Vikas Sharma
Gurgaon
Summary
Dynamic Supervisor at Fareportal with a proven track record in customer service excellence and complex problem-solving. Expert in GDS software, I effectively managed high-value client escalations and enhanced operational efficiency, achieving a high customer satisfaction rate through decisive action and strong communication skills.
Overview
1
1
Language
4
4
years of post-secondary education
7
7
years of professional experience
Work History
Supervisor
Fareportal
Gurgaon
10.2019 - Current
Customer Service & Issue Escalation
- Resolved complex customer complaints and urgent travel disruptions (e.g., flight cancellations, missed connections, hotel overbookings) swiftly and professionally.
- Served as primary escalation point for high-value clients and corporate accounts, ensuring timely resolution of issues.
- Oversaw daily operations, enhancing workflow and maintaining team productivity.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Maintained a high customer satisfaction rate by empowering staff to execute effective solutions and refunds.
- Corporate & Leisure Travel Operations
- GDS/Booking Software Proficiency (e.g., Sabre, Amadeus, Galileo)
- Collaborated with vendors and partners to optimize operational processes.
- Emergency Itinerary Re-routing
Education
Bachelor of Science - Mechanical Engineering
Maharishi Dayanand University
Farukhnagar, India 07.2012 - 07.2016
Skills
- GDS systems
- Operations management
- Customer relationship management
- Vendor coordination
- Operational efficiency
- Issue escalation
- Complex problem solving
- Problem solving
- Decision making
- Quality control
- Process monitoring
- Effective communication
- Verbal communication
- Customer service
Languages
English
Proficient (C2)
C2
Timeline
Supervisor
Fareportal
10.2019 - Current
Bachelor of Science - Mechanical Engineering
Maharishi Dayanand University
07.2012 - 07.2016