Customer support professional with seven years on international and domestic processes for SaaS and travel companies. Handles escalations by email, chat and phone, coaches new agents and supports a team of 12 as acting team lead.
Handle tier-two escalations on billing, integrations and data issues, resolving most without passing them to engineering.
Handled flight and hotel cancellations, refunds and date changes over phone and email for domestic travellers.
Answered prepaid and postpaid billing queries in Hindi, Punjabi and English on an inbound voice process. Processed number portability and plan change requests following verification rules.