Harrysha Vasnani
Summary
Poised individual with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
4
4
years of professional experience
Work History
Traveler Service Associate (Escalations)
Expedia Group
11.2023 - Current
- Currently working in Tier 3 Priority Escalations - P1, where I handle Expedia's toughest and most visible service issues through Salesforce.
- Resolving cases by using appropriate tools and resources to assess situations and craft appropriate resolutions, while maintaining close collaboration with the Air Operations, ELCA, PR, and Expedia Partner Resolutions teams.
- Taking charge of inquiries from Expedia's Headquarters addressed to Senior Executives, the Legal Department, Public Relations, Social Media, as well as Consumer Organizations.
- Researching and analyzing data from various sources such as the Amadeus GDS, Farelogix, EPC, Quantum Metric, Console, etc.
- Identifying preventive opportunities and flagging them to the Prevent Support Team whenever necessary.
- Spotting fraudulent activity and escalating it to the relevant teams for scams and phishing attempts, fraudulent transactions, or unauthorized behavior on travelers' accounts.
Traveler Service Associate (Premium)
Expedia Group
10.2022 - 11.2023
- Assisted Expedia Group's premium travelers.
- Handled Air, Lodging, and Car Rental queries.
- Resolved travelers' issues using GDS systems (Amadeus and Farelogix).
- Implemented process knowledge to support the advocates on the floor.
- Utilized Expedia tools to provide tailored solutions to each traveler.
Customer Services Agent
Qatar Airways
08.2021 - 08.2022
- Handled inbound calls from passengers across different countries.
- Worked in several different markets across the globe, including the United States, the United Kingdom, the Philippines, Australia, and Singapore.
- Assisted with the cancellation of existing reservations in case of operational changes, and rebooked tickets.
- Handled ancillary services (baggage, pets, etc.).
Executive
Hexaware Technologies
09.2020 - 04.2021
- Worked with different e-commerce processes (Amazon, and Myntra) in a short span of time.
- Effectively responded to customer queries via email and engaged in continuous learning and development opportunities to promote performance improvement.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving escalated concerns.
Education
Bachelor of Arts -
Indira Gandhi National Open University
Delhi, IndiaSkills
- Emotional Intelligence
- Resilience
- Strong attention to detail
- Critical Thinking
- Problem solving
- Multitasking
- Strong Work Ethic
- Customer Relationship Management
- Listening Skills
- Attention to Detail
- Process Improvements
- Excellent Communication
- Conflict Resolution
Awards & Involvements
- Completed different online certification training programs in Aviation at Qatar Airways.
- Participated in various elocution programs during the school & took the initiative to host different events in the college.
- Received the first prize in a college held seminar on 'Digital India'.
- Tutored primary school students.
- Volunteered at a non-profit organization (AIESEC in India).
Timeline
Traveler Service Associate (Escalations)
Expedia Group
11.2023 - Current
Traveler Service Associate (Premium)
Expedia Group
10.2022 - 11.2023
Customer Services Agent
Qatar Airways
08.2021 - 08.2022
Executive
Hexaware Technologies
09.2020 - 04.2021
Bachelor of Arts -
Indira Gandhi National Open University
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