• Managing the Airline Claim compensation Line of Business for India & European Union• Directly liaising with the EU (European Union) line of business• Prepare, implement, and execute Strategy for claim-handling process in accordance with DGCA• Submit claims to airlines via various channels of communication• Managing 2nd level Escalations for the customers• Coordinate with Airlines in accordance with EC261 & DGCA regulations• Create & Improve processes and… Show more • Managing the Airline Claim compensation Line of Business for India & European Union• Directly liaising with the EU (European Union) line of business• Prepare, implement, and execute Strategy for claim-handling process in accordance with DGCA• Submit claims to airlines via various channels of communication• Managing 2nd level Escalations for the customers• Coordinate with Airlines in accordance with EC261 & DGCA regulations• Create & Improve processes and documentations• Determine additional opportunities and possible operational trouble areas• Work with our bots and automation focused on providing the best customer service• Ensuring Client satisfaction Show less

• The primary point of contact in customer services for matters relating to the client program and service delivery.• Escalation point for client program content-related issues in customer service.• Work closely with other departments to ensure delivery of client service requirements.• Build relationships with existing clients through regular client liaison communication.• Worked closely with other functions and Program Management in the EMEA, Americas, and APAC regions to… Show more • The primary point of contact in customer services for matters relating to the client program and service delivery.• Escalation point for client program content-related issues in customer service.• Work closely with other departments to ensure delivery of client service requirements.• Build relationships with existing clients through regular client liaison communication.• Worked closely with other functions and Program Management in the EMEA, Americas, and APAC regions to understand client program rules and processes.• Create, maintain and review operational client documentation.• Monitor customer service compliance and performance against program rules.• Ensure that the client’s needs are met to the highest levels. Show less

• 2nd level Escalation point for service-related problems• Promote client programs and products • Determine additional opportunities and possible operational trouble areas• Input accurate customer information into the database• Prepare client reports• Assist in training and monitoring call center agents to ensure the quality of service• Ensure candidate results are sent to clients in a timely manner

Managing team (10-12 Members)Responsible for handling escalationsCoordinating with clientManaging multiple projectsIdentify the training needs of the advisers and plan the deliverable.To Conduct training sessions as per client ramp-upsDrive improvement and give feedback's to advisersPrepare management and customer reportsPreparing stack rankings

Responsible for handling escalationsPreparing reports of the teamHandling various projects

“OS” performer for 18 months out of 22 Months of production as an adviserWon “Best Performer Award” couple of time in R&RGot Lateral movement from an Adviser to Supervisor Level hence Responsible to handle Escalations

• Coordinating with clients• Monitoring of system activity• Administrating peripherals• Create a backup and recovery policy• Route tickets accurately to second level support when needed.• Respond to web-submissions, incoming voice-mail, emails and/or chat for assistance from users experiencing problems