Heena Kouser

Customer Service Executive at Expedia

• India
• November 2014 to October 2016

Roles & Responsibilities

•Responsible for Deliver personalized service to customers.
•Following standardized company procedures relating to all aspects performance.
•Delivering a high quality, customer services to both junior and senior level
•Ability to understand customers’ needs and provide appropriate solution and attention.
•Identify cross-sell opportunities during customer interaction.
•Consistently deliver quality service to our customers to achieve total customer satisfaction KYC.
•Solicit customers’ feedback and identify problem trends for improvement actions
•Assisting customers with their enquiries escalate/ re-direct problems when appropriate
•Formulation & implementation of customer relationship development plans to deepen the existing relationships
•Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution