Shruti Bhaskar
Advanced Traveler Escalations Associate Vrbo
New Delhi,IN
Summary
Customer Service Representative skilled in verbal and written communication, active listening, and analytical problem-solving. Expertise in understanding customer needs and delivering tailored solutions that enhance experiences and build loyalty. Proven ability to navigate complex situations with empathy and efficiency while proactively engaging clients to elevate service quality.
Overview
2
2
Languages
8
8
years of professional experience
Work History
Advanced Traveler Escalations Associate
Vrbo, Expedia Group
08.2025 - Current
- Manage complex and high-priority traveler escalations, ensuring timely and effective resolutions.
- Investigated booking, cancellation, refund, and property-related concerns, ensuring compliance with policies and accurate resolution of cases.
- Collaborate with travelers, property managers, and internal teams to resolve disputes and improve customer outcomes.
- Apply company policies while balancing customer satisfaction and business objectives.
- Provide professional and empathetic support through phone, email, and case management platforms.
- Handle sensitive cases involving accommodation issues, financial disputes, and traveler experience concerns.
- Identified service gaps and escalation trends to drive process improvement initiatives.
- Maintained detailed case documentation while meeting quality, productivity, and customer experience standards.
Global Escalations Agent
Expedia Group
05.2023 - 08.2025
- Resolved urgent cases or service problems by providing effective solutions.
- Assisted customers in resolving inquiries through thorough research, careful analysis, and appropriate tools.
- Investigating the underlying cause of the customer's problem and thoroughly analyzing it, while also pointing out potential solutions.
- Investigated underlying causes of customer problems and analyzed them to offer potential solutions.
- Continuing to track and address customer inquiries and delivering potential resolutions.
- Assisting tier one and second-tier representatives by providing instruction on procedures, offering potential resolutions, and considering special circumstances or customer tier level.
- Engaging in customer interactions via phone, chat, and in backend operations.
- Giving the customer a range of diverse solutions.
- Provided customers with multiple solution options to address their needs.
Customer Relations Executive
CallBa
05.2022 - 02.2023
- Processed customer claims according to EU compensation regulations.
- Managed escalated requests via customer portal and correspondence.
- Delivered solutions to enhance customer satisfaction and loyalty.
Customer Service Representative
Call BA
09.2021 - 05.2022
- Handled customer-facing calls to resolve inquiries and enhance client satisfaction.
- Handling OnBusiness clients.
- Managed pricing redemption and commercial bookings for clients.
- Providing FC resolution.
- Managed communication with OnBusiness clients.
- Resolved customer inquiries regarding FC issues.
- Updated customer database and file records to ensure accurate account information.
Cabin Crew
Vistara
08.2018 - 09.2020
- Engaged with customers to address inquiries and provide assistance.
- Received training in delivering medical assistance during flights.
- Managed the safety of the aircraft and the passengers on board.
Education
Post Graduation - Human Resource and analytics
Amity Future Academy
Delhi07-2021
Computer Applications - And Operational
Delhi College Of Arts And Commerce
Delhi06-2019
Skills
Customer Escalation Management Dispute Resolution Customer Experience Salesforce CRM GDS (Sabre, Amadeus, Pegasus) Complex Problem Solving Cross-Functional Collaboration Relationship Building Process Improvement Leadership Time Management Attention to Detail
Customer service
Time management
Attention to detail
Escalation Resolution
Accomplishments
- Consistently rank within the Top 3 performers on the team for nearly three consecutive quarters, demonstrating strong performance, productivity, and customer-focused outcomes.
- Recognized multiple times with prestigious awards, including Elite Expedian and Star Achiever, for exceptional performance and commitment to service excellence.
- Serve as a key resource for new hire onboarding and production readiness, helping agents develop operational knowledge and confidence.
- Provide ongoing guidance, coaching, and support to new team members, contributing to improved performance and knowledge retention.
- Demonstrate strong leadership qualities by sharing best practices, assisting peers with complex cases, and promoting a collaborative team environment.
- Successfully manage high-impact escalations while maintaining quality standards and delivering positive customer experiences.
- Contribute to team success through knowledge sharing, process improvement suggestions, and continuous support of operational goals.
Timeline
Advanced Traveler Escalations Associate
Vrbo, Expedia Group
08.2025 - Current
Global Escalations Agent
Expedia Group
05.2023 - 08.2025
Customer Relations Executive
CallBa
05.2022 - 02.2023
Customer Service Representative
Call BA
09.2021 - 05.2022
Cabin Crew
Vistara
08.2018 - 09.2020
Computer Applications - And Operational
Delhi College Of Arts And Commerce
Post Graduation - Human Resource and analytics
Amity Future Academy
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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