Open to opportunities

Amrita Rai

@amritarai

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I resolve complex travel escalations, legal support cases, and global reservation issues.

India

Message

What I'm looking for

I'm looking to continue resolving complex travel operations, customer escalation, and reservation cases where I can use CRM, GDS, investigation, documentation, and compliance skills to deliver accurate customer outcomes.

I'm currently resolving high-value customer escalations and legal support cases at Expedia Group, using Salesforce, Voyager, and internal policy resources to investigate complex travel concerns.

I prepare case summaries, supporting documentation, response documents, and custom PDF reports for Paralegal and Legal teams while ensuring compliant handling of sensitive customer information.

Previously at Fairportal, I managed high-volume inbound travel consultations and complex flight reservations, ticket exchanges, fare recalculations, and itinerary changes through Sabre and Amadeus.

My background also includes travel support at Concentrix and front-line guest operations across Sheraton Grand and luxury hotel brands including JW Marriott, Andaz, The Leela Ambience, The Roseate, and Pullman.

Experience

Work history, roles, and key accomplishments

Customer Relations Executive

Expedia Group Pvt. Limited

Feb 2024 - Mar 2026 (2 years 1 month)

Served as the final point of contact for high-value and escalated customer complaints, managing complex cases through email and phone to deliver effective solutions with a focus on First Call Resolution. Investigated and resolved delicate customer concerns using Salesforce and Voyager, and assisted with legal escalations by preparing case summaries and documentation for legal teams.

Escalation Management First Call Resolution Case Investigation Salesforce Voyager Knowledge Base Management

Senior Travel Consultant

Fairportal Pvt. Ltd.

Aug 2022 - Feb 2024 (1 year 6 months)

Managed high-volume inbound customer calls to provide professional travel consultation, assisting with complex flight reservations, ticket modifications, and itinerary adjustments. Utilized GDS systems including Sabre and Amadeus to process bookings, ticket exchanges, and fare recalculations.

Travel Consulting Flight Reservation GDS Sabre Amadeus Fare Calculation Customer Satisfaction

Travel Support Associate

The Converges India Pvt. Ltd. (Concentrix)

Aug 2021 - Aug 2022 (1 year)

Handled comprehensive inbound and outbound customer interactions, providing quick resolutions for complex travel-related queries, order flows, flight reservations, and general itinerary changes.

Customer Support Flight Reservation Inbound Calls Outbound

Hospitality Associate

Luxury Hotels Portfolio

Jan 2018 - Jan 2021 (3 years)

Executed precise front-line hospitality operations for elite institutional events and high-profile corporate delegates under rigorous five-star brand metrics.

Hospitality Operations Event Management Corporate Events Five Star Service

Food & Beverage Intern

The Sheraton Grand, Bangalore

Jul 2019 - Jan 2020 (6 months)

Delivered high-tier guest welcome and hosting operations across premium, high-volume fine-dining establishments while managing table allocations, buffet layouts, and room service protocols.

Guest Relations Buffet Operations Room Service