Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Arjun Paruchuri

Gurgaon

Summary

Resourceful Associate dedicated to mentoring and educating new team members. Thorough resource on internal company policies and procedures. Driven attitude toward providing customer care within business environment.

Overview

17
17
years of professional experience

Work History

Traveler Service Senior Associate, Premium

Expedia Group
10.2023 - Current
  • Monitored and analyzed traveler interactions to ensure adherence to quality standards and identify opportunities for improvement in process and agents
  • Oversaw and managed the enhancement of advocate performance, identifying areas for improvement and implementing strategies to elevate service delivery through contact monitoring
  • Published biweekly report on KPI’s & metrics of the assigned agents and prepared action plans for improvement
  • Attended process update meetings with stakeholders from various sites to discuss process updates, share best practices, and address any challenges or concerns within the team
  • Independently reviewed and updated standard operating procedures based on audits, coaching sessions, and floor support provided
  • Implemented measures to mitigate retail loss and minimize financial impact
  • Addressed escalated issues and concerns from team members, providing timely resolution and fostering a supportive work environment
  • Offered guidance and support to team members on the floor, assisting with complex inquiries and ensuring smooth operations during peak periods.

Acting Lead

Expedia Group
04.2023 - 10.2023
  • Developed and implemented strategies to improve team performance.
  • Conducted regular meetings with the SME team to review progress and address any issues.
  • Provided guidance on complex projects, ensuring tasks were completed accurately and efficiently.
  • Monitored daily activities of the SME team, ensuring all necessary tasks were completed in a timely manner.
  • Created reports summarizing key metrics such as productivity levels, customer satisfaction ratings.
  • Analyzed data from various sources to identify trends and develop solutions for improving efficiency.
  • Implemented best practices for managing workloads among the SME team members according to individual skillsets.
  • Organized training sessions for new employees joining the SME team, providing guidance on job responsibilities.

Airbnb Global Capability Centre Private Limited
04.2018 - 08.2022
  • Provided exceptional customer service via phone calls and emails, addressing customer queries and issues related to travel bookings
  • Ensured timely solutions to customer inquiries, including last-minute cancellations, rebooking, rescheduling, and amenities issues, enhancing customer satisfaction
  • Coached and supervised team members, ensuring alignment with company policies and directions
  • Conducted performance evaluations and provided coaching for improvement
  • Addressed and resolved customer complaints, ensuring high levels of customer satisfaction and retention
  • Led the team and acted as the first point of contact for support and requirements, facilitating smooth operations.

Credit Card Customer Advocate

American Express India Private Ltd
05.2016 - 04.2018
  • Assisted in the processing of credit card applications for new customers and updated existing accounts.
  • Processed payments, balance transfers, account updates and other transactions accurately and efficiently.
  • Investigated suspected fraudulent activities and reported suspicious activity to the appropriate departments.
  • Educated customers about their rights with regard to billing disputes and fraud protection services.
  • Resolved escalated customer issues in a timely manner while maintaining positive relationships with customers.
  • Maintained up-to-date knowledge of applicable rules, regulations, policies and procedures related to credit cards.
  • Developed strategies for improving customer satisfaction ratings and reducing overall call times.
  • Developed various fraud prevention strategies, including creating new internal policies and procedures.
  • Implemented anti-fraud measures such as identity verification protocols and real-time alerts on high-risk transactions.
  • Evaluated customer requests for changes in account status based on established criteria to determine if they are legitimate or potentially fraudulent.

Senior Process Executive-Voice

Cognizant Technology Solutions India Private Ltd
04.2011 - 10.2015
  • Managed AT&T order management centre CRM, handling orders for customers porting from different telecom service providers to AT&T
  • Conducted training, work allocation, mentoring, and auditing for the team
  • Handled outbound calling, smart chat process, and escalations via email and portal
  • Provided reporting and status updates based on criticality.

Cognizant Technology Solutions India Private Ltd
04.2011 - 10.2015
  • Administered and monitored the company's Salesforce CRM application
  • Created workflows for automated lead routing, escalation, and email alerts
  • Gathered customer requirements and conducted gap analysis for Salesforce implementation
  • Developed and customized Salesforce application based on user needs
  • Customized field and page layout for standard objects
  • Migrated data from SQL Server database to Salesforce
  • Created reports and dashboards as per customer requirements
  • Worked on validation rules, triggers, and page layouts
  • Assisted customers in fixing reports and dashboards
  • Troubleshot Process Builder and Visual Workflow errors
  • Assisted in Salesforce1 App setup and integration implementation.

Customer Service Executive - Insurance Department - UK

HSBC Electronic Data Processing India Pvt. Ltd.
07.2007 - 01.2011
  • Worked in Mortgage Service Centre and provided support for endowment policy claiming, surrender, and death claims
  • Trained staff on mortgage insurance and other processes
  • Conducted audits to ensure compliance with procedures and provided feedback to improve quality
  • Coordinated teams and performance measurement activities
  • Handled customer queries regarding mortgage and personal loans, payment assistance, and collections on delinquent accounts
  • Provided guidance and assistance to customer service representatives.

Education

Bachelor's Degree - Hospitality Management

Government Polytechnic College
03-2006

Skills

  • Flexible and adaptable to change
  • Approachable and excellent communication skills
  • Strong analytical and problem-solving abilities
  • Quick learner with high energy levels
  • Exceptional peer acceptance and ability to face challenges
  • Performance monitoring
  • Project Management
  • Team Leadership
  • Data Analytics
  • Account Reconciliation
  • Project Coordination
  • Team Supervision
  • Complaint Management
  • Training and mentoring
  • Management Support
  • Customer Relationship Management (CRM)
  • Work Planning and Prioritization
  • New Hire Training
  • Attention to Detail
  • Relationship Building
  • Production Support
  • Complex Problem-Solving
  • Performance Improvement
  • Process Improvement
  • Business strategies

Languages

English
First Language
Hindi
Proficient (C2)
C2
Telegu
Proficient (C2)
C2

Timeline

Traveler Service Senior Associate, Premium

Expedia Group
10.2023 - Current

Acting Lead

Expedia Group
04.2023 - 10.2023

Airbnb Global Capability Centre Private Limited
04.2018 - 08.2022

Credit Card Customer Advocate

American Express India Private Ltd
05.2016 - 04.2018

Senior Process Executive-Voice

Cognizant Technology Solutions India Private Ltd
04.2011 - 10.2015

Cognizant Technology Solutions India Private Ltd
04.2011 - 10.2015

Customer Service Executive - Insurance Department - UK

HSBC Electronic Data Processing India Pvt. Ltd.
07.2007 - 01.2011

Bachelor's Degree - Hospitality Management

Government Polytechnic College

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Arjun Paruchuri