Yash Sharma
Gurugram
Summary
To lee my leadership and process improvement skills to drive customer satisfaction, retain key clients, and contribute to the company’s revenue growth while fostering a collaborative and high-performing team environment.
Overview
6
6
years of professional experience
Work History
Travel Service Associate, Escalations || P1
Expedia Groups
Gurugram
01.2023 - Current
- Strategic Escalation Management: Led resolution of high-priority escalations from legal, social media, and executive channels, protecting company reputation through swift, effective outcomes.
- Root Cause Analysis & Resolution Design: Conducted detailed investigations to identify root causes of complex issues, designing tailored solutions aligned with traveler needs and company policies.
- Cross-Functional Collaboration: Collaborated with legal teams to provide insights for risk mitigation and to prevent future traveler disruptions and financial losses.
- Final Point Escalation & Policy Design: Acted as the final escalation point (P1) for critical issues, creating policies for frontline teams to manage climate and technical challenges consistently.
- Analytical Decision-Making: Applied advanced analytical skills to devise resolution strategies that consider escalation nature and traveler tier, ensuring personalized and fair solutions.
Team Leader- Operations
IGT - Solutions Pvt Ltd.
Gurugram
09.2021 - 01.2023
- Process Implementation & Improvement: Led the successful implementation of new processes for Expedia Group, driving key operational enhancements.
- Team Leadership & Management: Managed a team of 20-25 agents, ensuring high performance, adherence to standards, and low attrition.
- Cross-Functional Collaboration: Engaged in cross-functional initiatives to foster collaboration and support business goals.
- Business Insight & Senior Management Collaboration: Partnered with senior management to align team efforts with business strategies and customer service excellence.
Subject Matter Expert
I energizer Pvt Ltd
Noida
01.2019 - 08.2021
- Voice & Email Process Management: Delivered customer service for corporate clients, handling airline and hotel inquiries in the MakeMyTrip (MyBiz) voice and email processes.
- Multi-Platform Booking Expertise: Managed bookings via the MyBiz platform and GDS systems (Sabre, Amadeus), ensuring efficient and flexible solutions for corporate clients.
- Post-Sales Support & Issue Resolution: Provided post-sales support to partner companies, resolving issues related to reservations and ensuring a seamless experience.
- Team Mentorship & Support: Led onboarding and mentoring efforts for new hires, offering guidance and resolving production floor challenges.
- Client-Centric Service Delivery: Consistently maintained high standards of service by understanding and addressing client needs effectively.
Education
Bachelor of Arts -
Dr. Br Ambedkar
Aligarh01-2020
GED -
12th
CBSE Board Aligarh01-2017
10th ICSE Board
Jahangirabad01-2015
Skills
- Cross-Functional Collaboration
- Client Relationship Management
- Analytical Decision-Making
- GDS Proficiency (Sabre, Amadeus)
- Problem-Solving
- Strategic Thinking
- Adaptability
- Time Management
- Emotional Intelligence
Hobbies
- Data Analysis: I enjoy analyzing data to uncover trends and insights, which sharpens my decision-making skills.
- Strategic Games: I engage in strategic board games and puzzles to enhance my problem-solving and strategic thinking abilities.
- Cross-Functional Projects: I involve myself in cross-disciplinary projects and community service, reflecting my commitment to collaboration and team building.
Declaration
I, Yash Sharma, hereby declare that the information contained herein is true and correct to the best of my knowledge.
Languages
Hindi
Native language
English
Upper Intermediate (B2)
B2
Timeline
Travel Service Associate, Escalations || P1
Expedia Groups
01.2023 - Current
Team Leader- Operations
IGT - Solutions Pvt Ltd.
09.2021 - 01.2023
Subject Matter Expert
I energizer Pvt Ltd
01.2019 - 08.2021
Bachelor of Arts -
Dr. Br Ambedkar
GED -
12th
10th ICSE Board
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