Muskan Malhotra
Delhi
Summary
Motivated and dedicated professional with a strong background in customer service and travel operations. Proven ability to handle escalations, communicate effectively, and work in fast- paced environments. Recognized for reliability, teamwork, and a strong commitment to organizational goals. Experienced travel support specialist adept at managing complex customer issues to ensure satisfaction and retention. Skilled in utilizing multiple communication channels and CRM tools to deliver efficient solutions and maintain high service standards in a dynamic environment. Detail-oriented and proactive professional with a solid foundation in English education and extensive experience in travel booking services. Excels in problem-solving, cross-functional collaboration, and maintaining composure under pressure to achieve timely resolutions.
Overview
3
3
Languages
7
7
years of professional experience
Work History
Advanced Traveler Escalations Associate
Expedia Group – Escalations Team (VRBO)
08.2023 - 09.2026
- Promoted internally to handle complex escalations in vacation rental bookings
- Provide resolution and high-quality customer support across multiple channels
- Managed and resolved advanced traveler escalations involving complex issues in vacation rental bookings ensuring customer satisfaction
- Collaborated with cross-functional teams to expedite resolution of high-priority cases and minimize customer disruption
- Delivered personalized solutions through phone, email, and chat channels to maintain high customer retention rates
- Utilized multiple CRM and booking platforms to track, document, and resolve escalated inquiries efficiently
- Promoted internally to specialize in managing complex escalations for vacation rental bookings, demonstrating expertise in handling high-pressure situations.
Travel Service Advisor
CALL BA – British Airways (Customer Support)
01.2021 - 02.2022
- Assisted customers with flight and baggage services
- Handled inbound customer calls with empathy and professionalism
- Collaborated with cross-functional teams to expedite resolution of escalated cases and minimize service disruptions.
- Provided high-quality customer support across multiple channels including phone, email, and chat to enhance customer experience.
- Delivered personalized travel solutions and recommendations to maintain high customer retention rates.
- Managed complex traveler escalations in vacation rental bookings to ensure quick and effective resolution of customer issues.
Freelance – Hotel Confirmation Team
Traveluro by Splitty (Israel-based Travel Agency)
01.2020 - 01.2021
- 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 to prevent booking errors and cancellations
- Collaborated with travel agents and internal teams to ensure accurate booking information
- Maintained detailed records of hotel confirmations and customer interactions for quality assurance
Traveler Service Associate (Midas) Chat Process – Flights, Hotels, Car Bookings
Expedia Group
02.2022
- Delivered customer service for global travelers through real-time chat
- Managed end-to-end booking assistance and problem resolution
- Assisted customers with flight, hotel, and car rental bookings efficiently through chat, ensuring a smooth booking experience.
- Resolved booking issues and itinerary changes in real-time, maintaining high customer satisfaction levels.
- Provided detailed travel information and personalized recommendations based on customer preferences and requirements.
- Handled multiple chat conversations simultaneously while maintaining quality and speed in responses.
- Collaborated with airline, hotel, and car rental partners to resolve complex booking disputes and cancellations promptly.
- Delivered exceptional customer support to global travelers via real-time chat platforms, ensuring prompt responses and issue resolution.
Education
B.Ed. - English
Guru Gobind Singh Indraprastha University (GGSIPU)
01-2020
B.A. (Hons) - English
Delhi University, Aryabhata College, South Campus
01-2018
Class 12th - Commerce with Math
CBSE Board
01-2015
Class 10th -
CCE Board
01-2013
Skills
- Positive attitude and excellent interpersonal skills
- Fast learner and adaptable to new environments
- Strong communication and problem-solving abilities
- Goal-oriented and enthusiastic with a creative mindset
- Honest, loyal, and reliable team player
- Willingness to travel and go the extra mile to get the job done
- Client Relationship Management
- Negotiation Skills
- Strategic Planning
- Go Getter Attitude
- Team Management
- Revenue Growth Initiatives
Hobbies
Reading novels, Singing, Travelling, Networking Events, Public Speaking, Cooking
Languages
English
Proficient
C2
Hindi
Proficient
C2
Punjabi
Proficient
C2
Timeline
Advanced Traveler Escalations Associate
Expedia Group – Escalations Team (VRBO)
08.2023 - 09.2026
Traveler Service Associate (Midas) Chat Process – Flights, Hotels, Car Bookings
Expedia Group
02.2022
Travel Service Advisor
CALL BA – British Airways (Customer Support)
01.2021 - 02.2022
Freelance – Hotel Confirmation Team
Traveluro by Splitty (Israel-based Travel Agency)
01.2020 - 01.2021
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