Esha Malik
Delhi
Summary
Results-driven customer service and operations professional with over three years of experience in the travel and support industry. Demonstrated expertise in handling complex escalations, managing cross-functional coordination, and leading high-performing teams. Proven ability to drive process improvements, enhance customer experience, and deliver consistent performance in high-pressure environments. Seeking to contribute leadership and analytical skills toward impactful business outcomes.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Traveler Service Lead – TPSP Prevent Support Team
Expedia Online Travel Services Pvt. Ltd.
04.2025 - Current
- Leading a team of 11 associates, ensuring daily service operations, case quality, and SLA adherence.
- Conducted performance reviews, mentorship, and training initiatives for team development.
- Spearheaded process optimizations by collaborating with cross-functional teams.
- Successfully managed the 'Traveler Cancellation Feedback' project.
Traveler Service Associate – TPSP Prevent Support Team
Expedia Online Travel Services Pvt. Ltd.
01.2024 - 03.2025
- Investigated and escalated valid prevention opportunities flagged by various teams.
- Handled lodging content updates through EPC, and monitored technical escalations via JIRA.
- Recognized as a top performer in productivity and process improvement.
Traveler Service Associate – Online Escalations
Expedia Online Travel Services Pvt. Ltd.
10.2021 - 12.2023
- Resolved Tier 3 escalated traveler issues involving hotel, flight, and package bookings.
- Worked with internal and external stakeholders to ensure timely resolutions.
- Identified and flagged recurring issues for systemic improvements.
Customer Service Representative – Chat Support
IGT Solutions Pvt. Ltd.
03.2021 - 10.2021
- Provided real-time support to Expedia customers across various services.
- Maintained high-quality standards and contributed to content improvement.
Operations Representative – Telematics Team
Concentrix Daksh Services Pvt. Ltd.
10.2019 - 10.2020
- Supported MG Motor customers with i-Smart feature and emergency queries.
- Delivered timely troubleshooting to ensure customer satisfaction.
Education
B.Tech - Civil Engineering
KCC Institute of Technology & Management
06-2019
Senior Secondary - Science
Lady Irwin Girls Sr. Sec. School
03-2015
Secondary School -
Lady Irwin Girls Sr. Sec. School
03-2013
Skills
- Salesforce
- Microsoft Office Suite
- Autocad, Staad pro
- C, C
- Escalation management systems
- Strategic thinking
- Analytical mindset
- Process optimization
- Stakeholder collaboration
- Team building
- Training & Development
- Strong communication skills
- Leadership skills
- Quick learner
- Solution-focused
Certification
- Internal training at Expedia (EPC, escalation handling)
- RCC building design and estimation – Mecon Ltd
- On-site construction training – Delhi Tourism and Transportation Development Corporation
Languages
- English
- Hindi
Timeline
Traveler Service Lead – TPSP Prevent Support Team
Expedia Online Travel Services Pvt. Ltd.
04.2025 - Current
Traveler Service Associate – TPSP Prevent Support Team
Expedia Online Travel Services Pvt. Ltd.
01.2024 - 03.2025
Traveler Service Associate – Online Escalations
Expedia Online Travel Services Pvt. Ltd.
10.2021 - 12.2023
Customer Service Representative – Chat Support
IGT Solutions Pvt. Ltd.
03.2021 - 10.2021
Operations Representative – Telematics Team
Concentrix Daksh Services Pvt. Ltd.
10.2019 - 10.2020
B.Tech - Civil Engineering
KCC Institute of Technology & Management
Senior Secondary - Science
Lady Irwin Girls Sr. Sec. School
Secondary School -
Lady Irwin Girls Sr. Sec. School
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