Kshitij Gupta
Gurugram
Summary
- Highly skilled Travel Service Associate with over 1 year of contact center experience delivering exceptional customer service through voice, chat, and service requests. Proficient in Microsoft Office and GDS systems (Sabre/Amadeus), adept in call center technologies, with a solid understanding of travel operations. Expert in anticipating and addressing traveler needs, inspiring confidence, and demonstrating proficiency. Proven adaptability to dynamic environments, excelling in a 24
- 7 setting and handling special projects. Executive assistant experience supporting CEO, Board of Directors, and Executive Team to ensure seamless office operations. A proactive, detail-oriented professional with a positive attitude.
Detail-oriented Travel Service Associate with expertise in customer relationship management and problem-solving. Known for effective communication and professional discretion, ensuring client satisfaction and loyalty.
Overview
13
13
years of professional experience
Work History
Travel Service Associate (Premium)
Expedia Group
06.2023 - Current
- Lead the resolution of issues from online (voice & chat) and offline (Service Requests) sources from start to finish - Develop and build a world class travel agent skill set - Develop and cultivate relationships with a broad network of co-workers, management, and partners - Navigate sophisticated technology and robust resources to determine solutions while staying in the driver’s seat on managing customer expectations - Provide our traveler’s with best-in-class service that makes our customers want to come back and book travel with one of our travel brands - Adapt schedule as needed so customers don’t have to wait long to connect with an agent - Adapt to dynamic environment taking on special projects and other responsibilities to help the team succeed 2 years + experience in a contact center - Master communicator, both verbal and written, who can unearth true customer needs and adapt style based on customer sentiment - Comfortable working with technology, including all Microsoft Office programs - Taking Ownership: Owns Travelers Problems, action oriented, and takes control of the traveler interactions - Demonstrates a desire to Help: Listening intently to understand and fix traveler’s issue and following through until traveler's problems have been resolved - Anticipate Traveler Needs: Use all resources to solve traveler problems and anticipate and react to traveler needs - Inspire Confidence: Ensure the traveler knows they will be helped - A strong Decision maker and take pride in being the expert on the job - Have a high school diploma; or equivalent related professional experience - Must be flexible with shifts and able to work in a 24
- 7 environment - Positive & proactive attitude, and excellent attention to detail - Solid understanding of GDS systems (Sabre/Amadeus) - A high-level understanding of call center technologies - Travel knowledge: experience in the travel industry
Executive Assistant
Smart Tech Infosystems
06.2020 - 12.2020
- The Executive Assistant to the CEO is responsible for providing comprehensive support to the CEO, Board of Directors, and Executive Team and managing the organization???s office operations, including working remotely. This dynamic position requires the ability to anticipate needs, think critically, and offer solutions to problems with a high level of professionalism and confidentiality.
Accounts Manager
Encore Capital Group
02.2018 - 03.2020
- Managed office activities by maintaining communication between clients, tracking records and filing all documents. Maintained current and compliant financial records, monitoring and addressing variances through detailed analyses. Maintained master schedule and set up appointments.
Customer Service Associate
BT Global Business Service Pvt Ltd
02.2016 - 08.2017
- Maintaining confidentiality of information. Performing other duties as the need arises. Contacting customers to give them accurate feedback on the progress of their inquiries. Identifying customer needs. Processing and logging incoming calls into CRM system. Resolving phone, walk-in, mail, fax, and email customer inquiries.
Technical Support Officer
Converges India Private Limited
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.
Education
B.Com -
Mahatma Jyotiba Phule Rohilkhand University (MJPRS)
Skills
- Professional discretion
- Great verbal and written communication skills
- Well-developed organisation skills
- Ability to multitasking and priorities tasks
- International voice process
- Travel arrangements
- Amadeus
- Gds
- Iata
- Pnr
- Voyager
Languages
English and Hindi
Languages
Hindi
First Language
English
Advanced
C1
Timeline
Travel Service Associate (Premium)
Expedia Group
06.2023 - Current
Executive Assistant
Smart Tech Infosystems
06.2020 - 12.2020
Accounts Manager
Encore Capital Group
02.2018 - 03.2020
Customer Service Associate
BT Global Business Service Pvt Ltd
02.2016 - 08.2017
Technical Support Officer
Converges India Private Limited
05.2013 - 02.2016
B.Com -
Mahatma Jyotiba Phule Rohilkhand University (MJPRS)