Ayusha Gautam

• Takes Over Hard Cases: Handles complex, high-priority, or emotionally charged issues that frontline support reps are not trained or authorized to solve.
• Cuts Through Red Tape: Possesses higher decision-making authority to break standard rules, issue refunds, make policy exceptions, or override system limits.
• Acts as an internal muscle: reaches across different departments (tech, operations, billing, legal) to pull levers and get things moving quickly when a customer is stuck.
• De-escalates conflict: Keeps angry or dissatisfied clients from leaving, posting negative reviews, or taking legal action by listening, empathizing, and taking ownership.
• Fixes systemic leaks: Tracks why issues get escalated in the first place, then alerts management so the company can fix the underlying broken processes.
• Investigated recurring issues and identified process gaps that improved resolution consistency.
• Resolved complex escalated cases by coordinating with cross-functional teams and clarifying next-step actions.
• Documented case details, findings, and customer communications in CRM systems for accurate follow-up.

Quality Analyst:

Conduct manual audits of customer interactions, ensuring thorough evaluation, and timely documentation of quality feedback to support service excellence.

Assess consultant performance using the standardized quality scorecard, identifying individual strengths, opportunities for improvement, training needs, and areas of non-compliance.

Provide constructive, performance-oriented feedback through collaborative coaching sessions conducted in partnership with Team Leads, fostering continuous improvement.

Partner with the Training team to address identified knowledge gaps, and extend focused support to consultants in the bottom performance quartile.

Ensure accurate and organized maintenance of audit records and feedback, in alignment with established Standard Operating Procedures (SOPs).

Analyze consultant performance trends, and share actionable insights with the Operations and Training teams to support data-driven decision-making and continuous improvement initiatives.

Support and contribute to key quality improvement initiatives, including Bottom Quartile (BQ) Plans, Performance Improvement Plans (PIPs), and process optimization efforts.

Stay updated on travel policies, seasonal offers, and new destinations to provide accurate information to agents.

Travel Specialist:

Manages omnichannel customer inquiries to provide end-to-end travel consultation, bookings, modifications, and cancellations.

Advises clients on tailored flight, hotel, transit, tour, and concierge options aligned with their budgets and needs.

Delivers precise, up-to-date guidance on visa eligibility, required documentation, and application procedures.

Coordinates with airlines, hotel partners, and local vendors to secure bookings and resolve operational disruptions.

Handles customer complaints, payment reattempts, and travel emergencies, escalating complex cases as needed.

Drives revenue through relevant cross-selling and upselling while maintaining meticulous records in CRM systems.

• Respond to customer queries promptly and accurately via phone, email, or chat.
• Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
• Follow up with customers to ensure that their issues are resolved.
• Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
• Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
• Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
• Collaborated with cross-functional teams to identify and implement solutions for recurring customer issues.
• Ensure a positive customer experience by handling interactions professionally and empathetically.
• Generate daily and weekly reports on recovery rates, pending cases, and customer feedback for internal stakeholders.
• Meet personal/team qualitative and quantitative targets.
• Gather customer feedback, and share it with our Product, Sales, and Marketing teams.