Palak Khandelwal

Project: Air India Limited Executive Helpdesk- FEB 2023-Present

• Handled all escalated cases for Grievance Team, providing enhanced customer service to passengers, ensuring swift and satisfactory resolutions.
• Developed a comprehensive reference document based on DGCA CAR guidelines to assist Airport teams in improving the passenger experience.
• Managed the allocation of tasks to the Grievance team, ensuring timely and effective resolution of passenger complaints.
• Handled two major flight disruptions: AI 173 (DEL-SFO) diverted to Russia and AI 404 (Rajkot-Delhi) cancellation, providing compensations and assistance to affected passengers.
• Conducted random audits of cases handled by team members to maintain high standards of quality service.
• Currently working with the Priority Service Desk to manage escalations addressed to senior leadership, enhancing overall service delivery.

Project : The TDL GROUP (TATA NEU)- FEB 2022-2023

• Managed high-volume customer inquiries and support requests efficiently, ensuring a seamless user experience.
• Maintained high standards of service quality, adhering to company protocols and customer satisfaction metrics consistently.
• Collaborated with various departments to ensure consistent customer service across all Tata product lines.
• Honored with the Beyond Performance Award twice in recognition of exceptional contributions and outstanding performance in customer handling and service quality.

• Developed and audited content for diverse client needs, ensuring high standards of quality and accuracy.
• Assisted the Quality Manager in maintaining and updating the team’s performance scoreboard, contributing to overall process improvements.
• Supervised a team of ten associates, conducting weekly discussions to foster team development and alignment with organizational goals.
• Facilitated monthly collaboration sessions to ensure consistent product knowledge among team members and provided feedback on quality audits to enhance performance.

• Address escalated customer concerns to deliver effective resolutions.
• Conduct thorough audits of tickets and calls for the operations team with accurate documentation.
• Offer feedback to executives on team performance, process expertise, and call efficiency.
• Lead monthly calibration sessions with team leaders.