At Eternal (Zomato), I handled customer queries and complaints across chat and email, investigating order concerns and escalating complex cases to the appropriate teams. I worked to meet quality and response-time standards while using empathetic communication to de-escalate issues and retain customer confidence.
At Callba, I supported travel agents with Amadeus GDS ticketing and fare-rule inquiries, interpreting airline policies to help prevent ticketing errors. Earlier, at MoreTasks Business Solutions, I led a shift team providing international booking support through chat and email, monitored service quality, and supported the team in meeting shift targets.
