Muskan Malhotra
New Delhi
Summary
Dynamic customer service professional with a proven track record at Expedia Group, adept at resolving complex escalations and enhancing client relationships. Known for strong communication and problem-solving skills, I consistently deliver personalized solutions, ensuring high customer satisfaction and retention. A goal-oriented team player committed to driving revenue growth initiatives.
Overview
7
7
years of professional experience
Work History
Advanced Traveler Escalations Associate
Expedia Group
08.2023 - Current
- Resolved advanced traveler escalations involving complex issues in vacation rental bookings
- Advanced to role handling complex escalations in vacation rental bookings, ensuring timely resolutions for customer concerns
- Promoted internally to specialize in managing complex escalations for vacation rental bookings, demonstrating expertise in handling high-pressure situations.
- Collaborated with cross-functional teams to expedite high-priority case resolutions, reducing customer disruption
- Provide resolution and high-quality customer support across multiple channels
- Delivered tailored solutions via phone, email, and chat, contributing to high customer retention rates
- Utilized multiple CRM and booking platforms to track, document, and resolve escalated inquiries efficiently
- Collaborated with Escalations Team at VRBO to address customer concerns
Traveler Service Associate (Midas) Chat Process - Flights, Hotels, Car Bookings
Expedia Group
02.2022 - 02.2022
- Assisted customers with flight, hotel, and car rental bookings efficiently through chat, ensuring a smooth booking experience.
- Coordinated end-to-end booking assistance and resolved customer issues to enhance travel experience.
- Resolved booking issues and itinerary changes in real-time, maintaining high customer satisfaction levels.
- Delivered customer service for global travelers through real-time chat
- Delivered exceptional customer support to global travelers via real-time chat platforms, ensuring prompt responses and issue resolution.
- Provided detailed travel information and personalized recommendations based on customer preferences and requirements.
- Handled multiple chat conversations simultaneously, ensuring quality responses and timely issue resolution.
- Partnered with airline, hotel, and car rental providers to swiftly resolve complex booking disputes and cancellations.
Travel Service Advisor
CALL BA - British Airways
01.2021 - 02.2022
- Delivered personalized travel solutions and recommendations to maintain high customer retention rates.
- Facilitated flight and baggage services to ensure seamless travel experiences for customers
- Managed complex traveler escalations in vacation rental bookings to ensure quick and effective resolution of customer issues.
- Managed inbound customer calls with empathy and professionalism to resolve issues effectively
- Provided high-quality customer support across multiple channels including phone, email, and chat to enhance customer experience.
- Collaborated with cross-functional teams to expedite resolution of escalated cases and minimize service disruptions.
- Delivered customer support across multiple channels to address inquiries and enhance satisfaction.
Freelance - Hotel Confirmation Team
Traveluro by Splitty
01.2020 - 12.2021
- Verified and managed hotel bookings, ensuring seamless confirmations
- Coordinated with hotels to confirm reservation status and resolve discrepancies promptly
- Reviewed and validated hotel reservation details, preventing booking errors and cancellations
- Collaborated with travel agents and internal teams, ensuring accurate booking information and timely resolutions
- Maintained detailed records of hotel confirmations and customer interactions for quality assurance and process improvement
- Israel-based Travel Agency
Education
B.Ed. - English
Guru Gobind Singh Indraprastha University (GGSIPU)
12-2020
B.A. (Hons) - English
Delhi University, Aryabhata College, South Campus
12-2018
Class 12th - Commerce with Math
CBSE Board
12-2015
Class 10th -
CCE Board
12-2013
Skills
- Positive attitude
- Interpersonal skills
- Fast learner
- Adaptability
- Strong communication
- Problem-solving
- Goal-oriented
- Enthusiastic
- Creative mindset
- Honesty
- Loyalty
- Reliability
- Team player
- Willingness to travel
- Client Relationship Management
- Negotiation Skills
- Strategic Planning
- Go Getter Attitude
- Team Management
- Revenue Growth Initiatives
Languages
- English
- Hindi
- Punjabi
Hobbies and Interests
- Reading novels
- Singing
- Travelling
- Networking Events
- Public Speaking
- Cooking
Timeline
Advanced Traveler Escalations Associate
Expedia Group
08.2023 - Current
Traveler Service Associate (Midas) Chat Process - Flights, Hotels, Car Bookings
Expedia Group
02.2022 - 02.2022
Travel Service Advisor
CALL BA - British Airways
01.2021 - 02.2022
Freelance - Hotel Confirmation Team
Traveluro by Splitty
01.2020 - 12.2021
B.Ed. - English
Guru Gobind Singh Indraprastha University (GGSIPU)
B.A. (Hons) - English
Delhi University, Aryabhata College, South Campus
Class 12th - Commerce with Math
CBSE Board
Class 10th -
CCE Board