Kshitij Gupta
Travel Consultant
Gurugram,HR
Summary
Travel Service Associate with 2+ years of contact center experience, excelling in customer service across voice, chat, and service requests. Strong proficiency in Microsoft Office and GDS systems, including Sabre and Amadeus, with a comprehensive understanding of travel operations. Skilled in identifying and addressing traveler needs effectively. Adaptable to changing environments, consistently achieving high customer satisfaction. Dynamic executive assistant with a strong background in supporting high-level executives and board members, facilitating smooth office functions. Expertise in handling special projects that align with strategic goals, resulting in improved operational efficiency. Committed to maintaining a positive atmosphere and delivering exceptional support to leadership.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
Work History
Travel Consultant
Expedia Group
Gurugram, Haryana
06.2023 - Current
- Oversaw resolution of issues from online and offline sources, managing processes end-to-end. Fostered relationships with co- workers, management, and partners for collaborative success. Built a world-class skill set for travel agents, improving client interactions. Utilised advanced technology to identify solutions while maintaining control over customer expectations. Provided outstanding service that encouraged repeat bookings from travellers. Modified schedules proactively to reduce customer wait times for agent assistance. Embraced a dynamic setting by engaging in special projects to enhance team performance.
- Accumulated two years of experience within contact center environment. Excelled in verbal and written communication to uncover customer needs. Adapted approach based on customer sentiment for optimal interaction. Owned traveler issues, taking proactive measures for resolution. Engaged actively with travellers to ensure all concerns were addressed promptly. Utilised resources effectively to anticipate and respond to traveler requirement
Executive Assistant
Smart Tech Infosystems
Gurugram, Haryana
06.2020 - 12.2020
- Work closely with the CEO to keep them well informed of upcoming
commitments and responsibilities, following up appropriately. Act as a
"barometer," having a sense for the issues taking place in the environment and keeping the CEO updated. Anticipate CEO's needs in advance of meetings, conferences, etc. - Provide "gatekeeper" and "gateway" role, providing a bridge for smooth communication between the CEO and staff, demonstrating leadership to maintain credibility, trust, and support with the Executive Team. Complete projects by assigning work to appropriate staff, including the Executive Team, on behalf of the CEO.
- Answer main phone line and respond to inquiries.
- Manage petty cash reimbursements and reconciliation.
Account Manager
Encore Capital Group
Gurugram, Haryana
02.2018 - 03.2020
- Completed training in credit management and civil court practices to maintain up-to-date legal knowledge involving collection practices.
- Set up and updated customer accounts and CRM with interactions, payments and personal information.
- Accessed credit records to evaluate customer credit histories.
- Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
- Reconciled discrepancies between accounts receivable general ledger account and accounts receivable trial balance account.
- Supervised invoice processing, purchase orders, expense reports, credit memos and payment transactions.
- Supervised staff of collectors, monitoring phone calls and letters.
- Contacted clients with past-due payments and actively monitored all payments due from clients.
- Worked with legal resources and recovery teams to manage default issues.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
Customer Service Associate
BT Global Business Service Pvt Ltd
Gurugram, Haryana
02.2016 - 08.2017
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- To take calls, chats & handle back office work promptly within agreed timescales and in line with agreed process and procedures.
- Take responsibility for personal development and drive own performance.
- When dealing with customers aspire to deliver an excellent customer experience via. Chats, back office or on calls.
- To ensure prompt and accurate information being provided with appropriate resolution.
- To fully support and take guidance from the manager, raising awareness to them of any factors which may affect the performance of individuals or the whole team.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
Technical Support Officer
Convergys
Gurugram, Haryana
05.2013 - 02.2016
- Analyzed and developed service goals for in-bound call center.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Assisted customers with shipping and special order requests, and arranging merchandise pick-up at other locations.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
Education
Bachelor of Commerce -
Bareilly College, Rohilkhand University
Bareilly 03.2010 - 03.2013
Intermediate -
Bishop Canrad
BareillyHigh School -
Bishop Conrad
BareillyCISCO Certified Network Associate (CCNA) -
N.I.I.T
BAREILLYDiploma in Systems & Networking -
N.I.I.T
BareillySkills
Mail handling
Timeline
Travel Consultant
Expedia Group
06.2023 - Current
Executive Assistant
Smart Tech Infosystems
06.2020 - 12.2020
Account Manager
Encore Capital Group
02.2018 - 03.2020
Customer Service Associate
BT Global Business Service Pvt Ltd
02.2016 - 08.2017
Technical Support Officer
Convergys
05.2013 - 02.2016
Bachelor of Commerce -
Bareilly College, Rohilkhand University
03.2010 - 03.2013
Intermediate -
Bishop Canrad
High School -
Bishop Conrad
CISCO Certified Network Associate (CCNA) -
N.I.I.T
Diploma in Systems & Networking -
N.I.I.T