Joydev Mukherjee
Escalation Supervisor - Tier 3
Gurugram
Summary
Ambitious, diligent and passionate about work
Customer service professional focused on delivering impactful solutions and fostering positive relationships. Skilled in troubleshooting, resolving complex issues, and enhancing customer satisfaction. Known for effective communication and adaptability in dynamic environments, ensuring seamless team collaboration and achieving consistent results.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
3
3
Languages
Work History
Escalation Supervisor
Expedia Group
08.2023 - Current
- Resolving customer complains and queries.
- Guiding and supporting frontline team.
- Providing highest level of customer satisfaction.
Customer Service Executive
Qatar Airways
10.2021 - 08.2023
- Reservation and ticketing.
- Customer Service
Associate Business Development Manager
ICICI
11.2020 - 05.2021
- Established long-term relationships with satisfied customers, soliciting referrals for new business opportunities.
- Streamlined internal processes by implementing CRM software to track leads, manage sales pipelines, and monitor performance metrics.
- Conducted market analysis to identify emerging trends and opportunities for business expansion into new sectors or regions.
- Optimized proposal creation process by developing customizable templates that improved efficiency while maintaining professionalism.
Customer Service Executive
IndiGo Airlines ( Interglobe Aviation Pvt Ltd)
10.2016 - 08.2020
- Airport operations and customer service.
- MHB , ticketing, boarding gate, BMA, BBA, Arrivals
Career Development Executive
Collabera Technologies Private Limited
03.2015 - 08.2016
- Developed and executed strategic initiatives to implement key changes and improvements in business development and sales programs.
- Created strategic and tactical sales initiatives for forward planning to meet key objectives.
Assistant Team Lead
Kochar Infotech
07.2013 - 03.2015
- Implemented process improvements to reduce errors and increase overall efficiency.
- Promoted a positive work environment by fostering teamwork and open communication among team members.
- Supervised 120 co-workers.
- Worked with customer service representatives to handle escalated customer issues.
- Led regular team meetings to discuss progress, challenges, and opportunities for growth, fostering an atmosphere of continuous learning.
- Mentored junior team members for increased skill development and career growth.
- Managed daily operations efficiently by monitoring task completion rates, allocating resources strategically as needed.
Education
Bachelor's - Business Administration
Mountain Institute of Management and Technology
01.2010 - 03.2013
Senior Secondary - Commerce
The Aditya Birla Public School
01.2009 - 01.2010
Diploma - Aviation and Travel Management
Aerostar Jet Training Academy
03.2015 - 07.2016
Skills
- GDS ticketing and reservation
- Customer support
- Effective communication
- Customer escalation handling
- Team leadership
Interests
Music
Cooking
Dance
Singing
Travel
Supported Causes
UNICEF
Honor Awards - Award
NA
Software
Amadeus
Farelogix
Voyager
Timeline
Escalation Supervisor
Expedia Group
08.2023 - Current
Customer Service Executive
Qatar Airways
10.2021 - 08.2023
Associate Business Development Manager
ICICI
11.2020 - 05.2021
Customer Service Executive
IndiGo Airlines ( Interglobe Aviation Pvt Ltd)
10.2016 - 08.2020
Career Development Executive
Collabera Technologies Private Limited
03.2015 - 08.2016
Diploma - Aviation and Travel Management
Aerostar Jet Training Academy
03.2015 - 07.2016
Assistant Team Lead
Kochar Infotech
07.2013 - 03.2015
Bachelor's - Business Administration
Mountain Institute of Management and Technology
01.2010 - 03.2013
Senior Secondary - Commerce
The Aditya Birla Public School
01.2009 - 01.2010
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