Puneet Sharma

Senior Executive

MAKEMYTRIP PVT. LTD

india, gurgaon

Jun.2016 - Sep.2022

Managed the Customers Delight Department and was responsible for a related loyalty program. Handled all key customers' queries and resolved them within specific TAT. Advised the Senior Management
on process improvements based on past complaint trends resulting in customer retention and satisfaction, which helped add more revenue and enhance the business's customer experience
Handling loyalty programs that offer points or benefits to customers, And in return, they redeem points for discounts, free products, rewards, or insider perks. The goal is to motivate repeat purchases and build trust between customers and businesses. 95% of customers say trusting a company increases their loyalty.
6+ years of experience organizing, planning, and monitoring a company's customer service department to ensure optimized interaction between a company and its clients. Responsible for handling a team and ensuring optimum output without diluting the quality of customer service.
Skilled in working on SQL tools to check loyalty rewards details, Provide customer information, answer their queries, resolve their problems, and handle all the complaints related to the organization's products and services
Responding to customer inquiries quickly and resolving issues through social media platforms, e-mails, and top-level communication. Communicating efficiently with customers and vice versa through communication mediums
Resolving day-to-day queries with upward escalation for more complex questions to the management team. Coordinating external and internal business partners, vendors, and suppliers and resolving customer disputes from beginning to end.
Proﬁcient in all aspects of travel-related compliance for ﬂights, hotels, ground transportation, and holiday packages. Considerable experience supervising teams, working in fast-paced settings, maintaining solid client relationships, and ensuring prompt handling of the date change, cancellation, and waiver requests on the booking.
We maintain brand reputation and customer experience on all social media channels in all business lines like ﬂights, hotels, ground transportation, etc., using rigor and correct planning, delivering positive customer service conversions.
Enhancing and streamlining workﬂows for improving customer service on social media platforms and all the critical management escalations. Contributing recommendations for the changes required in the product or the training requirement of the Contact Center.
They are ensuring that negative interactions are kept to a minimum. Responsible for closing all escalations within a specific time frame and sharing a ﬁnal summary report that includes the root cause of such escalations to enhance processes or products and reduce recurring incidents.
Dealing with customer complaints received through social media platforms (LinkedIn, Twitter, etc.) and multiple online channels such as phone calls and e-mails to management. Maintaining an excellent cross-functional relationship between various stakeholders (internal) to provide a high standard of services to customers to meet and exceed their expectations.

Summary

Overview

Work History

Senior Executive

Inbound Tour Executive cum Admin Executive

Education

Bachelors - Commerce

MBA - undefined

Skills

Timeline

Senior Executive

Inbound Tour Executive cum Admin Executive

Bachelors - Commerce

MBA - undefined

Similar Profiles

Pooja MathilakkathPooja Mathilakkath

Pritha TiwariPritha Tiwari

Sumit ParsaSumit Parsa