Shikianh Pathariya

• Managed high-volume inbound and outbound customer interactions via email for Mastercard premium cardholders, consistently
exceeding SLA standards and quality targets.
• Delivered first-contact resolution for customer disputes, transaction queries, card limit reviews, and billing issues using a
customer-first approach.
• Processed card replacements, reward redemptions, and fraud alerts in compliance with financial service regulations and data
privacy standards.
• Escalated complex customer cases to relevant departments ensuring accurate documentation and seamless customer
experience throughout.

• Delivered end-to-end customer service for leisure and corporate travellers via phone and email, handling 50+ queries per shift
with high satisfaction scores.
• Resolved customer concerns related to flight bookings, e-ticket issuances, reissuances, and cancellations in line with airline
fare rules and policies.
• Provided empathetic support for flight disruptions including delays, missed connections, and involuntary rerouting, ensuring
prompt passenger resolution.
• Managed schedule change communications and voluntary fare modification requests, maintaining accuracy and compliance
with airline customer service standards.

• Handled inbound and outbound customer support for Expedia clients across multiple airline carriers, resolving booking
modifications and cancellations efficiently.
• Delivered prompt, empathetic assistance to customers for delays, missed connections, seat upgrades, baggage additions, and
special service requests (SSRs).
• Maintained up-to-date