Vishav Karan
UAE
Summary
Customer support professional with 7+ years of experience in banking operations, Travel and Tourism, Telecom operations. Skilled in backend operations, client support, with a proven record of delivering high-quality service and compliance. Known for dedication, resilience, and strong work ethics.
Overview
2
2
Languages
4
4
years of post-secondary education
8
8
years of professional experience
Work history
Customer Support Associate
IGT Solutions India Pvt Ltd
Gurugram, India
2023.12 - 2026.03
- Assisted U.S. travelers with end-to-end itinerary creation, ensuring smooth and well-planned travel experiences.
- Handled domestic and international flight support using the Amadeus GDS, including fare searches, reissues, exchanges, and cancellations.
- Managed hotel reservations, modifications, and special requests while ensuring accuracy and customer satisfaction.
- Provided real-time assistance for booking issues, schedule changes, and travel disruptions with a customer-first approach.
- Guided travelers through policy clarifications, refund eligibility, and travel advisories to ensure informed decision-making.
- Coordinated with airlines and hotel partners to resolve complex booking concerns and deliver timely solutions.
- Ensured compliance with Expedia’s quality standards, maintaining high CSAT and first-call resolution metrics.
- Delivered empathetic, clear communication tailored to U.S. customers’ expectations and travel needs.
- Identified recurring issues and shared insights with the team to improve process efficiency.
- Maintained detailed documentation of all interactions to support seamless follow-ups and audit requirements.
- Managed end to end travel solutions for Expedia (U.S.A) clients, including the seamless bookings of complex flights for schedule changes, reissuance of tickets, cancelations and modifications on Amadeus.
- Also assisted clients for their hotel itineraries and using tools like Voyager classic and V next for changes and complaints. Utilized Amadeus tool of (GDS) Global distribution system, to audit agent entries, resolve booking discrepancies, and ensure technical accuracy across global distribution system.
- Mediated and resolved airlines disputes by conducting analysis of booking errors and implementing corrective actions using GDS. Delivered high level client support by providing timely, professional email correspondence regarding itinerary adjustments and conflict resolution.
- Maintained data integrity between airlines and users to minimize financial and operational risks of users.
Senior Customer Service Representative
Accenture India Pvt Ltd
Gurugram, India
2022.05 - 2023.10
- Managed a high volume of live chat inquiries for Verizon, a leading U.S telecom provider, specializing in billing support, account changes, SIM activation, and troubleshooting network issues.
- Achieved 98% quality assurance in issue resolution.
- Documented customer interactions in line with Standard Operating Procedures (SOPs).
- Delivered empathetic and professional communication to maintain customer satisfaction.
- Managed a high volume of inquiries in billing support.
- Resolved complex technical network issues for Verizon (U.S.A) users, ensuring minimal downtime and high service availability.
- Guided clients through device upgrades and service transitions by providing tailored recommendations based on their technical needs and usage patterns.
- Managed end to end communication, post – resolution, delivering clear, professional emails updates that translated technical fixes into user friendly summaries.
- Optimized network performance by analysing recurring troubleshooting data and implementing permanent fixes for systematic connectivity issues using the telecom diagnostic using tools like live engage.
Support and Backend Operations
Paytm Payments Bank India
Noida, India
2018.01 - 2022.03
- Managed backend operations supporting digital payment services.
- Conducted KYC validation and audits to ensure compliance.
- Worked in NETC (National Electronic Toll Collection) – FASTAG of NHAI (National Highways Authority of India) through Paytm payments bank (issuer of fastag).
- Raising chargebacks to clients (toll plazas) using EFKON panel and Banks (acquirer) if there’s any violation or any wrong deduction made on plaza.
- Responsible for investigating and resolving chargeback cases related to FASTag toll transactions with accuracy and within defined TAT.
- Analyzes disputed transactions, validates toll plaza data, and coordinates with NPCI, toll operators, and internal teams for timely resolution.
- Ensures compliance with regulatory guidelines and maintains detailed documentation for audit and reconciliation.
- Monitors recurring dispute patterns, identifies operational gaps, and recommends process improvements.
- Provides customer-centric support by addressing escalations and ensuring transparent communication throughout the dispute lifecycle.
- Works with cross-functional teams to enhance FASTag transaction accuracy and reduce chargeback volumes.
- Worked on EGCS panel of NPCI (National Payments Corporation of India) and validating and monitoring the transaction details of Journey through toll routes to check the discrepancies.
Education
Bachelor Of Commerce (B.com) - Commerce
Lovely Professional University
Punjab 2011.01 - 2015.01
Skills
- Customer Support & Relationship Management
- Live Chat Operations
- Backend Operations
- Audits, MS Office Proficiency , Team Collaboration
- Compliance & Regulatory Adherence
- Strong Communication & Problem-Solving
- Hardworking, Ethical, Data Integrity & Accuracy
- Process Optimization
- Dedicated to professional excellence
- Resilient under pressure
- Passionate about continuous learning and growth
Languages
English
Fluent
Hindi
Native
Timeline
Customer Support Associate
IGT Solutions India Pvt Ltd
2023.12 - 2026.03
Senior Customer Service Representative
Accenture India Pvt Ltd
2022.05 - 2023.10
Support and Backend Operations
Paytm Payments Bank India
2018.01 - 2022.03
Bachelor Of Commerce (B.com) - Commerce
Lovely Professional University
2011.01 - 2015.01