Ekagra Jain
Customer Service Representative @Porter Airlines Inc.
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WORK HISTORY
Customer Service Representative @Porter Airlines Inc.
Toronto, ON, CA
Greeting clients with a smile and courteous customer service, whether they require assistance with the kiosk check-in process, luggage check-in at the counter, or delivering pertinent travel-related information.• Assisted 100+ passengers, on average eight hours, including inspecting & verifying passenger documentation and managing passenger baggage processing, including handling & fee calculations.• Performing boarding and gate duties, such as checking flight tickets, assisting, and directing passengers, making announcements, checking aircraft, and confirming cabin security.• Managing and controlling operational time to meet station operation and organizational objectives.• Frequently, resolving client requests, queries, and complaints require situational analysis to identify the most effective utilization of resources.• Delivering a high level of support to supervisors, leads and CSRs on team management, system process and guidelines.• Work with other departments including flight crew team, baggage service team, catering team and ramp team to respond to customer inquiries and ensure resolution.• Handling highly escalated and fraudulent booking passengers via polite communication and issue resolution skills.
EDUCATION
Indian School of Media
Diploma
Camosun College
Post Degree Diploma
University of Mumbai
Bachelor of Commerce
ABOUT EKAGRA JAIN
An experienced individual worked in business development, marketing and sales job profiles with extensive experience in promoting services such as eCommerce marketplace management, website development & management, digital marketing with hands-on expertise in sufficing clients & business needs, enhancing clients business exposure in the digital market and maximize new business opportunities to achieve KPIs.I have worked closely with internal and external stakeholders, generated SQL from traditional and digital marketing activities, assisted and collaborated with cross-functional teams to oversaw business activities in order to achieve the organizational goals. Passionate about fostering long term relationships with clients, customers, team members and providing accurate solutions as per the business requirements through out the box thinking that develops long term partnerships built on trust, accountability, mutual respect and transparency.I have worked on several aspects of business activities -> Generating new leads from email marketing and social media marketing campaigns,> Independently managing close pipeline on Salesforce CRM,> Accurately assigning clients to account executives by analyzing their strengths and weaknesses,> Closely monitoring company and client social media platforms including Facebook, Twitter, Instagram, and LinkedIn,> Generate and analyze market data reports every week and perform key presentations for all C-level executives.I am proficient in technology and industry-standard tools like MS Office, Google’s range of marketing products, Salesforce & HubSpot CRM systems, LinkedIn sales navigator, MailChimp, Adobe Photoshop.Working in the security industry has given me out of the box experience in law enforcement, conflict resolution, negotiations with diverse human beings, strong communication with EMS, and an excellent understanding of human behaviours. I look forward to connecting with you and learning more about how we can work together and make some magic in the industry!My Current Expertise inMS Office - Excel, Word, PowerPoint, Outlook.Digital Platforms - Instagram, Facebook, LinkedIn, Snapchat.Analytical tools - SEMrush, Hootsuite, Google AnalyticsCRM tools - Salesforce, HubSpot, Zoho, Zendesk.Photoshop tools - Adobe creative suite, Adobe Photoshop, Canva.Email Marketing - Mailchimp, Zoho mail.Specialities - Project management, Branding, Strategic communications, creative thinking, enhancing customer experience, strong attention to detail, multitasking, interpersonal and organization skills.
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