At Expedia Group, I lead global customer support and escalation operations across APAC, EMEA and North America. I use customer insights and operational data to guide service improvements, and reduced the overall escalation rate from approximately 5% to 2% while sustaining NPS above +30%.
I also lead cross-functional projects and coordinate with Product, Operations, contact centers, Workforce Management, Quality and external BPO partners. My work includes root-cause analysis, SOP standardization and operational readiness during high-impact events.
As Traveler Service Supervisor, Escalations at Expedia Group, I led Tier 3 global escalation and service-recovery operations. I designed and implemented an omnichannel escalation framework that improved customer satisfaction by 1,100 basis points.
Earlier, I supported global travel operations at Expedia Group and IGT SOLUTIONS (EXPEDIA PROCESS), handling escalations and Tier 2 cases involving refunds, exchanges, ticketing and travel disruptions. I used Sabre, Farelogix and GDS workflows to resolve complex travel-support issues.
