Sakshi Sharma
Escalations Associate
New Delhi
Summary
Offering proactive approach and strong willingness to learn and grow within this environment. Brings solid foundation in business principles and analytical thinking. Ready to use and develop strategic planning and client relationship skills.
Overview
3
3
years of professional experience
1
1
Language
Work History
Advanced Traveler/Partner Escalations Associate
Expedia Group
Gurugram
05.2024 - Current
- As a part of VRBO Billing Department, handled and processed guest payments and property owner payouts, ensuring timely and accurate transactions.
- Addressed and resolved billing discrepancies, payment errors, and disputes, ensuring customer satisfaction and maintaining a smooth booking experience.
- Handling the queries related to tax collection and tax forms of the host's.
- Maintained accurate billing records for auditing, tax purposes, and financial reporting, adhering to company standards and legal requirements.
- Provided assistance to both guests and property owners in resolving billing inquiries and payment issues in a professional and efficient manner.
Customer Service Associate
British Airways
Gurugram
01.2023 - 05.2024
- Managed passenger queries, including refunds, re-booking, changing travel dates, and booking ancillary services, ensuring a high level of customer satisfaction.
- Promoted to handle Gold Guest List queries, providing tailored assistance and personalized service to high-value passengers.
- Completed On-Business training, handling corporate client concerns and offering specialized solutions to business travelers.
Trained in chat support and efficiently handled both chats and calls for Gold and above members, addressing inquiries and resolving issues via multiple communication platforms. - Demonstrated strong problem-solving skills and the ability to manage complex and time-sensitive requests with professionalism and attention to detail.
- Assisted customers in navigating company's products and services, enhancing their overall experience.
- Contributed to maintaining high customer satisfaction levels by offering efficient solutions and maintaining a positive customer experience.
Customer Service Associate
Teleperformance
Mohali
07.2022 - 02.2023
- Managed customer queries related to refunds, exchanges, and returns of products, ensuring a smooth and efficient resolution process.
- Addressed issues related to late deliveries, proactively following up on orders and providing updates to customers.
- Handled concerns regarding damaged and defective products, coordinating with appropriate teams to arrange replacements or refunds.
- Delivered exceptional service by listening to customer concerns, providing accurate information, and resolving issues in a timely manner.
- Worked with internal teams to improve customer satisfaction and ensure that service level agreements (SLAs) were consistently met.
- Demonstrated strong problem-solving skills, maintaining professionalism while handling challenging or escalated customer situations.
- Maintained accurate records of customer interactions and actions taken to ensure smooth follow-up and future reference.
Education
Bachelor's of Commerce - Commerce
Amity University
Noida, India 04.2001 -
Skills
- Expert in managing and resolving customer complaints, ensuring a positive outcome even in challenging situations
- Strong verbal and written communication skills, able to clearly explain solutions and manage difficult conversations with professionalism and empathy
- Ability to understand customer emotions and concerns, fostering trust and ensuring that their needs are met during the escalation process
- Efficient in managing multiple escalated cases simultaneously, ensuring timely resolution and customer satisfaction
- Accurate documentation of escalated cases and resolutions for future reference, trend analysis, and process improvement
Timeline
Advanced Traveler/Partner Escalations Associate
Expedia Group
05.2024 - Current
Customer Service Associate
British Airways
01.2023 - 05.2024
Customer Service Associate
Teleperformance
07.2022 - 02.2023
Bachelor's of Commerce - Commerce
Amity University
04.2001 -
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