Bhawna Sinha
Bangalore
Summary
Highly motivated and customer-oriented professional seeking a challenging role in travel domain. With extensive experience in providing exceptional customer service and resolving customer concerns, I aim to contribute my skills to ensure customer satisfaction and foster positive client relations. Committed to delivering efficient and effective solutions while maintaining a high level of professionalism.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
Work History
Escalation Specialist
Expedia Group
GURGAON
07.2022 - 02.2024
- Working at Expedia Group as Escalation specialist who handles customer concerns at every stage of travel from pre-booking to post-travel, managed and resolved customer issues, ensuring swift resolution, exceptional customer service to travelers by addressing inquiries, resolving issues, and ensuring a positive experience throughout their journey, implemented effective escalation procedures
- Additionally handling the ticketing requirement of the whole department on Amadeus, Sabre, and farelogix
- Maintaining maximum case closing rate with negligible repeat, achieved zero error transaction count and maintained great customer satisfaction rate, which helped getting recognized as one of the top performers of the department
- Collaborated with cross-functional teams to identify recurring customer issues and implemented proactive measures to prevent escalations
- Trained and mentored junior team members on effective escalation handling techniques, leading to increased team efficiency and improved customer service outcomes.
Quality assurance analyst
IGT SOLUTION
GURGAON
02.2021 - 07.2022
- Joined as customer service associate for Expedia Process and achieved the Quality Analyst position before joining Expedia as a part of client absorption
- Handled up to a span of 80 people ensure that quality parameters were met with the level of customer service and transaction processing, provided regular coaching and conducted feedback sessions periodically.
Sales and customer service executive
TelePerformance
GURGAON
02.2020 - 12.2020
- Responsible for generating, tracking and converting leads into sales through upselling process from our established clients
- Creating, managing documenting customer account.
Education
Electrical Engineering - undefined
Aryabhat Knowledge University
08.2014 - 05.2018
Class 12 - undefined
D A V Public School
Class 10 - undefined
D A V Public School
Skills
Communication skillsProblem-solvingMultitaskingAdaptabilityTeam player
Skills
Professional, Professional, Professional, Professional, Professional, Professional, Professional
Personal Information
- Date of Birth: 08/26/93
- Nationality: Indian
Timeline
Escalation Specialist
Expedia Group
07.2022 - 02.2024
Quality assurance analyst
IGT SOLUTION
02.2021 - 07.2022
Sales and customer service executive
TelePerformance
02.2020 - 12.2020
Electrical Engineering - undefined
Aryabhat Knowledge University
08.2014 - 05.2018
Class 12 - undefined
D A V Public School
Class 10 - undefined
D A V Public School