Smrity Mishra

• Define performance benchmarks for team, assessing progress towards objectives and offering constructive feedback when required.
• Managed a team of 15–25 chat advisors, ensuring consistent delivery of productivity, quality, and customer experience metrics.
• Achieved and maintained SLA compliance of 95%+ through effective resource planning and real-time queue management.
• Acted as the primary point of contact between agents, WFM, QA, and Operations leadership
• Coached junior staff members, enhancing leadership skills and promoting career growth
• Handled supplementary tasks as assigned by supervisor or managers
• Supported team members in meeting KPIs including AHT, LC, ART, and NPS during chat interactions
• Monitored and controlled planned and unplanned shrinkage including absenteeism, leaves, training, system downtime, and breaks.
• Partnered with WFM and RTA teams to forecast shrinkage and adjust staffing in real time
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• Proactively identified early attrition risks through performance trends, behavior patterns, and engagement levels.
• Conducted regular 1:1s, skip-level meetings, and feedback sessions to understand agent concerns.
• Introduced buddy programs and mentoring for new joiners to improve early tenure retention

• Working as Sr. SME for one of the known travel agency Expedia and helped customers with flight queries. Specialised in Amadeus, delivering in-depth support to new batches and production agents on its functionalities, flight reservations, exchanges (fully and partial unused tickets), Manual and ATC supported exchanges, Void,Name correction, IRROP situations, cancellations & refunds (fully and partial unused tickets), airline schedule changes, PNR management, check in and baggage queries, fare class adjustments & ancillary services.
• Trained in Language Input Output (LIO) handle customers from diverse global regions, covering major languages and cultural nuances in travel assistance. Worked for multiple Expedia Point of sale.
• Optimized production scheduling and resource deployment, delivering boost in throughput by refining operations, safety, and quality workflows.
• Reviewed processes regularly to ensure compliance with company standards.
• Supported quality assurance initiatives by evaluating service delivery standards.
• Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
• Maintained positive working relationship with fellow staff and management.
• Built MIS dashboards for real-time operational tracking, alerting, and decision support for senior management. Handled escalation from AL of agent error and losses.
• Mentored cross-functional teams on process improvements and best practices, resulting in stronger operational alignment.
• Resolved operational pain points through root cause analysis, implementing corrective measures that improved error rates or process accuracy.

• Addressed customer inquiries through phone and email communication.
• Resolved issues by utilizing company policies and procedures.
• Documented customer interactions in CRM system for future reference.

• We need to resolve customer queries which we received through emails and need to provide resolution with the help of SAP tool.

• Escalated critical customer issues to supervisor immediately to avoid lost revenue and cancelled policies.
• Employed comprehensive benchmarks to establish and monitor customer service standards.
• Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
• Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
• Asked open-ended questions and researched issues in system to resolve various customer billing errors.
• Persuaded customers to sign up for customer loyalty program to generate additional company revenue.

• Managed order processing and tracking for customer shipments.
• Coordinated with suppliers to ensure timely delivery of products.
• Utilized order management systems to maintain accurate inventory levels.
• Reviewed purchase orders for accuracy before submission to vendors.
• Supported the team in developing process improvements for order management.
• Developed strong organizational and communication skills through coursework and volunteer activities.
• Completed paperwork, recognizing discrepancies and promptly address for resolution.
• Delivered services to customer locations within specific timeframes.
• Passionate about learning and committed to continual improvement.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Gained extensive knowledge in data entry, analysis and reporting.
• I have handled all the validation and ordering parts (PR creation to place an order to supplier) part of these contracts.