Summary
Overview
Work History
Education
Skills
Timeline
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Shrikant Parida

new delhi

Summary

A dynamic and results-oriented professional with a proven track record at Expedia Group, acknowledged as a top performer in service delivery. Skilled in ticket resolution and conflict management, I excel at boosting customer satisfaction while ensuring adherence to business protocols. Dedicated to continuous improvement and delivering exceptional support.

  • Maintained zero retail loss for two consecutive years
  • Achieved no "Code Red" cases for one year

Overview

7
7
years of professional experience

Work History

Process Associate (Escalation)

Expedia Group
Gurgaon
04.2023 - Current
  • Handling Pending Cases: Review, update, and resolve pending cases efficiently to ensure timely closure and customer satisfaction.
  • Support via Calls and Chat: Provide professional and prompt assistance to customers or clients through phone calls and chat support channels.
  • Adhere to Business Requirements: Follow company protocols and guidelines to meet specific business needs and improve service quality.
  • Documentation and Reporting: Maintain accurate records of interactions and case statuses, and report any issues or trends for continuous improvement.
  • Collaboration: Coordinate with other departments or teams to resolve complex issues, and enhance overall service delivery.

Senior Associate

IGT Solutions
Gurgaon
04.2022 - 03.2023
  • Provide real-time assistance to agents regarding ticketing issues, including GDS platforms such as Amadeus and Farelogix.
  • Handle various ticketing concerns such as name corrections, ticket issues, and airline schedule changes, ensuring swift resolution.
  • Support agents during calls by addressing their concerns promptly and efficiently, maintaining a high level of service quality.
  • Conduct quality checks on agent interactions to ensure adherence to company standards and deliver exceptional customer support.

English Teacher

Glorious Institute For English
New Delhi
07.2018 - 02.2021
  • Conduct interactive training sessions to improve participants’ spoken English skills, including pronunciation, vocabulary, and fluency.
  • Assess individual learner needs and customize training modules to enhance communication abilities.
  • Use various teaching methods, such as role-playing, group discussions, and audio-visual aids, to create an engaging learning environment.
  • Provide constructive feedback and personalized guidance to help learners build confidence in speaking English.
  • Track and evaluate learners’ progress through assessments and regular practice activities.
  • Foster a positive and supportive atmosphere to motivate students and encourage active participation.

Education

Bachelor of Arts - Arts

Government Boys Senior Secondary School
New Delhi
01-2019

Skills

  • Recognized as the #1 performer among all back office agents for consistent excellence in service delivery
  • Maintains a positive and professional attitude, fostering a harmonious work environment with no behavioral issues
  • Expert in ticket resolution, ensuring timely and accurate completion of all customer requests
  • Skilled in documentation, ensuring precise and comprehensive record-keeping for all cases
  • Adheres strictly to business policies and procedures to maintain compliance and operational efficiency
  • Provides exceptional customer support, addressing inquiries and resolving issues effectively
  • Experienced in case management, handling complex cases with attention to detail and professionalism
  • Conducts quality assurance checks to uphold high standards of service quality
  • Demonstrates strong communication skills, facilitating clear and effective interactions with customers and team members
  • Proficient in conflict resolution, de-escalating issues and ensuring customer satisfaction

Timeline

Process Associate (Escalation)

Expedia Group
04.2023 - Current

Senior Associate

IGT Solutions
04.2022 - 03.2023

English Teacher

Glorious Institute For English
07.2018 - 02.2021

Bachelor of Arts - Arts

Government Boys Senior Secondary School

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Shrikant Parida