SWATHI S PRAKASH
Gurgaon
Summary
Seeking a position where I can leverage my acquired knowledge, while expanding my experience in the field I am passionate about. Known for my practical approach, amiable demeanor, and strong cultural values, I prioritize accuracy and precision in all endeavors. With excellent communication skills, I aim to enhance transparency and drive productivity within the organization, driven by a deep motivation and passion for achieving results.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Travel Service SME, Premium
Expedia Group
Gurgaon
04.2025 - Current
- Provided expert guidance on product specifications and best practices.
- Collaborated with cross-functional teams to enhance product knowledge and training.
- Developed and maintained comprehensive documentation for processes and procedures.
- Supported project management initiatives by providing subject matter insights and recommendations.
- Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
- Investigated customer complaints in order to determine root cause then implemented corrective action plans accordingly.
- Maintained positive working relationship with fellow staff and management.
Traveler Service Associate, Premium
Expedia Group
Gurgaon
05.2023 - 04.2025
- Provided comprehensive customer service across all Expedia brands in EMEA, APAC, LATAM, and NA regions.
- Utilized Voyager and GDS systems for efficient booking of flights, hotels, and rental cars.
- Resolved customer inquiries promptly via phone, email, and chat, ensuring high satisfaction.
- Offered personalized travel recommendations based on client preferences.
- Maintained accurate records of interactions and transactions, adhering to company policies.
- Collaborated cross-functionally to ensure seamless service delivery.
- Enhanced client service procedures, improving NPS and Follow Up Rate (FUR).
- Supported premium members in managing loyalty program benefits.
- Thrived in dynamic environments, catering to diverse traveler preferences.
- Increased satisfaction through friendly and informative service.
- Collaborated with vendors to develop tailored travel itineraries.
- Managed complex travel changes and emergencies efficiently.
- Identified and escalated customer issues promptly.
- Maintained expert-level product knowledge to advise customers effectively.
Senior Inside Sales Specialist
Simplilearn
Bengaluru
05.2022 - 03.2023
- Superior communication skills with ability to understand client needs and close sales.
- Excellent written, phone, and email communication skills.
- Recognised for creativity and resourcefulness in meeting and exceeding sales, revenue, and profit goals.
Business Development Representative - Inside Sales
upGrad
Bangalore
08.2021 - 05.2022
- Collaborated with team members to achieve target results.
- Consistently exceeded individual sales targets.
- Achieved service time and quality targets.
- Demonstrated outstanding product knowledge to achieve high customer satisfaction levels.
- Planned and executed new strategies to increase sales.
- Engaged with customers to better understand needs and deliver excellent service.
Education
BBA - Entrepreneurship, Commerce
Reva University
Bengaluru, KA12th - Science
RMK Residential School
Chennai, TN10th -
Vitala Public School
Port Blair, ANSkills
- Proficient in Voyager
- Proficient in GDS (Amadeus and Farelogix)
- Ability to handle multiple tasks
- Ability to prioritize effectively
- Knowledge of travel industry trends
- Strategic thinking
- Analytical skills
- Problem-solving skills
- Conflict resolution skills
- Proven track record of exceeding sales targets
- Driving revenue growth
- Proficient in CRM software (Salesforce, Voyager and Lead square)
- Process documentation
- Customer inquiry resolution
Certification
- English Certification from Pearson
- Participated in Intern Meet for Big Basket NSRCEL IIM Bengaluru, 2019
- Saylor.org Academy - Small Business Management certification
- My Captain Entrepreneurship course certification
- Coursera - Fundamentals of Visualisation with Tableau certification
Hobbies and Interests
- Dancing
- Travelling
- Cooking
Languages
- English
- Hindi
- Telugu
- Kannada
Timeline
Travel Service SME, Premium
Expedia Group
04.2025 - Current
Traveler Service Associate, Premium
Expedia Group
05.2023 - 04.2025
Senior Inside Sales Specialist
Simplilearn
05.2022 - 03.2023
Business Development Representative - Inside Sales
upGrad
08.2021 - 05.2022
BBA - Entrepreneurship, Commerce
Reva University
12th - Science
RMK Residential School
10th -
Vitala Public School