Rishab Saberwal

Current Responsibilities:

• Lead and manage case intake for DSA and Loyalty team, ensuring compliance with SLAs and regulatory standards.
• Conduct regular quality assurance checks on loyalty and DSA cases to maintain high service quality and identify process improvement opportunities.
• Proactively handle incident management by resolving high-impact loyalty issues, including JIRA ticket creation and timely follow-ups.
• Support agents and subject matter experts with complex case resolutions, enhancing overall team efficiency.
• Collaborate with vendor teams El Sal operations to streamline vendor management and operational processes.
• Complete monthly and annual reporting to track team progress and outcomes.
• Document team processes on Confluence to ensure knowledge sharing and process consistency both for DSA & Loyalty.
• Foster a collaborative team culture focused on accountability and high performance.
• Support Legal (ELCA) team with DSA annual reporting to EU commissions.

Process Associate – TPSP Dilemma & Prevent Team

April 2023 – August 2024

Key Responsibilities:

• Managed end-to-end outreach cases, stakeholder engagement, mailbox operations, tracking via JIRA and Voyager classic documentation, ensuring 74-hour SLA adherence.
• Maintained adherence to shift schedules, break policies, and leave protocols.
• Developed SOPs for new processes and led team connect sessions to foster collaboration and teamwork.
• Utilized MessageGears tool effectively throughout my tenure.
• Handled side projects supporting team growth while meeting core task expectations.
• Full support to TPSP prevent launch, starting with Training material PPTs, Trainings and post assistance along with own goal achievements.
• Oversaw Prevent queue to meet 24-hour SLA, providing real-time support to Tier-3 teams team/ Leadership.
• Built and maintained internal data trackers and reporting tools.
• Contributed to Expedia Partner Central content updates and strengthened relationships with resolver groups to expedite issue resolution.

Process Associate – TPSP Retail T3 Escalation

April 2022 – March 2023

Key Responsibilities:

• Handled complex T3 escalations from vendor partners, coordinating with airlines and hotel partners using GDS (Amadeus) for ticketing, changes, and cancellations.
• Owned 90% of customer interactions across voice and offline channels (mailbox/service requests) with a focus on first-call resolution (FCR) and repeat rate.
• Ensured QA targets were consistently met for resolution, process compliance, and customer satisfaction.

Key Responsibilities:

• Provided end-to-end travel support for international clients via voice, chat, and email using GDS tools (Amadeus, Sabre).
• Handled bookings, refunds, and compliance-related queries with accurate documentation and customer satisfaction focus.
• Managed backend tasks, including mailbox handling, service queues, and online travel application assistance.

Lead Associate – Compliance
April 2021 – March 2022

Key Responsibilities:

• Monitored compliance reports, conducted risk assessments, and flagged high-risk items across processes.
• Developed SOPs aligned with audit standards and managed timely updates/reporting for stakeholders.
• Investigated potential frauds and contributed to risk assessments for new or evolving workflows.