Summary
Overview
Work History
Education
Skills
Languages
Certification
Accomplishments
Timeline
Generic

B NETRAJ SINGH

Bangalore

Summary

Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations.

Overview

4
4
years of professional experience
1
1
Certification

Work History

SME

IGT Solutions Pvt. Ltd.
Bangalore
01.2025 - Current
  • Provide guidance and support to team members in the Expedia process.
  • Serve as a point of contact for escalated issues, and complex queries.
  • Monitor key performance indicators (KPIs) such as Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT) scores.
  • Provide feedback and coaching to team members to improve performance.
  • Ensure timely resolution of customer complaints and concerns.
  • Demonstrate in-depth knowledge of Expedia's booking systems and procedures.

Process Associate - Expedia Process

IGT Solutions Pvt. Ltd.
02.2023 - 12.2024
  • Process and manage customer bookings for flights, hotels, and other travel services through the OTA platform.
  • Address customer queries and issues regarding bookings, cancellations, and modifications.
  • Provide timely and effective solutions.
  • Handle payment transactions and refunds, ensuring adherence to OTA policies and procedures.
  • Maintain and update customer records and booking data accurately.
  • Interact with customers through various channels, including phone calls, emails, and social media.
  • Ensure clear and effective communication at all times.
  • Maintain high levels of customer satisfaction (C-SAT) and quality assurance (QA) scores.
  • Adhere to standard operating procedures (SOPs) and company policies.
  • Meet key performance indicators (KPIs), such as Average Handling Time (AHT), First Call Resolution (FCR), and Service Level Agreements (SLAs).

Process Associate - Narayan Health Process

First source
Bangalore
12.2021 - 08.2022
  • Handle incoming calls from patients and customers associated with Narayana Health.
  • Schedule patient appointments accurately and efficiently across various departments.
  • Address and resolve patient inquiries related to health schemes and services.
  • Interact effectively with patients from diverse demographic and cultural backgrounds.
  • Manage patient concerns and complaints, escalating unresolved issues to the appropriate authority.
  • Collaborate with doctors from multiple specialties to ensure proper patient allocation.
  • Consistently meet daily performance targets while maintaining 100% service quality.

Education

Bachelor of Commerce -

Kairalee Nikethan Golden Jubilee
06-2020

High School Diploma -

Kairalee Nikethan Composite P.U. College
Bangalore
06-2017

Skills

  • Amadeus
  • Farelogix

Languages

Garwali
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Kannada
Upper Intermediate (B2)
B2
Tamil
Advanced (C1)
C1

Certification

  • Professional Barista certification
  • Microsoft Excel
  • Tally Certification
  • TICO Trained

Accomplishments

  • Employee of the month award
  • Special award for scheduling of guest inflow reports for the month (Mcd)

Timeline

SME

IGT Solutions Pvt. Ltd.
01.2025 - Current

Process Associate - Expedia Process

IGT Solutions Pvt. Ltd.
02.2023 - 12.2024

Process Associate - Narayan Health Process

First source
12.2021 - 08.2022

Bachelor of Commerce -

Kairalee Nikethan Golden Jubilee

High School Diploma -

Kairalee Nikethan Composite P.U. College

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B NETRAJ SINGH