Snehal Dhond
@snehaldhond
Customer-focused customer service professional with 4+ years resolving escalations and improving satisfaction across airlines and hospitality.
What I'm looking for
I’m a customer-focused professional with 4+ years of experience across aviation and hospitality. I currently work at IndiGo, where I manage 180+ agents, handle escalations, and keep operations running smoothly.
Backed by a Bachelor of Arts in Psychology, I bring a strong understanding of customer behaviour and use it to create smooth, positive customer experiences. I’m especially proud of being recognized with the Best Solution Provider award (2025) for consistently finding solutions that work.
At IndiGo, I serve as a primary escalation point and resolve issues efficiently. I ensure smooth communication between teams, maintain service standards, and exceed customer satisfaction by staying calm under pressure and coordinating action quickly.
Earlier, as a Customer Service Associate at LemonTreeHotels (01/2020–01/2022), I delivered customer service, handled guest queries and complaints, and coordinated with departments to ensure service quality. I also processed payments and handled transactions using POS systems, while managing multiple tasks and maintaining accuracy through quality assurance and issue resolution.
Experience
Work history, roles, and key accomplishments
Customer Success & Operations
IndiGo
Nov 2023 - Present (2 years 7 months)
Manage coordination for 180+ agents, serving as the primary escalation point and resolving issues to maintain service standards. Achieved improved customer satisfaction and was recognized with the Best Solution Provider Award (2025).
Customer Service Associate
Lemon Tree Hotels
Jan 2020 - Jan 2022 (2 years)
Delivered customer service by handling guest queries and complaints, coordinating with internal departments to ensure service quality. Processed payments and resolved inquiries efficiently while managing multiple tasks using POS systems.
Education
Degrees, certifications, and relevant coursework
Deogiri College
Bachelor of Arts, Psychology
2023 -
Pursuing a Bachelor of Arts in Psychology at Deogiri College (Aurangabad), starting in 2023.
Availability
Location
Authorized to work in
Job categories
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