Lovenish Bhardwaj
Summary
Dynamic professional with extensive experience at Expedia Group, excelling in customer service and operations support. Proven track record in training and development, enhancing team performance through effective coaching. Skilled in Salesforce and adept at problem-solving, I drive process improvements that elevate service quality and operational efficiency.
Overview
10
10
years of professional experience
Work History
Traveler Service Associate
Expedia Group
Gurgram
04.2023 - Current
- Managed high-level escalations for premium clients to enhance service delivery.
- Provided real-time assistance to agents during peak exchange and cancellation calls.Identified and flagged transaction discrepancies for timely rectification actions.
- Trained agents on error prevention techniques and loss mitigation strategies.
- Provided real-time assistance to agents during peak exchange and cancellation calls.
Identified and flagged transaction discrepancies for timely rectification actions. - Leveraged Salesforce and AWS for streamlined reporting and operational support.
- Guided new associates through onboarding, focusing on process clarity.
- Supported project initiatives and implemented new operational processes to improve service delivery.
Lead Associate ( Training)
IGT Solutions PVT LTD
Gurgram
03.2021 - 04.2023
- Conducted onboarding and refresher training for customer service representatives to improve service quality.
- Developed training materials, SOPs, and process guides to standardize procedures.
- Conducted product communication and compliance training sessions to ensure regulatory adherence.
- Assessed trainee performance and provided targeted coaching to achieve key performance indicators.
- Partnered with operations and quality teams to identify training gaps and implement effective solutions.
TEAM LEADER (OPERATION'S)
Celebi Ground Handling PVT LTD
New Delhi
02.2016 - 04.2020
- Led teams in passenger services ramp operations and baggage handling.
- Supervised daily ground handling operations, achieving on-time aircraft turnaround.
- Managed workforce allocation and shift planning to maximize operational efficiency and meet service demands.
- Coordinated with airline representatives and airport authorities to swiftly resolve operational issues, ensuring minimal disruption.
- Monitored operational performance to ensure compliance with airline and safety regulations.
- Conducted staff briefings and training to enhance service quality standards and foster team accountability.
- Ensured strict adherence to security, safety, and customer service procedures.
Education
Bachelor of Business Administration -
Indraprastha University
New Delhi07-2016
Higher Secondary - Commerce
D.A.V Public School
New Delhi05-2013
Skills
- Customer service and support
- Baggage handling
- Salesforce proficiency
- Operations support
- Process improvement
- Training and development
- Team leadership
- Team collaboration
- Problem solving
- Adaptability and learning
- Time management
- Communication skills
Hobbies and Interests
- Travelling
- Surfing Internet
- Playing Cricket
- Listening to music
Languages
- English
- Hindi
Personal Information
- Date of Birth: 08/16/95
- Gender: Male
- Place of Birth: NEW DELHI
Languages
English
Intermediate (B1)
B1
Hindi
Native
Native
Affiliations
- Animal Welfare Volunteer
Actively participated in college-led animal welfare initiatives, supporting the care, feeding, and well-being of stray animals.
Contributed to awareness campaigns promoting animal protection and responsible community engagement.
NGO Volunteer – Sankalp NGO
Participated in community outreach and social impact activities focused on supporting underprivileged communities.
Assisted in organizing and executing volunteer programs and awareness initiatives.
Corporate Volunteer – Expedia Volunteer Programs
Engaged in various CSR (Corporate Social Responsibility) activities through Expedia's volunteer initiatives.
Collaborated with NGOs and community organizations to support education, social welfare, and environmental projects.
Demonstrated teamwork, leadership, and community engagement through volunteer service.
Additional Community Service
Participated in volunteer activities with multiple NGOs, contributing to social welfare, community development, and charitable initiatives.
Accomplishments
- Awards & Recognition
Elite Member Recognition – Expedia Group (2025)
Awarded Elite Member status in recognition of outstanding performance, consistent achievement of business objectives, and significant contributions to team success.
Continuous Excellence Awards
Received multiple performance-based rewards for consistently exceeding key performance indicators (KPIs), demonstrating exceptional customer service, and maintaining high operational standards.
Timeline
Traveler Service Associate
Expedia Group
04.2023 - Current
Lead Associate ( Training)
IGT Solutions PVT LTD
03.2021 - 04.2023
TEAM LEADER (OPERATION'S)
Celebi Ground Handling PVT LTD
02.2016 - 04.2020
Bachelor of Business Administration -
Indraprastha University
Higher Secondary - Commerce
D.A.V Public School