Deepti Dhall

• A primary point of contact, demonstrating a deep understanding of customer's business needs and providing personalised assistance to address their concerns effectively.
• Provide exceptional customer service to AGL High Value customers, responding promptly to their inquiries and resolving any issues or complaints they may have.
• Serves as a level 2 point of escalation for complex customer issues including hardship inquiries, collaborating with internal and external stake holders to find appropriate solutions.
• Assisting customer with all of their Energy related requirements along with maximising opportunities to cross sell telecommunication services.
• Provide feedback to business regarding process improvement.
• Willingly take on challenges and projects as opportunities arise.
• Resolves challenges with empathy and understanding
• Organized and detail-oriented with a strong work ethic.
• Passionate about learning and committed to continual improvement.
• Excellent communication skills, both verbal and written.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Worked effectively in fast-paced environments.

• Taking inbound/making outbound calls, responding to emails, chats and messages from "Priority Assist" customers who are shopping online for retail products and resolving their general and financial enquiries
• Liaise with stores and the CSA's to assist in delivery of the orders to the customers
• Process B2B customer requests
• Escalate critical issues to the management where required.
• Problem solving and conflict resolution skills
• Proficient written and oral communication skills
• Ability to build relationships and work collaboratively with clients and organisational peers
• Ability to work autonomously,employ initiative to nd solutions prioritise and exercise discretion.

• Made Domestic and International Reservations for clients Including TCS, Neilsen, KPMG
• Arranged accommodations for clients
• Get accurate and up to date fees and charges from hotels
• Attend to clients queries made in person, on the phone and via email
• Issued Tickets within the defined SLAs
• Trained new employees on customer service and the software's both GDS and Gmax (internal)
• Coordinated between different department for Seamless ticket Issuance.

• Handled end to end refunds for American Express Pan India, including: Land Refund (car, visa, railway tickets) and Air Refund (international and domestic air tickets)
• Coordination with the airline accounts department for getting the refund on cancelled tickets
• Efficient handling of all the refund related queries of clients (through emails and calls)
• Handled all refunds within the given SLA
• Handled report generation and queue management
• Timely delivery of Credit Notes / invoices to the clients.

• Made Domestic and International Reservations for Key Accounts Including IBM Pan India and Maruti Udyog Limited
• Planned itineraries (air, hotel and car) using the lowest logical route as per customer travel policy.
• Handled all travel related queries, re-planned itineraries, and coordinated with Emergency Travel Services (whenever needed) to provide a hassle free customer experience.
• Efficiently handled invoicing.

• Handled a diverse back office process with a team of 20 agents
• Coordination with client for work allocation and tracking the progress
• Acting as interface with other teams for workflow management
• Training need analysis and facilitating training of team members/ other teams
• Productivity tracking and weekly reporting for the process
• Projects carried out for improving the quality of the process
• Initiatives in improving data integrity of the process
• Ensure adherence to the documented Sops and Standards laid out for the process.

Achievements:
Exceptional Support Award, December 2007 from World span (Atlanta)

About Online Travel Corp . It is a UK based client OTC (Online Travel Corp.), which is one of the leading Travel Companies in UK market and it deals with more than 100 Airlines. It uses proprietary software called Fare Builder where my job involves, ling fares on their software and make them available on the web for their Call Centre.

• Uploaded the fare sheets from airline onto the Software as per the SOPs
• Coordinated within the team and with the client to clear any queries for Quality work
• Maintained daily log reports to track the work ow
• Arranged training sessions on Software usage and to explain the process
• Gave presentations about the process to any visiting clients or potential clients for the organization
• Setup of procedures to maintain the SLAs.
• Regular updating of SOPs for the team / Clients.

Achievements:
• Gold and Bronze certificate (2006 & 2004) from Online Travel Corp., UK for Quality work delivered.
• Outstanding Performance award from Inter globe Technologies Nov 2007.

• Handled Queues to fix teletype rejects
• Maintained a daily log of the work inflow and output delivered
• Attended trainings for system upgrade whenever required.

• Issued Tickets (Manual and Automated)
• Handled all back office operations
• Efficiently handled invoicing for all the travel Accounts.