Anshu Gazmer Biswakarma

Administered all post-flight guest feedback, acting as a central point of contact via email between guests and internal stakeholders to resolve overall guest's lack of experience during their flight travel.

Investigated guest complaints by collecting and analyzing factual evidence from sources like Onboard Cabin reports and health and Cabin safety reports.

Collaborated with a wide range of departments, including Cabin Crew, Catering, Finance, eCommerce, Airport team, Transport Team and Flight Disruption team to develop and deliver appropriate resolutions and offer compensation to maintain brand value

Educated guests on baggage policies for extra charges as well as managed special handling for oversized, fragile, or restricted items. Resolved billing errors, ensuring fair and accurate charges.

Maintained detailed records of baggage incidents, including , minor damages, and pilfered items. This data is used for internal reporting to identify trends, improve processes, and reduce future incidents.

Evaluated high-priority, CEO or Social Media escalated cases due to internal stakeholders error, ensured that detailed case synopsis are sent to the high priority manager.

Investigated on the Root Cause of flight delayed cases to identify if it was within or outside the airline's control (e.g., mechanical issue vs. severe weather) and determining passenger's compensation eligibility criteria.

Tracked customer interactions and sales to identify recurring issues. Improved data to ensure customer retention and sales analysis.

Served as a primary point of contact by effectively communicating with delivery drivers and internal team to facilitate smooth order fulfillment

Utilized internal software and communication tools to monitor order status, track deliveries, and update customers with accurate information in real-time.

Acted on opportunities to upsell new promotions or add-ons, turning an unavailable item into a positive sales interaction.

Documented all interactions and resolutions in the CRM system, escalating critical issues to senior management during high volume of complex customer complaints, from incorrect orders to delivery mishaps.

Offered incentives and solutions to retain customer loyalty and encourage future purchases.