HIMANI DHAWAN
Senior Customer Care Representative
Noida
Summary
With more than 5 years of expertise in the OTA sector, I have gained valuable experience in effectively handling customers and delivering prompt and satisfactory solutions. My focus has always been on efficiency and ensuring customer satisfaction. As an experienced Customer Service Specialist, I excel at prioritizing tasks and managing multiple responsibilities in a fast-paced setting. Additionally, I possess strong skills in working under pressure and adapting to new situations and challenges.
Overview
7
7
years of professional experience
7
7
years of post-secondary education
Work History
Senior Customer Service Representative
Holisto
12.2020 - 05.2024
- Handled inbound calls and emails, offering frontline customer assistance and escalated inquiries promptly to maintain customer satisfaction
- Resolved customer complaints promptly, ensuring exceptional service delivery.
- Provided support for various issues including bookings, payments, billing, refunds, cancellations, and technical queries.
- Maintained detailed records of customer interactions and feedback using Zendesk for future reference.
- Escalated critical customer concerns such as Dispute, Chargeback, and BBB issues while de-escalating tense situations and maintaining a friendly demeanour.
- Additionally, collaborated with internal suppliers to address customer concerns effectively.
- Assisting in addressing complaints on review platforms such as Trustpilot.
- Collaborating with metasearch engines (Trivago, TripAdvisor, Kayak, Google) and internal suppliers (Restel, Expedia, W2M, HBDS) to address any concerns related to reservations.
Customer Service Representative
Cancelon
09.2017 - 03.2020
- Offered frontline support via calls and emails and chats, aiding customers in product transactions and service inquiries.
- Ensured prompt resolution of customer complaints, delivering exceptional service.
- Provided assistance for various reservation-related issues including On Spot/Pre & Post bookings.
- Maintained detailed customer records using CRM for future reference.
- Managed escalations such as Dispute, Chargeback, and BBB, while collaborating with internal suppliers to address customer concerns effectively. Additionally, contacted hotels directly to investigate reservation issues.
- Liaised between customers and internal teams for issue resolution.
Education
Bachelor of Commerce - Commerce
University of Delhi
New Delhi 07.2015 - 08.2020
Higher Secondary (XII) - Commerce
G.R. Memorial. S.S Public School
New Delhi 04.2014 - 04.2015
High School (X) - Science
G.R. Memorial. S.S Public School
New Delhi 04.2012 - 04.2013
Skills
Attentiveness
Time Management
Problem-solving
Critical thinking
Communication Skills
Effective Listening
Empathy
Analytical Skills
Adaptability and Flexibility
Timeline
Senior Customer Service Representative
Holisto
12.2020 - 05.2024
Customer Service Representative
Cancelon
09.2017 - 03.2020
Bachelor of Commerce - Commerce
University of Delhi
07.2015 - 08.2020
Higher Secondary (XII) - Commerce
G.R. Memorial. S.S Public School
04.2014 - 04.2015
High School (X) - Science
G.R. Memorial. S.S Public School
04.2012 - 04.2013
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