Deepak Kumar
Corporate Escalations
New Delhi
Summary
Dynamic and dedicated professional with a drive for excellence in any environment. Passionate about contributing to the success of progressive organizations while expanding skills. Recognized for meticulous attention to detail and efficient task management. A proactive team player with a strong work ethic and problem-solving skills. Seeking a role to utilize organizational abilities and enthusiasm to support team goals and foster company growth.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Escalation Specialist
Expedia Group
08.2022 - Current
- Reduced case resolution time by closely monitoring progress and following up with relevant parties as needed.
- Contributed to positive work environment by mentoring junior staff members on effective escalation management techniques.
- Supported company growth by assisting with development of new processes to handle increased volume of escalations effectively.
- Resolved customer complaints by effectively managing escalations and addressing concerns in timely manner.
- Provided consultation for vendor escalations
- Handled B2B Escalations from TAAP travel agency partners and other EPS brands
- Coordinated with internal teams and suppliers (airlines, cruise lines. activity providers, hotels, car rentals and 3PI vendors) to gather necessary information and resources for successful resolution of escalated cases.
- Issuing tickets for flight reservations in Amadeus.
- Publishing new updates on Slack for other team mates.
Digital Marketer
Cognizant (Google Ads)
04.2021 - 08.2022
- Assisting advertisers over email, chat and phone channels
- Resolving issues with marketing campaigns, live ads, digital marketing
- Helping customers to get more internet traffic at lower costs
- Making outbound calls to customers to make sure their concerns are resolved
- Doing service recovery by offering credits and refunds
- Taking feedbacks and resolving complaints
- Coordinating with marketing agencies regarding client accounts
- Determine charges for services requested and making arrangement for collection of payments
- Post 6 months, promoted to LCS (Large Customer Sales) team where we handle big clients like Reebok, Coca-Cola, Electrolux etc.
Subject Matter Expert
Fareportal
07.2020 - 04.2021
- Handling escalated cases, legal, DOT & BBB complaints
- Making outbound calls to customers to make sure their concerns are resolved
- Doing service recovery by offering credits and refunds
- Taking feedbacks and resolving complaints
- Coordinating with multiple airlines over calls and emails
- Resolving problems with itineraries and other services
- Determine charges for services requested and making arrangement for collection of payments.
Schedule Change Analyst
Fareportal
06.2018 - 03.2020
- Assisting passengers with flights rescheduling and refund due to involuntary changes made by airlines over incoming calls
- Coordinating with multiple airlines over calls and emails
- Selling ancillaries like Insurance, seats, baggage protection etc
- Resolving problems with itineraries and other services
- Determine charges for services requested and making arrangement for collection of payments
- Having knowledge of GDS (Amadeus and Sabre)
- Taking feedbacks and resolving complaints.
Customer Relationship Executive
Interglobe Technologies
08.2017 - 06.2018
- Building strong relationship with customers
- Assisting passengers with new reservations, rescheduling and special service request over incoming calls
- Having knowledge of Skyspeed
- Guiding passengers with policies and procedures
- Resolving problems with itineraries and other services
- Taking feedbacks and resolving complaints
- Post completion of 2 months, received new responsibility.
Education
B.COM. -
School of Open Learning Delhi University
10.2014 - 06.2017
Xth -
Sanatan Dharam Public School
04.2011 - 03.2012
XIIth - Commerce
Sanatan Dharam Public School
04.2013 - 03.2014
Skills
Public relations
Assertiveness
Client Retention Strategies
Root Cause Corrective Action
Rapport Building
Multi-tasking Capabilities
Team Management
Public relations
Personal Information
- Date of Birth: 08/03/96
- Father's Name: Mr. Tarachand
- Gender: Male
- Nationality: Indian
- Marital Status: Unmarried
Disclaimer
I hereby declare that particulars given here are true and complete to the best of my knowledge and I bear the responsibility for the correctness of the particulars mentioned.
Timeline
Escalation Specialist
Expedia Group
08.2022 - Current
Digital Marketer
Cognizant (Google Ads)
04.2021 - 08.2022
Subject Matter Expert
Fareportal
07.2020 - 04.2021
Schedule Change Analyst
Fareportal
06.2018 - 03.2020
Customer Relationship Executive
Interglobe Technologies
08.2017 - 06.2018
B.COM. -
School of Open Learning Delhi University
10.2014 - 06.2017
XIIth - Commerce
Sanatan Dharam Public School
04.2013 - 03.2014
Xth -
Sanatan Dharam Public School
04.2011 - 03.2012