ESHANI HALDER

Expedia Group

CPCE Global Traveler Escalations team offline.

- As a Global Traveler Resolutions Team we work as Priority 1.

- When a traveler has reached out through all the sources and they haven't found any resolution, they approach help from the CEO or director's.

- The travelers raise a complaint through sources like Legal, PR, social media, executive, BBB and other walk-in ways.

- Using the Salesforce tool we work on the cases which come through the mail box , which is even handled by us.

- Excel, word documents, PDF, email writing and if required calling suppliers or travelers in an emergency is even a part.

- Every new case is a learning experience as the investigation takes u through auditing the calls and chats the frontline team had.

- For verification of the traveler's booking get access to check proof booking to identify the error as well to advocate the company and travelers.

- We calibrate and find out the prevention which could be avoided in future which is a summary in the end we submit.

- Working on GDS and assisting Globally as we get emails through the world wide wherever Expedia has a business.

- Assisting and analysing the right decision making capabilities being a tier 3 supervisor gives me lots of things to learn.

• As a CSA, I am the primary contact for customer inquiries based on reservation and ticketing
• Using ARD(Amadeus) on GDS(Global Distribution System) and manual calculation, provide exceptional service via phone call
• Address customer concerns, handle escalations and ensure a high level of customer satisfaction by effective communication
• Achieving a consistent record of meeting or exceeding first-call resolution and customer satisfaction targets
• Proactively identify areas for process improvement, leading to increase efficiency in handling customer inquiries and enhancing overall service quality.

• As an Associate, I was working for the Dailyhunt(New Channel app) and Josh(social media app) which involved resolving customer concerns via email and chat related to their feedback on Playstore (Google) app
• Maintained detailed records of interactions, comments, and resolutions using Microsoft Excel.

• As a CSR, my profile was AOCS(Security Officer) which involved ensuring safe boarding/ de-boarding of passengers, baggage security checks, Aircraft guarding, AEP checks and maintaining logs for overall activities related to the Aircraft
• I also handled ladder alignment, ensuring no damage caused to the Aircraft
• Handled Aircraft Marshaller role.

• As a Senior CSR, I was the primary contact for customer inquiries based on reservation and ticketing for North America region
• Using GDS(Amadeus/Saber), provide exceptional service via phone call
• Handled overall reservation support and upselling of travelling packages for highest customer satisfaction
• Collaborated with cross-functional teams to escalate complex issues and expedite resolutions, ensuring prompt and effective customer support
• Though IJP, promoted to Quality Analyst and ensured overall quality of the process which involved regular audits, generating reports and proving feedbacks to employees.