Bhavya Mehta

Supervision and Team Support:

o Assist in supervising and leading the customer service team, offering guidance, training, and support to uphold the highest standard of service delivery.

o Managed the learning and development initiatives, as well as the enhancement of interpersonal skills within the team.

➢ Traveler Relations and Escalations:

o Ensure consistently high levels of traveler satisfaction by employing proactive communication and swift resolution of issues.

o Effectively manage escalated traveler inquiries and quickly resolve complex issues professionally and efficiently.

➢ Process Improvement:

o Collaborate with the management/stakeholders to continually improve traveler service processes and procedures.

o Identify opportunities for enhancing the traveler experience and suggest improvements.

➢ Quality Control:

o Monitor customer interactions to ensure adherence to company standards and policies, conducting regular quality checks and providing constructive feedback for continuous improvement.

➢ Data Analysis:

o Utilize customer service data analysis to extract valuable insights, generate comprehensive reports, and pinpoint trends and optimization opportunities.

o Utilize data-driven strategies to develop initiatives aimed at enhancing the customer experience and driving business growth.

➢ Cross-Functional Collaboration:

o Foster collaboration with various departments, including reservations, operations, and marketing, to address customer needs holistically and streamline processes for maximum efficiency.

➢ Achievements:

o Significantly contributed to the recruitment of top-tier talent through active engagement in the interview process, thereby enhancing the teams strength and overall quality.

o Effectively oversaw the entire transition process for training batches, from inception to the culmination of nesting, ensuring their seamless integration into production and witnessing their successful progression.

• Supervise and support daily fraud and risk operations, ensuring team
performance met established KPIs, SLAs, and quality standards while
prioritizing high-risk cases and critical issues.
• Partnered with Operations, Data Analytics, Technology, Product, and
Program Management teams to enhance fraud detection strategies
and mitigate customer and financial risk.
• Identifying and implementing process, policy, and tool enhancements
within the booking review and fraud risk space to improve accuracy,
efficiency, and loss prevention.
• Participated in cross-functional initiatives to design solutions
addressing fraud exposure and reducing negative customer impact.
• Drove operational excellence programs focused on improving
investigation quality, turnaround time, and fraud loss reduction.
• Recognized and troubleshot technical or system-related issues
impacting fraud review workflows, ensuring rapid resolution and
minimal operational disruption.
• Supported internal Product and Program teams by assisting with risk
assessments for new businesses, products, payment methods, and
points of sale.
• Ensured adherence to internal policies, regulatory requirements, and
fraud risk controls; performed additional duties as assigned.

Analyze issuer comments and prepare the fraud case for representation effectively.
➢ Encouraging team for better performance and to earn incentive rewards.
➢ Handling Learning and Development and Interpersonal Skills of the team.
➢ Conducting daily team hurdle-discuss the new updates, introductions of new products and how to deal with the expected type of queries.
➢ Responsible for operations & floor management, planning strategies, work force & workflow management.
➢ Regularly perform quality checks on work done by new and tenured associates.
➢ Maintaining inter-departmental coordination with HR, IT and Facilities to ensure smooth operations.
➢ Measuring the performance of the processes in terms of efficiency and effectiveness matrix and ensured ad

Oversaw daily call center operations, including floor activities and workforce
planning, to ensure efficient and compliant performance. Maintained strict
adherence to SLAs, productivity targets, quality standards, and operational
metrics. Conducted regular quality audits for both new and experienced
fraud investigators, ensuring high standards in fraud detection and case
handling. Directed team performance evaluations, coaching initiatives, and
incentive programs to enhance engagement and drive results. Collaborated
with HR, IT, and Facilities teams to maintain uninterrupted operations.
Reviewed issuer feedback and prepared fraud cases accurately to support
effective representation for Google. Facilitated daily team briefings on
process updates, new products, and risk mitigation strategies to ensure the
team remained informed and aligned with organizational objectives.

Analysis of OCR ensuring the overall target is met.
➢ Encouraging team for better performance and to earn incentive rewards.
➢ Conducting heat checks on calls to ensure efficient NPS with zero escalations. Timely feedback to the agents for their performance.
➢ Escalation supervision from customers ensuring resolution with 100% CSAT.
➢ Handling Learning and Development and Interpersonal Skills of the team.
➢ Conducting daily team hurdle-discuss the new updates that need to be applied on calls, introductions of new products and how to deal with the expected type of queries.

Managed team performance to achieve OCR, NPS, and AHT targets and
ensured that there were zero escalations. Supervised customer escalations
and ensured effective resolution of complaints. Conducted daily briefings to
keep the team updated on policies, operational changes, and customer
handling best practices, ensuring a consistently high level of service and
operational efficiency

Analysis of FCR ensuring the overall target is met.
➢ Encouraging team for better performance and to earn incentive rewards.
➢ Efficient FRT handling to meet the targets for the team
➢ Escalation supervision from customers ensuring resolution with 100% CSAT.
➢ Handled Learning and Development and Interpersonal Skills of the team.
➢ To ensure pending payment collection from the customers.

Managed team performance to achieve FCR, FRT, and CSAT targets.
Supervised customer escalations and ensured effective resolution of
complaints. Led training initiatives to enhance team product knowledge and
service delivery. Monitored pending payments and followed up with
customers to ensure timely collections

Conducted heat checks on calls to ensure efficient CSAT with zero escalations. Timely feedback to the agents for their performance.
➢ Encouraging team for better performance and to earn incentive rewards.
➢ Escalation supervision from customers and client ensuring resolution with 100% CSAT.
➢ Handled Learning and Development and Interpersonal Skills of the team.
➢ Undertaking responsibilities of removing unnecessary procedures in processes; ensuring uniformity in the process understanding at the clients and the organizations end.
➢ Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters / systems as per defined guidelines.
➢ Conduct daily team hurdle-discuss the new updates that need to be applied on calls, introductions of new products and how to deal with the expected type of queries.
➢ Conduct monthly one on one with each team member to ensure the previous month’s overall performance is discussed, important concerns if any are addressed and prepare a road map so that the same are not repeated and set a target for the next month.

Oversaw daily customer service operations, ensuring service quality,
regulatory compliance, and effective escalation management. Conducted
process audits, streamlined workflows between internal teams and airline
clients, and drove monthly performance reviews and coaching to enhance
team productivity. Led daily briefings on policies, operational updates, and
best practices to maintain high service standards.