S. KIRAN

Provided comprehensive international chat support to Expedia customers, efficiently resolving complex itinerary changes and travel requests in adherence to applicable policies.

Promoted to Floor Support, providing real-time guidance and resolving intricate process and customer-handling queries for frontline agents, significantly improving operational efficiency.

Mentored and onboarded new agent batches, facilitating their rapid understanding of complex workflows and support processes to enhance team readiness and performance.

Enhanced service quality and customer satisfaction by assisting with audio-chat support and delivering constructive feedback to agents, leading to improved interaction outcomes.

Delivered comprehensive voice and non-voice technical support for online orders, payments, and delivery-related queries, ensuring high customer satisfaction rates.

Diagnosed and resolved complex customer account issues, achieving timely and effective resolutions that minimized customer impact and improved user experience.

Conducted thorough fraud investigations by reviewing customer accounts, successfully identifying and flagging suspicious activities to prevent potential financial losses and maintain platform integrity.

Generated accurate Expedia hotel contracts by meticulously entering property details, contact information, room types, and rate plans into internal systems, maintaining 100% data integrity.

Ensured high data accuracy across all contract information and supporting operational records, minimizing discrepancies and supporting seamless business operations.

Awarded "Best Employee of the Month" for consistently delivering outstanding service and operational excellence, demonstrating commitment to quality and efficiency.

Managed high-volume customer interactions through chat and email channels, effectively resolving complex software-platform issues to enhance user experience.

Delivered timely and empathetic resolutions, significantly improving customer experience and fostering positive client relationships.

Ensured meticulous maintenance of CRM records, supporting data-driven insights and contributing to iterative service-process improvements.