Summary
Overview
Work History
Education
Skills
Timeline
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Ashish Sharma

New Delhi

Summary

Skilled professional with top-notch organizational, problem-solving and communication skills developed many years of industry experience. Successful in interacting and assisting clients of all backgrounds with diverse needs. Gifted in prioritizing and handling simultaneous tasks.

Overview

7
7
years of professional experience

Work History

Traveler Service Associate, Escalations

Expedia Group
Gurgaon
05.2023 - Current
  • Provided exceptional customer service to ensure customer satisfaction.
  • Participated in team meetings to discuss goals and objectives.
  • Resolved high-profile service issues and priority escalations from customers on Real Time via Phone or Chat
  • Assist in the development, testing, and communication of operational policies and procedures.
  • Handle queues for areas of responsibility to ensure response time goals are met.
  • Research and analyze data from various sources related to customer and supplier issues.
  • Identify problems, conduct root cause analysis, and propose forward-looking solutions.
  • Documented and provided executive reporting on individual issue outcomes as well as proposals for future prevention
  • Initiate contact with customers, where appropriate, to solve the issue completely and to add value.
  • Research, analyze, and resolve customer cases by using appropriate tools and resources to assess situations and craft resolutions, while keeping ownership of the issue.

Travel Consultant

IGT Solutions PVT LTD
Gurgaon
03.2017 - 04.2023
  • Travel Disruption Team - Schedule Change Specialist
  • Customer Service Excellence: Assisted customers impacted by significant schedule changes, ensuring minimal disruption to their travel plans, and maintaining a high level of customer satisfaction.
  • Issue Resolution: Effectively managed a high volume of schedule change queries, addressing issues caused by strikes, adverse weather conditions, and other unforeseen events.
  • Communication: Provided clear and timely communication to customers regarding changes to their travel schedules, offering alternative arrangements and solutions.
  • Problem-Solving: Developed and implemented effective strategies to handle complex schedule change scenarios, ensuring that customers were rebooked on alternative flights, or provided with suitable compensation.
  • Collaboration: Worked closely with other departments, including operations, customer relations, and logistics, to ensure a seamless resolution of travel disruptions.
  • Data Management: Maintained accurate records of all customer interactions and schedule change cases, utilizing CRM systems to track and manage cases efficiently.
  • Performance Metrics: Consistently met or exceeded performance targets related to customer satisfaction, response times, and resolution rates.

Education

Bachelor of Commerce (Honours) - Undergraduate Program in Commerce

Kendriya Vidyalaya
New Delhi
11-2016

Skills

  • Customer service excellence
  • Complaint Handling
  • Quality Assurance
  • Customer Service
  • Computer Skills
  • Customer Support
  • Customer Relationship Management
  • Strong Work Ethic
  • Handling Customer Complaints
  • Listening Skills
  • Excellent Communication
  • Complaint resolution

Timeline

Traveler Service Associate, Escalations

Expedia Group
05.2023 - Current

Travel Consultant

IGT Solutions PVT LTD
03.2017 - 04.2023

Bachelor of Commerce (Honours) - Undergraduate Program in Commerce

Kendriya Vidyalaya

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Ashish Sharma