Neha Sharma
@nehasharma42
Customer service specialist at Expedia Group who resolved advanced Vrbo partner escalations.
IndiaWhat I'm looking for
At Expedia Group, I investigated and resolved advanced Vrbo partner escalations involving billing discrepancies, listing challenges, policy disputes, fraud risks, and high-risk reservations. I worked with teams including Legal, Finance, Trust & Safety, and Product to reach policy-aligned resolutions.
As a Traveller Service Associate, I supported Gold and Platinum travellers across Expedia Group brands and handled concerns escalated to senior executives, legal teams, and consumer organizations. I used tools including Amadeus, GDS, Voyager, and Glassglass System to research cases and document resolutions.
At Byju's (Think and Learn Pvt. Ltd), I responded to student and client queries, handled escalations, and referred issues to the appropriate departments. I also provided tailored suggestions and organized parent orientations via Zoom.
Experience
Work history, roles, and key accomplishments
Lead investigation and resolution of advanced partner escalations involving billing, listing, policy, fraud, and high-risk reservations. Collaborate cross-functionally with Legal, Finance, Trust & Safety, Product, and Leadership to drive effective resolutions.
Handled inquiries from Expedia's Headquarter Offices and provided best-in-class service to Gold/Platinum travellers. Maintained confidentiality, documented executive reporting, and resolved customer queries using tools like Amadeus, GDS, and GEVR.
Senior Student Success Specialist
Byju's (Think and Learn Pvt. Ltd)
Dec 2021 - Jun 2022 (6 months)
Provided resolution to client queries via inbound phone calls, handled escalations including social media, and transferred issues to appropriate departments. Organized and conducted parent orientation via Zoom.
Student Success Specialist
Byju's (Think and Learn Pvt. Ltd)
Mar 2021 - Dec 2021 (9 months)
Provided answers to client questions via inbound phone queues and submitted issues to correct departments. Researched client feature requests and suggested alternatives to ensure satisfaction.
Education
Degrees, certifications, and relevant coursework
Utkal University
BCOM / Account Honours, Commerce
2015 - 2018
Pursued Bachelor of Commerce with Account Honours.
JKBK Gov College
C.H.S.E / XII (Commerce), Commerce
2014 - 2015
Completed Higher Secondary Education in Commerce stream.
Cambridge School, Cuttack
I.C.S.E / X, General
2012 - 2013
Completed Indian Certificate of Secondary Education (X).
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
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