MD ARIF
TRAVELER SERVICE ASSOCIATE, ESCALATIONS
Southwest Delhi
Summary
Dynamic and results-driven professional with over 2.5 years of experience at Expedia, specializing in managing and resolving escalations through advanced customer service skills. Proficient in Microsoft Excel, client tools, and risk management, with expertise in skill management, product knowledge, and multitasking. As an Escalation Supervisor for Tier-1 agents, dedicated to delivering exceptional service while effectively resolving complex issues and maintaining high customer satisfaction to uphold the brand's reputation. Proven track record of exceeding company objectives in sales and customer service, complemented by strong communication skills and a commitment to professional responsibility.
Overview
4
4
years of professional experience
Work History
Travel Service Associate, Escalations
Expedia Group
04.2023 - Current
- Specialized in resolving high-profile service issues and escalations using data analysis and policy development.
- Proficient in root cause analysis, maintaining positive relationships, and ensuring service levels.
- As an Escalation Supervisor, I handle escalated cases with a high first-time resolution rate, utilizing troubleshooting and customer retention expertise to uphold brand integrity and drive revenue growth.
- Worked across all three major lines of business, handling chat, voice, and back-office tasks as needed. Managed various client projects, primarily with retail, flexible PLS, TICO, and relocations.
- Enhanced customer satisfaction by providing timely and efficient assistance in various service tasks.
- Provided accurate answers and solutions to customer concerns, inquiries and complaints.
- Developed strong relationships with clients through consistent communication and excellent service delivery.
Lead Associate Quality
IGT Solutions
10.2022 - 04.2023
- Audited Tier 1 agent calls and chats to ensure adherence to client metrics, and conducted biweekly client updates.
- Performed coaching, presentations, certification sessions, and more, enhancing process compliance and agent performance.
- Consistently met daily tasks through live auditing, achieved personal targets, provided coaching, and shared feedback in a timely manner.
- Mentored junior associates, providing guidance on best practices and professional development opportunities.
- Coordinated weekly meetings for internal and external groups.
Customer Support Representative
IGT Solutions
09.2021 - 10.2022
- As a Tier 1 agent for both voice and chat support, I consistently achieved the lowest average handle time (AHT) and high first-call resolution rates.
- I adeptly managed a diverse array of queries, including both lodging and non-lodging issues.
- My performance was marked by minimal escalations, and I was commended for delivering excellent customer service, demonstrating a strong ability to resolve issues efficiently and effectively on the first contact.
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
Education
Bachelor of Arts - Arts
SOL, UNIVERSITY OF DELHI
04.2001 -
High School Diploma -
SBV, NARAINA
04.2001 -
Skills
Amadeus GDS
Client Tools
Product knowledge
Microsoft office
Team building
Analytical Skills
Interpersonal Skills
Problem Solving
Communication
Confidentiality
Stress Management
Multitasking
De-escalation
Supervisory Skills
Customer Satisfaction
Customer Retention
Attention to detail
Travel Industry Knowledge
undefinedWebsites
References
Naman Arora, Traveler Service Supervisor, Escalations
Contact: +91 124 617 0633
Email: naarora@expediagroup.com
Anit Gandhi, Traveler Service Supervisor, Escalations
Contact: +91 88607 27187
Email: agandhi@expediagroup.co
Timeline
Travel Service Associate, Escalations
Expedia Group
04.2023 - Current
Lead Associate Quality
IGT Solutions
10.2022 - 04.2023
Customer Support Representative
IGT Solutions
09.2021 - 10.2022
Bachelor of Arts - Arts
SOL, UNIVERSITY OF DELHI
04.2001 -
High School Diploma -
SBV, NARAINA
04.2001 -