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 members and facilitating their professional development.•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 preventing future occurrences.•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 practices.•Recruitment and Onboarding: Conduct interviews with prospective candidates and deliver comprehensive training to facilitate their smooth transition and ramp up.

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 techniques to ensure prompt issue resolution.•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 and new process releases for all team members.•System/Process Enhancements: Identified opportunities for system and process improvements, gathering feedback and collaborating with technical and operational improvement teams for implementation.Achievement•Received the Partner of The Year award at Expedia in 2019 in recognition of outstanding support provided to our partners and Market Management team.

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, promotion administration, training sessions for hotel partners on Expedia systems, and content and photo administration, while staying informed about the company's latest technological advancements.•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 industry regulations.Represented the airline to manage escalated complaints to Fair Trading Australia, ACCC and the Department of Commerce•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 standards, and report website issues to the marketing team.•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 process.•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 chargebacks.