Allwyn Francis Lobo

 

First Line Customer Care Escalations,

Etraveli India Pvt Ltd, Mumbai

JULY 2025  — P R E S E N T

 

Handled high-priority customer escalations related to bookings, cancellations, and refunds, ensuring timely resolution and consistent SLA adherence. Effectively de-escalated complex customer issues to improve satisfaction and retention, while collaborating with internal teams and external partners to drive faster outcomes. Identified recurring problems through root cause analysis and contributed to process improvements, reducing repeat issues and enhancing overall service quality.

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First Line Travel Agent,

Etraveli India Pvt Ltd, Mumbai

M A R C H 2 0 2 4 — JULY 2025

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Responding to customer inquiries and addressing passenger complaints through phone or chat. Rebooking and cancelling tickets based on passenger requests using GDS software like Amadeus, Sabre, and Galileo, as well as various airline portals such as Pegasus and SQ360, or through low-cost carrier websites.

 

Legal Consultant,

Sainath Estate Consultancy, Mumbai

J A N U A R Y 2 0 2 1 — P R E S E N T

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Employed full-time from January 2021 to December 2021, before transitioning to freelancing in January 2022. Responsibilities included drafting sale agreements, rental agreements, wills, gift deeds, and powers of attorney.

 

Founding Member, Business Development Manager,

Beard Bros, Mumbai

A U G U S T 2 0 1 6 — S E P T E M B E R 2 0 1 8

 

Digital Marketing Executive, specializing in Web and Graphic Design, Networking with Clients, and implementing Digital Marketing strategies for them. Additionally, responsible for Contract Reviews.

 

Senior Associate,

Wipro Pvt Ltd, Mumbai

J A N U A R Y 2 0 1 5 — J U LY 2 0 1 6

 

I worked as a senior associate in the Singapore Airlines process, where I excelled in handling customer calls. I transitioned to assisting my team with reissuing tickets and providing support for passengers affected by flight delays. My responsibilities included managing customer inquiries and complaints, rebooking passengers during flight disruptions, and booking tickets in the Amadeus system.

 

Head Chef,

Brunch N Munch Restaurant, Mumbai

D E C E M B E R 2 0 1 3 — S E P T E M B E R 2 0 1 4

 

Dedicated to culinary creativity, keeping up with industry trends, and consistently enhancing the dining experience for guests. Menu creation is informed by customer feedback and an understanding of the business side of the industry.

 

Customer service executive,

Serco Global Services Limited, Mumbai

A U G U S T 2 0 1 2 — J A N U A R Y 2 0 1 3

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Worked as a Senior Associate in the easyJet process, where I assisted customers through calls and emails by booking and reissuing flight tickets in ERes, and handling customer queries and complaints.

 

Sales Executive,

QUSAI Holidays (Club Mahindra Holidays), Mumbai

F E B R U A R Y 2 0 1 2 — J U N E 2 0 1 2

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Proficient in identifying client needs, presenting tailored solutions, and negotiating favourable terms to ensure mutual satisfaction. This includes cold calling customers to inform them about membership opportunities, scheduling meetings, and visiting clients to finalise sales.

 

Marketing Executive,

Khaugalli Restaurant, Mumbai

O C T O B E R 2 0 1 1 — D E C E M B E R 2 0 1 2

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We educated customers about our services and distributed leaflets. We generated leads through email marketing campaigns and cold calling, which increased our lead count.

 

Marketing Executive, Counsellor, Animation Faculty,

Darshil Info Tech, Part of St. Angelo's Computer LTD., Mumbai

A U G U S T 2 0 1 0 — S E P T E M B E R 2 0 1 1

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Looking after the marketing, such as pamphlet distribution and paper inserts. Counselling parents and students about the courses. Teaching students 2D animation.

 

Customer Service Representative,

Birla Sun Life Insurance, Mumbai

O C T O B E R 2 0 0 9 — D E C E M B E R 2 0 0 9

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Providing prompt and effective support to customers via email to resolve any issues they may have with their policy documents.

 

Telemarketing Executive (Third Party),

Club Mahindra Holidays, Mumbai

M A R C H 2 0 0 9 — J U LY 2 0 0 9

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As a telemarketing executive, I excelled at inviting prospects to engaging presentations and efficiently selling memberships through personalised calls.