebooking, cancellations, refunds, seat upgrades, and PNR amendments using Amadeus GDS. I also manage accurate CRM documentation and maintain case quality through strong data integrity and first-contact resolution.

I’m customer-retention focused, using proactive follow-up, personalized service, and effective conflict resolution—driving a reported 15% improvement in retention across two roles. I enjoy partnering with sales operations for upselling and cross-selling opportunities while maintaining compliance in credit card payment processing and billing support.

Experience

Work history, roles, and key accomplishments

Customer Service Advisor

Concentrix Malaysia

Oct 2024 - Jun 2025 (8 months)

Handled high-volume inbound and outbound customer inquiries via phone, email, and live chat for an international ticketing platform, meeting SLA and CSAT targets. Resolved fare disputes and booking errors, improved retention by 15%, and maintained accurate CRM case documentation.

Live Chat Email Support Airline Ticketing Fare Disputes PNR Booking Support Customer Retention Upselling Complaint Resolution Escalation Management SLA CSAT Quality Assurance Case Documentation Salesforce Multitasking Data Entry

Customer Success Specialist

Teleperformance Malaysia

Aug 2022 - Aug 2023 (1 year)

Provided premium voice and email support for Singapore Airlines passengers across ticketing, rebooking, and fare inquiries using Amadeus GDS. Processed reservations and related changes, supported sales ops through upselling/cross-selling, and contributed to a 15% increase in customer retention.

Email Support Airline Ticketing Reservations Cancellations PNR Amendments Re Bookings Customer Retention Upselling Cross Selling credit card processing Refunds Reporting Compliance

Assistant Trainer

Sunsea Institute of Management

Sep 2021 - Jan 2022 (4 months)

Co-delivered airline and airport management training modules (online and in person) to diploma students. Managed LMS/webinar materials, created assessment surveys and feedback forms, and coordinated logistics for training sessions.

Online Training In Person Training Learning Management Systems (LMS)Webinar Management Training Assessment Survey Design Coordination