Rohit Tickoo Email & Phone Number

Delhi, India

Gurugram, Haryana, India

Specialized Professional• Reviewing the monthly/weekly lodging and non-lodging data of approximately 10,000 calls, 3000 chats, and 5000 emails for tracking corrective action plans, and providing regular reporting to management• Handling on average of 10-12 tier – 3 back-office client escalations for providing appropriate resolution• Supporting extended teams with root cause analysis to determine agent errors or financial losses• Coordinate with client and… Show more Specialized Professional• Reviewing the monthly/weekly lodging and non-lodging data of approximately 10,000 calls, 3000 chats, and 5000 emails for tracking corrective action plans, and providing regular reporting to management• Handling on average of 10-12 tier – 3 back-office client escalations for providing appropriate resolution• Supporting extended teams with root cause analysis to determine agent errors or financial losses• Coordinate with client and requestor in resolving reservations issues in the specified time frame for highly escalated cases• Tracking productivity of the individuals with different process matrices including factors like AHT (Average Hold Time), and Compliance.• Sharing feedback to individuals for the process followed by subordinates for closing issues by following corrective measures• Handling and managing the VNA team (Vendor Not Available) in terms of getting any approval from the hotel and requesting a refund on the booking in case of cancellation.• Handling complaints from customers (hotels and flights) faced at the time of the stay concerning payments and refundsExpedia• Managing support team to handle customer concerns regarding their existing or post-dated reservations• Maintaining Expedia customer accounts and handling queries related to reservations, payments, and refunds• Working with the Technical IT team every week for automation and process improvement of websites basis customer feedbackHotels.com• Worked as SME and handled a Sales team of 40 members assisting customers with hotel reservations through Expedia.• Examined the AHT (Average Hold Time) for a team of 25-30 members and ensured a delightful customer experience• Worked on multiple reports for publishing data concerning AHT and compliance Show less

Gurugram, Haryana, India

Jabong.com• Resolved complex technical customer issues and escalations• Supporting extended teams with root cause analysis to determine agent errors or financial losses• Optimized the processes and mentored other team members