Summary
Overview
Work History
Education
Skills
Languages
Projects
Accomplishments
Extracurricular Activities
STRENGTH
Timeline
Generic

DISHANT KUMAR

New Delhi

Summary

I want a highly rewarding career where I can use my skills and knowledge for organizational and personal growth. Skilled professional with top-notch organizational, problem-solving and communication skills developed many years of industry experience. Successful in interacting and assisting clients of all backgrounds with diverse needs. Gifted in prioritizing and handling simultaneous tasks.

Overview

10
10
years of professional experience

Work History

Traveler Service Associate- Tier 3 Global Escalations department

Expedia Group
01.2024 - Current
  • Handled high-priority customer escalations related to travel bookings, cancellations, refunds, and itinerary changes.
  • Investigated complex travel issues by coordinating with airlines, hotels, and other travel service providers.
  • Provided detailed case analysis and resolutions while ensuring compliance with company policies and industry regulations.
  • Assisted frontline customer service teams by offering guidance on handling challenging customer situations.
  • Negotiated with travel partners to secure waivers, goodwill gestures, and exceptions for escalated cases.
  • Maintained accurate case logs, tracking resolution timelines and ensuring follow-ups until the issue was fully resolved.
  • Analyzed escalation trends and provided feedback to improve service quality and reduce future complaints.
  • Trained and mentored junior customer service agents on best practices in escalation handling and conflict resolution.

Travel Service Associate

IGT Solutions Pvt Ltd
05.2023 - 01.2024
  • Assisted customers with travel bookings, including flights, hotels, and packages, ensuring a seamless travel experience.
  • Provided support for itinerary modifications, cancellations, and refunds while maintaining high customer satisfaction.
  • Resolved travel-related queries via calls, emails, and chats, ensuring prompt and accurate assistance.
  • Worked closely with airline and hotel partners to facilitate special requests and accommodations.
  • Ensured compliance with company policies and industry regulations while handling customer transactions.
  • Utilized CRM tools to maintain records of customer interactions and travel preferences for personalized service.

Customer support executive

CRM Services India Pvt. Ltd.
09.2022 - 03.2023
  • Answer queries related to hotel and flight availability, pricing, and booking procedures.
    Provide detailed information on travel itineraries, room types, airline classes, cancellation policies, etc.

  • Assist customers in booking hotels and flights through the system or manually.
    Handle booking changes (date changes, destination changes, name corrections).
    Process booking cancellations as per the airline/hotel policy.
    Explain refund policies clearly and initiate refunds where applicable.

  • Address customer concerns like overbooked hotels, delayed flights, lost confirmations, etc.
    Provide timely resolutions or escalate to higher departments when needed.
    Work across shifts to ensure support is available at all times.
    Manage high-pressure situations, especially for urgent travel issues.

  • Update customer information and booking details accurately in CRM systems.
    Ensure records are maintained in compliance with data privacy laws.

Associate Service consultant (Health Insurance)

Policybazaar.com
11.2021 - 07.2022
  • Working as a Relationship Manager to create a good relation with the customer and Resolving queries and issues in an appropriate manner.
  • Entertain the customers and provide services over the call and emails on a daily basis.
  • Handling irate customers and providing them a satisfactory resolution to prevent escalation.
  • Provide the services and goods as per the customer requirements for e.g New policies, arranging call backs with the concern team for queries, help the customer in claim settlement.
  • Brief knowledge of health insurance and their benefits and provide the accurate information to the customers
  • Maintain the talk time on daily basis and fulfill the process requirements
  • Give buddyups to the new joinees
  • Train the new joinees and make them understand why are we working in this organization
  • Support supervisor to handle the team as Mentor
  • Lead a team to get the best performances on daily basis and maintain their data in excel

Process (customer service executive)

