Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Vipin

New Delhi

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

7
7
years of professional experience

Work History

Management Trainee

Genpact
Gurgaon
06.2023 - Current
  • Supported staff training, development and evaluation in accordance with company standards.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Researched customer accounts for any discrepancies or outstanding payments.
  • Negotiated payment plans with customers to ensure timely repayment of debt.
  • Investigated customer disputes and complaints regarding billing errors and incorrect charges.
  • Prepared reports summarizing collection activity for management review.
  • Participated in training sessions related to new technologies used by the company's collections department.
  • Maintained accurate records with collections efforts and accounts receivable status.
  • Recorded and updated customer personal accounts with accurate contact information.
  • Answered customer questions regarding account discrepancies or problems.
  • Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
  • Researched and resolved complex reconciliation issues in a timely manner.
  • Collaborated with internal departments to resolve discrepancies quickly and accurately.

Quality Analyst

IGT Solutions
Gurgaon
01.2020 - 03.2024
  • Evaluated chats and calls.
  • Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
  • Conducted root cause analysis to investigate the source of problems in production process.
  • Prepared and conducted documented coaching sessions with each associate, aligned to quality model, to continuously improve quality and performance.
  • Conducted call listening, aligned to quality model requirements for your team to identify opportunity for recognition and development.
  • Escalated calls in accordance with process and procedure, taking ownership and resolving as appropriate.
  • Responsible to maintain the agents KPIs to insure best customer services.
  • Provided test results and audits to the management.
  • Participated in Calibrations.
  • Knowledge/process check for TL/Agent.

Process Associate

Fare portal
Gurgaon
12.2018 - 07.2019
  • Provided customers with detailed information about travel destinations and packages.
  • Developed customized travel plans to meet customer needs and preferences.
  • Created itineraries for customers, including flight bookings, car rentals and hotel reservations.
  • Assisted customers in making changes to existing itineraries or canceling trips.
  • Resolved any issues related to travel plans and services.
  • Collaborated with airlines, hotels and other vendors to ensure best rates for customers' trips.
  • Tracked customer satisfaction ratings through surveys and feedback forms.
  • Analyzed airline rules, regulations and tariffs and discussed international fare construction and visa and passport requirements with clients.
  • Responded promptly to clients regarding visa, passport and security inquiries.
  • Maintained updated knowledge of airline regulatory requirements and industry standards for client support.
  • Handled travel arrangements for groups, couples, executives and special needs clients.
  • Leveraged travel booking system to process travel requests, update client information and print final documents.
  • Maintained KRA's
  • Maintained performance in high pressure situation.

Process Associate

IGT Solutions
Gurgaon
05.2017 - 11.2018
  • Universally trained Inbound agent in KLM process
  • Worked on the ancillary service
  • (Paid seat selection, baggage, upgradation to business class.) Last minute changes, upgradation from economy to business or premium economy when traveler is at airport
  • Helped customers with the UNMR’s and the procedures.

Education

Bachelors Of Business Administration -

Guru Gobind Singh institute of professional studies
03.2016

Skills

  • SOP Development
  • Staff Training
  • Financial records analysis
  • Employee Mentoring
  • Negotiation
  • Experienced on Amadeus & Sabre
  • Sound knowledge of MS Office and Windows
  • Mentoring and training
  • Correction action planning
  • Data Analysis
  • Quality processes
  • Training implementation
  • Data Interpretation
  • Executive Travel
  • International reservations
  • Special needs travelers
  • Hotel Accommodations
  • Itinerary Planning
  • Geography Knowledge
  • Credit card payments
  • Customer Service

Languages

  • Hindi
  • English

Timeline

Management Trainee

Genpact
06.2023 - Current

Quality Analyst

IGT Solutions
01.2020 - 03.2024

Process Associate

Fare portal
12.2018 - 07.2019

Process Associate

IGT Solutions
05.2017 - 11.2018

Bachelors Of Business Administration -

Guru Gobind Singh institute of professional studies

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