Jul 2021 – Dec 2023 · 2 yrs 5 mos

• Managed the inbound customer service team which serviced 99% of incoming chats and maintained a very high customer satisfaction score
• Led Product Enhancement along with the tech team and was responsible for the implementation, adoption and survey to understand usability
• Conducted performance audits, spearheaded process improvements, and developed standard operating procedures (SOPs), significantly increasing operational efficiency and customer satisfaction..
• Fostered collaboration across departments, expediting issue resolution, driving increased sales, and enhancing customer retention
• Produced and shared detailed performance reports with management, supporting strategic decisions and operational enhancements, and planned and executed medium to long-term initiatives for customer support improvement.
• Implemented and monitored customer support metrics and SLAs, ensuring high-quality service delivery.

Jan 2020 – Jun 2021 · 1 yr 5 mos

• Onboarded 20+ new clients monthly, conducting comprehensive product education sessions and analyzing customer profiles to pinpoint upsell opportunities, resulting in a 15% increase in average customer lifetime value.
• Boosted customer satisfaction by providing teams with training and skills to optimize service delivery in alignment with individual needs. Managed client communications and ticketing (Skype, conference calls, emails), including managing escalations and ensuring quality standards are maintained at all times.
• Integrated third-party services like Channel Managers, Payment Gateways, and Tripadvisor Services, enhancing overall service offerings.

Oct 2018 – Dec 2019 · 1 yr 2 mos

• Led a team of 6 chat/email representatives, enhancing efficiency and productivity through active monitoring and feedback. Conducted training for new personnel and continuously updated the team on best practices and new product features.
• Anticipated team needs and swiftly resolved customer inquiries and complaints, consistently achieving high satisfaction ratings. Managed team productivity and performance through instilling a metrics-driven culture.

Sep 2016 – Sep 2018 · 2 yrs

• Provided exceptional customer service using in-depth product knowledge and stayed updated on product changes to ensure accurate assistance. Collaborated with third parties to resolve discrepancies, develop effective solutions, and employed troubleshooting techniques for technical problems.
• Responded proactively to rapid changes and swiftly resolved customer inquiries, enhancing overall satisfaction.

Jun 2012 – Oct 2015 · 3 yrs 4 mos · New Delhi Area, India

• Executed front desk operations, serving as the primary contact for VIP and regular guests, ensuring smooth check-in and payment processes..
• Collaborated with team members to provide comprehensive guest services, employed quick- response tactics to address complaints and needs, maintaining high satisfaction levels and improving retention rates

Jun 2011 – May 2012 · 11 mos

• Operated a multi-line phone system to handle inquiries, transfer calls, and relay messages to appropriate personnel.
• Utilized internal software IDS to enter and update customer data, process reservations, and manage check-ins and check-outs.
• Provided a welcoming presence at the front desk, engaging guests in pleasant conversations during check-in.