Simmi Chhetri

I’m a Customer Support Specialist with 5+ years of experience across travel, hospitality, and retail environments, including work on board international cruise lines. I handle high-volume customer inquiries (50+ daily) through face-to-face interactions, email, chat, and phone in fast-paced, global settings.

In my recent role supporting UK and USA customers, I maintained a high First Contact Resolution rate by diagnosing and troubleshooting issues independently to minimize wait time. I supported the full booking process—from reservations and itinerary planning to payments, confirmations, and post-service follow-up—while resolving complex issues through root-cause analysis and escalation management.

Earlier, as a Retail Manager, I handled customer inquiries and escalations face-to-face and by phone, maintaining a 95% customer satisfaction rate. I also managed daily store operations for 8–12 associates and ensured accurate data entry, reporting, cash handling, inventory tracking, and store audits to keep everything compliant and reliable.

My professional ethos is consistent, customer-centric service backed by strong attention to detail, data accuracy, and process adherence. I’m proficient in CRM tools like Salesforce and HubSpot, adaptable to tech-driven environments, and committed to improving customer experience through feedback and insights—earning 3+ times Employee of the Month.