NIIT Technologies Ltd (International BPO)
11.2015 - 01.2018
  • Creating/Updating database to provide accurate information to client as per various exchange websites.
  • Entertain customers and provide services to the clients over the call
  • Process Corporate Actions including - Name Change/Ticker/ISIN/Sedol/Listing/R-lot/ Change.
  • Correctly updation of trade recommendations (Newsletters) regarding the Option/Future/Swaps/contracts into database to provide correct information to Traders.
  • Verification & research O/H/L/C/V prices of various securities via Exchange websites.
  • Pricing the securities requested by clients on daily basis with the help of various data providers like: Bloomberg, Thomson Reuters, DataStream, Kobra, Iverson, Aspen to ensure that they are correctly valued.
  • Monitoring the dividends declared by various MNCs & raised enquiry for the un claimed dividend.
  • Creation of New EQUITIES, BONDS, MUTUAL FUNDS, OPTIONS : American & European.
  • Maintaining the holidays Calendar worldwide to provide accurate information to Traders regarding Trading Days.
  • Updation and research on Future Point Values & list trade dates of various Future Contracts via Exchange Websites & Data Providers.
  • Tracking the records of Economic Estimates/Indicators which affects the Investments in American & European Markets.
  • Setting up Non – Marketable & Marketable assets (Equity, Fixed Income, Mutual Funds, Bonds, T-Bills, Commercial Papers) & pricing these assets as per standard set of procedures for client on their respective database

Education

MBA - Finance, IB

Tecnia Institute Of Advanced Studies
Delhi
01.2015

BBA - General

Delhi College of Advance Studies
Delhi
01.2013

12th - Commerce

Govt. School
Delhi
01.2010

10th - General

Govt. School
Delhi
01.2008

Skills

  • Reading Proficiency
  • Oral and written Communication
  • Done Research project
  • Ability to Work in a Team Structure
  • Ability to be a leader of the Team
  • Case analysis
  • Conflict resolution
  • Customer relationship management
  • Travel industry compliance
  • Escalation management
  • Negotiation skills
  • Problem solving
  • Effective communication

Languages

Languages Known: Hindi, English

Projects

Uem india Pvt. Limited - Studied marketing strategies on uem (Duration: 8 weeks), MTNL Telecom company - A descriptive approach towards the financial analysis of MTNL an Indian telecom organization (Duration: 6 weeks)

Accomplishments

  • Rewarded as a training champion in my training time.
  • I have become a Mentor in the process after giving internal interview and handled a 10 number of people
  • Rewarded in RNR as a best performer in every month with certificates and trophies
  • Company gave me an opportunity to handle the escalations or complaint cases for 1 month
  • I have got many appreciations from the customers as well as from the Company.
  • Rewarded as I AM DEPENDABLE tag in the company.

Extracurricular Activities

Secured 1st Position at College level in Group Singing competition. Secured 1st Position at College level in Group dance competition. Represented group singing team in 2014 at University prelims. Secured Second position in Group singing at University Prelims

STRENGTH

  • Work Integrity and ethics: Adhere to a high level of work integrity and ethics put in place by the organization and try to accomplish the tasks set by the management in a timely manner. In pursuit of that I try to remain focused and in a way I am a highly self-motivated individual. At the same time I also try to take care in achieving the common goal of the team I am working at that time.
  • Prioritization sense: To achieve the targets in time bound fashion, I put enough emphasis on prioritizing my work related goals.
  • Friendly Individual: Try to make workplace friendlier and easier and accommodating for co-team mates.
  • Communication: Sufficiently good at business communication.
  • Pro-Active Individual: Quick at assessing critical situations and try to take evaluative measures as soon as possible. In a way try to remain proactive in work space to the highest extent it is possible.
  • Self Confidence: A highly self-confident individual with standard moral values.
  • Quick Learner: I prefer to acknowledge myself as someone who is adaptive to new situations and learns things comparatively swiftly. In the process I always engage myself in learning new skills relevant to the work environment.

Timeline

Traveler Service Associate- Tier 3 Global Escalations department

Expedia Group
01.2024 - Current

Travel Service Associate

IGT Solutions Pvt Ltd
05.2023 - 01.2024

Customer support executive

CRM Services India Pvt. Ltd.
09.2022 - 03.2023

Associate Service consultant (Health Insurance)

Policybazaar.com
11.2021 - 07.2022

Process (customer service executive)

NIIT Technologies Ltd (International BPO)
11.2015 - 01.2018

MBA - Finance, IB

Tecnia Institute Of Advanced Studies

BBA - General

Delhi College of Advance Studies

12th - Commerce

Govt. School

10th - General

Govt. School
DISHANT KUMAR