Summary
Overview
Work History
Education
Skills
Websites
References
Timeline
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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

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Websites

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 -

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MD ARIFTRAVELER SERVICE ASSOCIATE, ESCALATIONS