Open to opportunities

Rahul Mehta

@rahulmehta2

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Customer service professional specializing in escalations, operations, and CRM-driven process improvement.

India

Message

What I'm looking for

I seek a mid-level role in customer support or operations where I can manage escalations, improve processes, collaborate cross-functionally, and drive measurable service quality improvements.

I am a customer service professional with over five years' experience supporting front- and back-end operations, managing escalations, and ensuring high customer satisfaction across aviation and travel sectors.

I have a proven track record resolving complex issues using Salesforce (Omni Channel), JIRA, API investigation tools, and other operational platforms while collaborating with Sales, Operations, Finance and technical teams to meet SLAs and improve processes.

My background includes roles at Expedia Group, Indigo Airlines, ChannelPlay and Celebi where I focused on documentation, compliance, root-cause analysis, and service improvement to drive better customer outcomes and operational efficiency.

Experience

Work history, roles, and key accomplishments

Operations Specialist

Expedia Group

Aug 2024 - Aug 2025 (1 year)

Handled escalated Salesforce issues from Tier 1 support, identified root causes using API tools, and delivered timely resolutions to maintain SLA adherence and improve customer satisfaction.

Salesforce Jira Reservation Inspector SLA Management Root Cause Analysis Cross Functional Collaboration Documentation

Airport Service Executive

Celebi

Oct 2022 - Mar 2023 (5 months)

Provided passenger services for American Airlines, managed customer inquiries and complaints at counters and via email, and coordinated with airport departments to resolve operational challenges.

Customer Service Escalation Management Email Support Process Adherence Training

Quality Check Analyst

ChannelPlay

Oct 2019 - Apr 2022 (2 years 6 months)

Managed retail data collection and MIS reporting, conducted data audits to ensure accuracy, and collaborated with sales and operations to resolve data integrity issues and support KPI analysis.

Data Collection Data Auditing 1channel Portal KPIs Data Verification Process Improvement

Officer - Flight Operations

IndiGo

Jan 2018 - May 2019 (1 year 4 months)

Supported pilot simulator training operations by maintaining pilot documentation on AIMS, coordinating with DGCA and finance, and improving documentation processes to reduce turnaround time.

AIMS Software Pilot Training Documentation STL ZFTT Processes Data Tracking Process Improvement Communication

Self Employed Freelancer

Freelancer

Oct 2013 - Dec 2017 (4 years 2 months)

Provided freelance services across customer support and related operational tasks, managing client communications and delivering process-oriented solutions.

Customer Support Client Communication Process Management Time Management Documentation Email Support Problem Solving

Airport Service Agent

IndiGo

Sep 2012 - Sep 2013 (1 year)

Operated check-in, boarding gate, and arrival processes to ensure on-time departures, handled passenger inquiries and incidents, and maintained service standards and safety procedures.

Check In Processes Safety Compliance Passenger Service Communication