Summary
Overview
Work History
Education
Skills
Timeline
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Pinky Upadhyay

Delhi

Summary

Customer-focused professional with over 3 years of experience resolving complex queries, maintaining accurate records, and ensuring compliance with company policies, skilled in prioritizing tasks based on urgency and coordinating with multiple teams to deliver timely solutions. Adept at handling confidential information, documenting case details, and applying policy guidelines—strengths directly transferable to benefit administration and HR support functions.

Overview

4
4
years of professional experience

Work History

Traveler Service Associate

Expedia Group
Gurgaon
04.2023 - Current
  • Provide premium stakeholder (customer) support primarily via live chat, delivering clear and professional written communication.
  • Manage inquiries and update records in case management systems, ensuring accuracy and compliance with company policies.
  • Liaise with internal teams and external partners to resolve escalations, policy exceptions, and service disruptions.
  • Maintain confidential stakeholder information, and prepare case documentation for reporting and audit purposes.

Senior Executive

Fareportal
Gurgaon
11.2022 - 03.2023
  • Handled offline schedule change cases, prioritizing based on severity to minimize the impact on customer travel plans.
  • Supported customers through live chat for schedule change queries, providing accurate information and policy-compliant solutions.
  • Triaged incoming cases to determine urgency, assign priorities, and meet strict service level deadlines.
  • Coordinated with airline vendors and internal teams to process changes, refunds, and rebookings in line with company and regulatory guidelines, while maintaining customer satisfaction.

Universal Agent

IGT SOlutions
Gurgaon
07.2021 - 10.2022
  • Assisted customers via live chat with booking modifications, cancellations, and reimbursements.
  • Keep precise records of all transactions for operations tracking and compliance.

Education

Bachelor of Commerce

Delhi University
01-2021

Skills

  • Verbal and written communication skills
  • Customer service and query resolution
  • Ticket triage and case management
  • Policy interpretation and compliance
  • Time management and SLA adherence
  • Problem solving and escalation management
  • Google Workspace (Docs, Sheets, Gmail)
  • Microsoft Office Suite (Outlook)

Timeline

Traveler Service Associate

Expedia Group
04.2023 - Current

Senior Executive

Fareportal
11.2022 - 03.2023

Universal Agent

IGT SOlutions
07.2021 - 10.2022

Bachelor of Commerce

Delhi University

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Pinky Upadhyay