Summary
Overview
Work History
Education
Skills
Timeline
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Hardik Batra

New Delhi

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

6
6
years of professional experience

Work History

Lodging Partner Associate

Expedia Group
Gurugram
02.2024 - Current
  • Key Responsibilities
    Advanced Partner Support: Provide comprehensive assistance to hotel partners and internal teams through various channels, including chat, calls, and emails, ensuring timely and effective resolution of inquiries.

    VIP Partner Management: Handle inbound calls from VIP hotel partners, delivering prompt and personalized solutions to maintain high satisfaction levels.

    Notable Achievements
    Acted as a mentor for finance-trained associates over a 4-month period, facilitating their integration and performance improvement within the team. Assisted colleagues by effectively utilizing KB articles, leading to improved issue resolution times and team efficiency which is reflected in the shoutouts received

    Consistently received positive feedback from hotel partners for prompt and effective support, Identified and implemented improvements in handling partner inquiries.

Sr Executive

Fareportal Pvt Ltd
Gurugram
08.2022 - 02.2024
  • Key Responsibilities
    Managed Involuntary Flight Disruptions: Handled involuntary flight changes and cancellations, ensuring timely and accurate processing of affected bookings.

    Cross-Functional Coordination: Collaborated with internal teams, suppliers, and airline partners to facilitate seamless rebooking, refunds, and customer communications during schedule disruptions.

    Customer Communication: Provided clear and empathetic communication to customers regarding involuntary changes, offering alternative solutions and managing expectations to maintain customer satisfaction.

Process Associate

Interglobe Technologies Pvt Ltd
Gurugram
06.2021 - 08.2022
  • Key Responsibilities
    Customer Support Across Travel Services: Handled inbound and outbound calls, assisting customers with bookings, modifications, and cancellations for flights, hotels, and rental cars.

    Issue Resolution: Addressed customer inquiries and resolved issues related to reservations, payments, and travel disruptions, ensuring timely and effective solutions.

    System Navigation: Utilized internal systems and tools to manage bookings, process transactions, and document customer interactions accurately.

Customer Service Representative

Concentrix Daksh Services Pvt Ltd
Gurugram
07.2019 - 06.2021
  • Key Responsibilities
    Emergency Call Handling: Responded promptly to inbound calls from customers requiring immediate roadside assistance, ensuring accurate assessment and swift action.

    Service Coordination: Dispatched appropriate service providers (e.g., towing, battery jump-starts, lockout services) by evaluating customer location and situation urgency.

    Customer Communication: Maintained clear and empathetic communication with customers during high-stress situations, providing updates and safety guidance.

    Documentation: Accurately recorded all customer interactions and service details in the CRM system for quality assurance and future reference.

Education

Bachelor of Arts -

MATS University
Raipur,India
06-2022

High School Diploma -

MCL SBM
New Delhi,India
06-2018

Skills

  • Problem solving
  • Adaptability
  • Issue resolution
  • Active listening
  • Customer communication
  • Cross-functional coordination
  • Time management
  • Conflict resolution
  • Troubleshooting
  • MS office
  • Decision-making

Timeline

Lodging Partner Associate

Expedia Group
02.2024 - Current

Sr Executive

Fareportal Pvt Ltd
08.2022 - 02.2024

Process Associate

Interglobe Technologies Pvt Ltd
06.2021 - 08.2022

Customer Service Representative

Concentrix Daksh Services Pvt Ltd
07.2019 - 06.2021

Bachelor of Arts -

MATS University

High School Diploma -

MCL SBM

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Hardik Batra