Naina Sharma
@nainasharma1
Customer service professional with 7+ years delivering exceptional client experiences and resolving escalations.
IndiaWhat I'm looking for
I am a customer service professional with over seven years of experience across hospitality, travel, and financial services, focused on delivering exceptional client experiences and efficient issue resolution.
I have led front-line guest relations at a five-star hotel, managed travel bookings and upselling as a Senior Travel Advisor, and handled escalations and post-disbursement support in financial services, consistently meeting performance metrics like CSAT and resolution rate.
I communicate fluently in English and Hindi, adhere to compliance and quality standards, and seek roles where I can apply my customer-centric mindset, cross-cultural communication skills, and conflict-resolution experience to drive satisfaction and operational improvements.
Experience
Work history, roles, and key accomplishments
Post Disbursement Executive
Credila (HDFC)
Jan 2025 - Aug 2025 (7 months)
Coordinated with students, institutions, and internal teams to resolve queries and documentation discrepancies, monitored repayment status, and improved loan servicing efficiency while meeting CSAT and call handling metrics.
Senior Travel Advisor
Affixious Pvt Lmt.
Jan 2023 - Aug 2025 (2 years 7 months)
Managed inbound/outbound travel services, created tailor-made itineraries, advised customers on travel options and upgrades, and consistently met daily and monthly sales targets through successful upselling.
Escalation Specialist
iEnergizer
Jan 2020 - Dec 2023 (3 years 11 months)
Handled escalated customer issues for US customers, resolving child-safety related concerns quickly while ensuring adherence to company policies, targets, and compliance standards to maintain high satisfaction.
JBSupported the opening of a 5-star property and delivered personalized front-desk services including check-in/check-out, special requests, and guest engagement to ensure seamless stays.
Education
Degrees, certifications, and relevant coursework
Frankfinn
Diploma in Hospitality & Aviation, Hospitality & Aviation
Completed a Diploma in Hospitality & Aviation with training focused on hospitality operations and aviation service standards.
VBU University
Bachelor of Arts, History
2014 - 2017
Completed a Bachelor of Arts (History Hons) with coursework in history and related humanities subjects.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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