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Shruti Bhaskar

@shrutibhaskar

I resolve complex traveler escalations and improve customer outcomes across booking, refund, and accommodation disputes.

India

Message

What I'm looking for

I'm looking to continue resolving complex customer issues, improving service processes, and supporting teams through knowledge sharing, coaching, and high-quality customer experiences.

I manage complex, high-priority traveler escalations at Vrbo, Expedia Group, resolving booking, cancellation, refund, property, and accommodation concerns with empathy and policy accuracy.

Previously, I handled urgent global escalations at Expedia Group, researched root causes, supported tier-one and tier-two representatives, and offered customers multiple resolution options across phone, chat, and backend operations.

I've also supported customer claims, commercial bookings, and client inquiries at CallBa and Call BA, and served as Cabin Crew at Vistara. I'm recognized as a top performer, Elite Expedian, and Star Achiever, and I help onboard and coach new team members.

Experience

Work history, roles, and key accomplishments

Current

Advanced Traveler Escalations Associate

Current

Vrbo, Expedia Group

Aug 2025 - Present (1 year 1 month)

Manage complex and high-priority traveler escalations, ensuring timely and effective resolutions. Investigate booking, cancellation, refund, and property-related concerns while collaborating with travelers, property managers, and internal teams.

Customer Escalation Management Dispute Resolution Customer Experience Salesforce GDS Sabre Amadeus PEGASUS Complex Problem Solving Skills Cross Functional Collaboration Relationship Building Process Improvement Leadership Time Management Attention To Detail

Global Escalations Agent

Expedia Group

May 2023 - Aug 2025 (2 years 3 months)

Resolved urgent cases or service problems by providing effective solutions. Investigated underlying causes of customer problems and analyzed them to offer potential solutions, while assisting tier one and second-tier representatives.

Customer Relations Executive

CallBa

May 2022 - Feb 2023 (9 months)

Processed customer claims according to EU compensation regulations. Managed escalated requests via customer portal and correspondence, delivering solutions to enhance customer satisfaction and loyalty.

Customer Service Claims Processing Escalation Management Customer Satisfaction

Customer Service Representative

Call BA

Sep 2021 - May 2022 (8 months)

Handled customer-facing calls to resolve inquiries and enhance client satisfaction. Managed OnBusiness clients, pricing redemption, and commercial bookings, and provided FC resolution.

Customer Service Communication Skills Problem Solving OFBiz Pricing Redemption Commercial Bookings First Contact Resolution (FCR)Database Management

Cabin Crew

Vistara

Aug 2018 - Sep 2020 (2 years 1 month)

Engaged with customers to address inquiries and provide assistance. Received training in delivering medical assistance during flights and managed the safety of the aircraft and passengers.

Customer Service safety management Medical Assistance Communication Skills