Christina Anthony
Summary
Experienced in addressing and resolving complex customer queries and cultivating a positive image of the company. Excel in both teamwork and individual targets. Passionate about building strong customer relationships, driving brand loyalty and increasing customer engagement. Customer-focused professional with experience in handling complex service escalations and delivering empathetic, solution-oriented support. Currently serving as a Traveler Service Associate at Expedia Group (T3, almost a last point of contact to travelers), skilled in troubleshooting, cross-functional collaboration, and managing high-volume interactions while maintaining high service standards. Committed to customer retention, operational excellence, and continuous professional growth, and now seeking opportunities to take on greater challenges and expand my skill set. With nearly five years of seamless experience across multiple organizations, I have developed a strong understanding of diverse business portals, processes, and requirements. I am adept at quickly adapting to new systems, aligning with varying business needs, and engaging effectively with customers across a wide range of emotional situations. This experience positions me to continuously outgrow myself and add greater value through impactful interactions.
Overview
5
5
years of professional experience
Work History
Traveler Associate Escalations
Expedia Group
Gurugram
01.2024 - Current
- Serve as the final point of escalation for complex customer issues originating from Tier 1 support, ensuring prompt and effective resolution while maintaining the highest standards of customer service.
- Focus on customer retention by delivering empathetic and solution-oriented support, ensuring customers feel heard and valued, and minimizing further disruptions to their experience.
- Utilize a wide range of tools, including Salesforce, GDS platforms (Amadeus and Farelogix), and other business-specific systems, to address customer needs and align with company protocols.
- Collaborated with brands and sub-brands, including Expedia, Hotels.com, and Relocations, to resolve customer concerns, create Guest pages, and assist with back-office case management.
- Demonstrated strong work ethic by completing assigned tasks on time or ahead of schedule while handling high-volume calls and chats to effectively address customer needs.
- Collaborated through Zscaler to troubleshoot and resolve system access challenges, maintaining stable a stable work environment and ensuring uninterrupted access to critical tools.
Service Advisor for CallBA.
British Airways
Gurgaon
10.2023 - 12.2023
- Supported customers with airline travel inquiries and booking-related issues to enhance travel experiences.
- Worked on Pegasus GDS to manage reservations, itinerary changes, and travel modifications.
- Managed flight schedule changes, refunds, and escalated customer concerns while adhering to airline policies.
- Delivered prompt resolutions to facilitate seamless customer experiences.
Process Associate
IGT Solutions Pvt Ltd
Gurugram
04.2022 - 09.2023
- Drove business through providing excellent customer service and product and service knowledge as well as superior customer relationship building skills.
- Provided superior customer service while handling inbound order placement calls and product inquiries.
- Assisting customers and maintaining transparent lines of communication for customers with their order inquiry/tracking, order errors and post order issues, claims and refund processing queries over calls.
Advisor
Concentrix
09.2021 - 01.2022
- Provided high-quality customer assistance through chat support, enhancing customer experience.
- Supported Amazon UK customers at Concentrix by managing multiple interactions and resolving order-related queries, ensuring timely resolutions and maintaining high customer satisfaction.
- Provided expert guidance to clients on product features and benefits.
- Developed training materials for new team members to enhance onboarding experience.
- Resolved customer inquiries through effective communication and problem-solving skills.
Education
Bachelor of Tourism -
IGNOU
New DelhiXII (Senior Secondary) -
CBSE, DTEA Senior Secondary School
X (Secondary) -
National Institute of Open Schooling
Skills
- ESCALATIONS MANAGEMENT
- CUSTOMER RETENTION
- SERVICE AND SUPPORT
- CUSTOMER SERVICE
- EFFECTIVE COMMUNICATION
- CONFLICT RESOLUTION
- CROSS-FUNCTIONAL TEAMWORK
- REAL-TIME COLLABORATION
- TROUBLESHOOTING
- SALESFORCE CRM
- AIRLINE GDS KNOWLEDGE
- Data accuracy
- TIME MANAGEMENT
- ATTENTION TO DETAILS
Personal Information
- Date of Birth: 10/21/02
- Nationality: Indian
- Marital Status: Single
Hobbies and Interests
- Painting
- Dancing
- Playing Volleyball
- Travelling
- Volunteering
Languages
- Hindi
- English
- Hindi
Internship
Participated in India's Biggest food truck festival by So Delhi., PEPSI PRESENT - HORN OK PLEASE, Core team member, 03/09/2018 - 03/11/2018, Event saw turn up of 60,000 people.
Languages
French
Beginner
A1
Timeline
Traveler Associate Escalations
Expedia Group
01.2024 - Current
Service Advisor for CallBA.
British Airways
10.2023 - 12.2023
Process Associate
IGT Solutions Pvt Ltd
04.2022 - 09.2023
Advisor
Concentrix
09.2021 - 01.2022
Bachelor of Tourism -
IGNOU
XII (Senior Secondary) -
CBSE, DTEA Senior Secondary School
X (Secondary) -
National Institute of Open Schooling