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 Delhi11-2016
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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