Sanjay Sigum

● Resolved customer queries for a leading airline, including flight changes, cancellations & baggage issues via email.
● Maintained professionalism while addressing sensitive concerns & adhering to deadlines.
● Mentored new agents, enhancing their process knowledge & skills.
● Prepared detailed reports & implemented feedback to improve service quality.

● Supported premium catalog vendors with catalog management & vendor related operations.
● Resolved vendor related inquires efficiently through clear & professional communication.
● Consistently achieved key performance metrics in quality, productivity & first contact resolution.
● Conducted audits, analyzed data & identified trends to suggest process improvements.
● Collaborated with cross-functional teams to resolve escalations & improve vendor experience.

● Managed client interactions, providing details cultural & historical insights during tours.
● Oversaw logistics, including transportation & accommodations, ensuring seamless travel experience.
● Delivered personalized advice on local attractions & dining options based on client preferences.

• Addressed inbound customer calls, delivering first-contact resolution with a focus on quality and efficiency.
• Consistently met & exceeded daily, weekly & monthly performance targets.
• Assisted new associates with onboarding & process guidance to ensure team success