Diksha Mishra
Pune
Summary
To work in tandem with a team in a challenging and competitive environment, where I could improve my knowledge, capabilities, and put them to use for the development of the organisation.
Overview
7
7
years of professional experience
Work History
Senior Executive
Fareportal
06.2022 - Current
· Coordinating cross-functional teams to streamline processes and improve efficiencies.
· Facilitated communication between different departments, resulting in improved collaboration among teams.
· Handling escalation cases that include DOT, BBB, chargebacks, and legal social media escalations.
· Implemented comprehensive risk management strategies to protect the organization from unforeseen financial pitfalls.
· Provide floor support and real-time assistance to the team for FCR on customer queries and escalations.
Customer Care Executive
Majorel India PVT LTD
04.2021 - 09.2021
- Handling Back office and outbound calls
- Diagnose the Guest and Partner specifications and help them with the suitable suggestions.
- Handling BO queues cancellation, Modification, Refund.
Customer Care Representative
Interglobe Technology
09.2019 - 07.2020
- Company Overview: IGT
- Handling back office work.
- Handling B2B Services.
- Ticketing/Refunds/Reissue.
- IGT
Travel Consultant/Adviser
ISON BPO PVT LTD
06.2018 - 05.2019
- Company Overview: Goibibo.Com
- Handling Customer escalation and ensuring 100% resolution.
- Handling BO queues (online Reissue, Refund, Cancellation, Issuance and inbound emails).
- Diagnose the client specifications,wishes and suggest suitable travel package and support.
- Scrubbing D-sat cases to share analysis(ACPT analysis)
- Goibibo.Com
Education
B.A. - Political Science Honours
Delhi University (SOL)
01.2018
S.S.C -
Durga Charan Girls Inter College
01.2015
H.S.C -
Durga Charan Girls Inter College
01.2013
Skills
- Escalation handling
- Risk management
- Operational efficiency
- Travel coordination
Accomplishments
- Awarded as the highest C-sat scorer on Sep 18
- Awarded silver medal in state-level swimming championship, Sep 12
Hobbies and Interests
- Traveling
- Dancing
- Swimming
- Watching Web Series
Projects
Sentinels (0-followup)-Escalation Reduce, Analysis, 2, 3 Months, Involvement of numbers of team leading to high number of follow-up which gets missed due to high quantum, Eliminate needs of follow-ups by implementing process with focus to increase FCR's
Disclaimer
I hereby declare that the above written particulars are true to the best of my knowledge and belief.
Languages
- Hindi
- English
Personal Information
- Date of Birth: 10/03/98
- Gender: Female
- Nationality: India
- Marital Status: Unmarried
Timeline
Senior Executive
Fareportal
06.2022 - Current
Customer Care Executive
Majorel India PVT LTD
04.2021 - 09.2021
Customer Care Representative
Interglobe Technology
09.2019 - 07.2020
Travel Consultant/Adviser
ISON BPO PVT LTD
06.2018 - 05.2019
B.A. - Political Science Honours
Delhi University (SOL)
S.S.C -
Durga Charan Girls Inter College
H.S.C -
Durga Charan Girls Inter College
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