Diliip Shah

• Worked closely with teammates to resolve and manage escalated situations as an effective Escalation Specialist.
• Managed legal escalation cases for various travel services including International and Domestic Flights, Hotels, Car rental, Cruises, and Activities
• Assisted clients in resolving queries, improving their experience, and ensuring successful case closures through proactive communication.
• Utilized various software programs such as Salesforce, Zendesk to track escalations and document resolutions.
• Interfaced with internal departments to ensure timely resolution of escalated cases.
• Created documentation outlining standards and guidelines for escalation processes.
• Participated in regular meetings with management team members to discuss best practices in resolving escalations quickly and efficiently.
• Maintained a high level of quality assurance throughout the escalation process.
• Conducted follow-up calls with customers to ensure satisfactory resolutions were achieved.

• Collaborated on implementing schedule adjustments
• Handled customer inquiries about flight schedule modifications for both international and domestic flights
• Provided assistance to clients by making outbound calls for query escalated cases and presenting improved alternatives.
• Established key relationships with partners and vendors, ensuring successful project outcomes.
• Organized and facilitated regular meetings with senior management teams.
• Led initiatives to improve customer service levels throughout organization.
• Coordinated cross-functional teams to deliver high quality results within tight timelines.

• Addressed customer inquiries and concerns via inbound phone calls.
• Provided exceptional customer service by handling challenging situations
• Collaborated on the development of console games
• Successfully upheld exceptional call quality while meeting average handling time targets.
• Advised customers on proper use of gaming hardware and software products.
• Resolved technical issues related to gaming hardware and software.
• Performed troubleshooting steps with customers over the phone or online.
• Managed social media accounts related to the company's games or services.
• Responded to customer inquiries via email, telephone, and chat software.

• Played an integral role in the team as a Schedule Change Executive
• Achieved customer satisfaction by addressing concerns and resolving issues related to schedule changes for both international and domestic flights
• Utilized strong communication skills to assist clients with escalated queries, offering better alternatives.
• Organized and facilitated regular meetings with senior management teams.
• Established relationships with key partners and vendors to ensure successful project outcomes.
• Led initiatives to improve customer service levels throughout organization.

Board: TICO certified

Board: IGNOU-Delhi

Board: IGNOU-Delhi

Board: CBSE