Parul X.
Assistant Manager
Last Updated: Aug 30, 2017
Address
Category
E-mail
Phone Number
Education
Master of Business Administration
Lovely professional University
02/2014 – 01/2016 New Delhi, India
MBA in Operations & HR
Bachelor of Engineering - Electrical Engg.
Rajiv Gandhi Technical University
Jan 2014 - Feb 2016, New Delhi
Lovely professional University
02/2014 – 01/2016 New Delhi, India
MBA in Operations & HR
Bachelor of Engineering - Electrical Engg.
Rajiv Gandhi Technical University
Jan 2014 - Feb 2016, New Delhi
Experience
1. Customer Service Supervisor – APAC & EMEA
Expedia, Inc.
07/2016 – 07/2017 Gurgaon, India
* Reporting the website issues, process and training gaps to the relevant team to deter future complaints from the customer.
* Maintain and sharing the reporting with the business for all cases; showing the root cause and channel of complaints.
* Taking up new initiatives as a part of Business Development and ensuring the projects get completed.
2. Customer Service Team Lead – APAC & EMEA
Expedia, Inc.
09/2015 – 06/2016 Gurgaon, India
Lead Team to effectively manage EMEA\APAC Social Media customer support cases within agreed SLA whilst mitigating brand and finance exposure. Mentor/ Coach team members, offer benefits of expertise to assist with investigation/ case resolution/ communication to stakeholders. Follow up with team and providing them guidance on performance issues. QA calibration and identifying areas of improvements.
3. Customer Service Coordinator
Expedia, Inc.
05/2015 – 08/2015 Gurgaon, India
Main responsibilities included: assisting customers with their queries on social media and by email, reporting, research and analysis; cooperation with
vendors. Understanding a brand and community building on social networking site
4. Process Associate – Customer Service
Interglobe Technologies Pvt. Ltd.
07/2014 – 04/2015 Gurgaon, India
Perform analysis of travel costs and provide estimates to clients.Collaborate with various clients and departments and provide efficient customer care. Develop travel arrangements with organization- authorized air, car, and hotel as well as ground transportation suppliers in cost- effective mode possible.
5. Customer Support Executive
Celebi Pvt. Ltd. (Air France / KLM)
03/2013 – 02/2014 New Delhi, India
Expedia, Inc.
07/2016 – 07/2017 Gurgaon, India
* Reporting the website issues, process and training gaps to the relevant team to deter future complaints from the customer.
* Maintain and sharing the reporting with the business for all cases; showing the root cause and channel of complaints.
* Taking up new initiatives as a part of Business Development and ensuring the projects get completed.
2. Customer Service Team Lead – APAC & EMEA
Expedia, Inc.
09/2015 – 06/2016 Gurgaon, India
Lead Team to effectively manage EMEA\APAC Social Media customer support cases within agreed SLA whilst mitigating brand and finance exposure. Mentor/ Coach team members, offer benefits of expertise to assist with investigation/ case resolution/ communication to stakeholders. Follow up with team and providing them guidance on performance issues. QA calibration and identifying areas of improvements.
3. Customer Service Coordinator
Expedia, Inc.
05/2015 – 08/2015 Gurgaon, India
Main responsibilities included: assisting customers with their queries on social media and by email, reporting, research and analysis; cooperation with
vendors. Understanding a brand and community building on social networking site
4. Process Associate – Customer Service
Interglobe Technologies Pvt. Ltd.
07/2014 – 04/2015 Gurgaon, India
Perform analysis of travel costs and provide estimates to clients.Collaborate with various clients and departments and provide efficient customer care. Develop travel arrangements with organization- authorized air, car, and hotel as well as ground transportation suppliers in cost- effective mode possible.
5. Customer Support Executive
Celebi Pvt. Ltd. (Air France / KLM)
03/2013 – 02/2014 New Delhi, India