Sneha Kumar

Customer Escalation Specialist with 4+ years of experience in high-volume, fast-paced environments across travel, insurance, and service industries, currently with Expedia Group. Proven ability to manage complex, high-impact escalations end-to-end, delivering customer-centric resolutions while balancing policy and business objectives. Skilled in advanced complaint resolution, stakeholder management, and conflict mediation, consistently maintaining strong CSAT, quality, and SLA performance. Adept at handling sensitive customer scenarios with empathy, professionalism, and clear communication. Experienced in mentoring frontline agents and providing real-time support, contributing to improved team performance and service quality. Proactively identifies recurring issues and process gaps, sharing insights to drive continuous improvement. Strong in cross-functional collaboration and multitasking under pressure, with a focus on accuracy and accountability. Brings a unique blend of discipline and creativity as a trained classical dancer (Kathak), along with active involvement in event coordination, design (Canva), and peer mentoring, contributing to a well-rounded, adaptable, and people-focused professional profile.

• 100% Attendance Award – Recognized for consistency, discipline, and commitment
• Dance Awards – Multiple accolades for excellence in classical and contemporary performances
• Sports Awards – Achieved top positions in basketball competitions, demonstrating teamwork and dedication
• Model United Nations (MUN) Certifications – Recognized for participation and leadership in academic forums
• Exceptional Service Certificates – Awarded for providing outstanding customer service to passengers
• CSAT Recognition – Acknowledged by airline Managing Director for consistently high customer satisfaction
• Best Performer / New Joiner Award – Recognized as the top performer among new hires
• Reward & Recognition Awards – Multiple accolades for sustained excellence and exceptional performance

Customer Service & Travel Operations

• Amadeus GDS – Proficient in global distribution systems for travel bookings
• IATA Certification – Understanding of airline and travel industry standards
• Fundamentals of Airport Operations – Knowledge of airport processes and traveler experience

Leadership & Professional Development

• Women’s Leadership – Developed leadership strategies for empowerment and team influence
• Leading with KPIs – Focused on goal-driven performance and operational impact
• Leadership: How to Influence, Inspire & Impact – Enhancing leadership presence and team motivation
• Critical Thinking Strategies for Better Decisions – Applied problem-solving and decision-making skills
• Diversity, Equity & Inclusion – Promoting inclusive and collaborative team environments
• Personal Branding for Women – Strengthened professional presence and visibility

Creative & Technical Skills

• Canva Essentials / Canva for Work / Canva for Entertainment Professionals – Advanced design and visual communication skills
• Scale Creative Campaigns – Planning and executing impactful creative campaigns
• AI Skills for Students – Understanding AI applications for workflow and productivity
• The Field to Human-Centered Design – Applied user-focused design thinking principles

• Writing & Creative Expression
• Tutoring & Mentoring
• Classical & Contemporary Dance
• Creative Design & Visual Communication (Canva)
• Exploring New Projects & Ideas

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