Headline

Customer Support Specialist | Multi-Channel Client Success | Zendesk, Genesys, Amadeus & Sabre | 95%+ Resolution Rate | Travel & EdTech - B2B & B2C

About

Customer Support Specialist with 3+ years of experience delivering high-volume, multi-channel client service in B2B and B2C environments across Travel and EdTech sectors. I excel at technical troubleshooting, SLA management, issue escalation, and first-contact resolutions using Zendesk, Genesys, Amadeus, Sabre, Farelogix, and Galileo. Proven ability to handle 150+ daily queries while maintaining 95%+ resolution rates and driving measurable improvements. Key Achievements: Increased customer satisfaction scores by 25% within one year Reduced booking and processing errors by 30% through process enhancements Trained and mentored 10+ team members on Amadeus and support tools Delivered consistent remote support across phone, chat, and email with strong focus on client retention and operational excellence What sets me apart is my blend of deep technical proficiency with calm, efficient problem-solving under pressure. I focus on not just resolving tickets but enhancing customer experience and optimizing support workflows. Open to new opportunities in Customer Support, Client Success, Technical Support, or Operations roles — remote or hybrid. Let’s connect if you’re looking for a reliable, results-driven support professional.

Location

India

Work experience

Client Satisfaction Associate at Meazure Learning, Feb 2025 - Present · 1 yr 5 mos, India, Provide comprehensive support to both B2C students/test-takers and B2B clients (institutions and partners) across all phases of the assessment process, including test scheduling, rescheduling, cancellations, and payment inquiries. Manage technical support issues involving browsers, portals, systems, and applications to ensure seamless test delivery and user experience. Handle high-volume customer interactions via calls (Genesys), chats, and emails (Zendesk), efficiently managing 80+ chats/emails and 50+ calls daily while maintaining quality service standards. Utilize ProctorU CRM for case management and Yardstick, Confluence, SharePoint as learning management and knowledge base tools. Collaborate internally using Microsoft Teams and Outlook to coordinate with cross-functional teams and escalate issues effectively. Actively contributed to process enhancement by identifying and reporting technical discrepancies in the LMS and test delivery platforms, providing actionable suggestions to improve system reliability and user experience. Consistently meet SLA targets and contribute to improving overall client satisfaction during critical exam windows and high-demand periods.

Senior Associate at WNS, Apr 2024 - Nov 2024 · 8 mos, Gurugram, Haryana, India, Managed end-to-end corporate travel arrangements for the global client Howden, a key account under Internova’s Altour business line. Created personalized itineraries, booked flights and hotels, and ensured policy-compliant travel plans for employees traveling across multiple regions. Handled booking modifications, urgent travel changes, and special requests with accuracy and responsiveness. Used Sabre GDS for all flight reservations and Genesys for managing client interactions and internal records. Communicated professionally via Outlook and collaborated cross-functionally using Microsoft Teams to ensure fast, coordinated responses to client needs. Delivered high-quality support in a B2B environment, balancing speed, precision, and service quality within tight corporate SLAs. Maintained excellent service consistency and contributed to positive client feedback and account retention efforts.

First Line Customer Sevice at Etraveli Group, Aug 2022 - Jul 2023 · 1 yr, Gurugram, Haryana, India, Provided first-line support to customers across all Etraveli Group travel brands, handling high-volume inquiries related to flight changes, cancellations, refunds, and payment issues. Delivered omni-channel support via calls, chats, and emails, ensuring smooth pre- and post-booking experiences for global travelers. Used Genesys for live customer interactions and Edvin as an internal workflow management system. Handled complex booking modifications and service issues through multiple GDS and NDC platforms: Amadeus, Sabre, Galileo, Farelogix, TravelFusion, and airline-specific portals. Maintained quality service delivery while working in a SLA-driven environment, prioritizing first-contact resolution and empathetic customer communication. Contributed to team KPIs by ensuring fast turnaround times, accurate ticket handling, and consistent customer satisfaction.

Customer Service Representative at Etraveli Group, Aug 2022 - Jul 2023 · 1 yr, Handled first-level support for flight booking issues using Amadeus, Sabre, and Galileo.

Process Associate at IGT Solutions, Aug 2021 - Aug 2022 · 1 yr 1 mo, Gurugram, Haryana, India, Delivered end-to-end support to global customers booking through Expedia Group and its partner brands (e.g., Expedia.com, Vrbo, Orbitz, Travelocity, Hotels.com). Resolved complex travel-related queries via calls and live chats, including issues with flight bookings, hotel reservations, rental car services, and package deals. Utilized Voyager CRM to manage customer profiles, track interactions, and escalate unresolved issues. Handled flight modifications, cancellations, corrections, and FTC (Future Travel Credit) applications using Amadeus and Farelogix reservation platforms. Maintained a professional and empathetic tone to de-escalate high-pressure situations and assist customers with last-minute travel changes. Achieved 95%+ CSAT (Customer Satisfaction Score) and consistently delivered first-call resolution (FCR). Recognized for quick learning and consistent performance during peak periods in a high-volume, SLA-driven environment.

Education

Bachelor of Arts (BA), Office Management and Secretarial Practices, Dyal Singh college, University of Delhi

Higher Secondary Certificate (12th), Information Technology & Database Management, Rajkiya Pratibha Vikas Vidyalaya, Paschim Vihar