Shruti Singh Email & Phone Number

Sydney, NSW, AU

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

• Leadership: Proficient in guiding teams with empathy and compassion, nurturing a supportive work atmosphere, conduct regular team meetings, and facilitating team development. Committed to learning alongside team.
• Strategic Thinking and Problem-Solving Skills: Manage and address escalations with a methodical and analytical problem-solving approach, efficiently resolving conflicts by devising innovative solutions and proactively.
• Organizational Management: Highly organized and efficient, skilled in prioritizing tasks, meeting deadlines, and managing workloads effectively.
• Performance Management: Analyse Team Productivity Reports, implement regular quality assessments (of calls and cases handled) and offer coaching and training sessions in monthly 1:1’s.
• Operational Enhancement: Evaluated, devised, and executed alterations or new procedures to enhance customer satisfaction, team productivity, and operational efficiency.
• Professional Development and Continuous Learning Initiatives: Actively participated in continuous learning and professional development opportunities to enhance leadership skills and stay updated on industry best.

Sydney, Australia

• Queue Management: Monitored daily queue and pending cases ensuring volume control and timely resolution. Analysed team reports to meet targets and maintain service quality.
• Escalation Management and Problem Solving: Addressed escalations as the primary contact, resolving critical partner issues through creative resolution techniques in collaboration with internal stakeholders.
• Quality Assurance and Service Recovery Management: Regularly reviewed team productivity reports, cases and investigated negative partner surveys to uphold service standards, deliver coaching on better case handling.
• Facilitation of Team Meetings/Daily Huddles: Conducted team meetings and daily huddles providing performance/process change updates and create daily strategies based on workload and team capacity each day.
• Interviewing, Training and Mentorship: Conducted interviews and contributed to the hiring process of new team members. Developed training schedules and documentation, offered training and coaching on daily activities.
• System/Process Enhancements: Identified opportunities for system and process improvements, gathering feedback and collaborating with technical and operational improvement teams for implementation.Achievement

Sydney, Australia

• Customer Support and Issue Resolution: Address and resolve critical lodging partner issues collaboratively with internal stakeholders. Additionally, oversee contract processes, room and rate creations/updates.
• Systems Improvements: Participate in the Partner Peer Process (PPR) by identifying tool related issues, proposing improvements to monitor and enhance systems, utilizing bug reporting and resolution methods.

Sydney, Australia

• Complaints Handling and Resolution Management: Acknowledge, investigate and resolve complaints in structured format as the primary contact for Australia ensuring compliance with legal requirements, company policies and.
• Reporting and Analysis: Maintain a detailed complaints log to track complaints, actions, and compensations. Analyse complaint reports to identify patterns for product/service improvements, provide feedback to enhance.
• Social Media: Manage and mitigate complaints on social media platforms, prepare newsletter for trade distribution about the release of new products and promotions in collaboration with our media company.
• Maintain an engaging social media presence through daily activities and content creation.

Sydney, Australia

• Maintain Quality: Ensure accuracy and integrity of hotel information on company website, adhering to SEO rules and quality standards.
• Testing: Perform user interface testing during website transitions and resolve issues related to hotel information and promotions effectively.
• SOX Compliance: Conduct SOX compliance control testing, generate reports for departmental reporting, and provide training to market managers on system usage for accurate hotel content maintenance.

Sydney, Australia

• Optimization and Dispute Resolution: Minimize losses by implementing approved chargeback/dispute resolution processes from card associations like VISA, MasterCard, and American Express.
• Chargeback Investigation and Contestation: Collaborate with banks and customers using both bank and internal systems to investigate and contest chargebacks, applying comprehensive knowledge of the entire chargeback.
• Reporting and Analysis: Conduct regular reporting to identify and address website-related issues causing unusual chargeback volumes, recouping funds from invalid disputes, and ensuring timely resolution to avoid.