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Joydev Mukherjee, Escalation Supervisor

Joydev Mukherjee

Escalation Supervisor·Expedia Group

India

Diploma, Aviation And Technology

Work experience

Total years of experience: 12 years, 11 months

Escalation Supervisor

August 2023 - Present

Expedia Group

Gurgaon, India

August 2023 - Present

• Resolving customer complains and queries.
• Guiding and supporting frontline team.
• Providing highest level of customer satisfaction.

Company industry:
Hospitality & Accomodation

customer service officer

January 2016 - Present

Interglobe Aviation Limited

Vadodara, India

January 2016 - Present

Customer service officer in Interglobe Aviation Limited (IndiGo)

Company industry:
Airlines
Job role:
Hospitality and Tourism

Associate Business Development Manager

January 2020 - October 2025

ICICI,

Vadodara, India

January 2020 - October 2025

• Established long-term relationships with satisfied
customers, soliciting referrals for new business
opportunities.
• Streamlined internal processes by implementing CRM
software to track leads, manage sales pipelines, and
monitor performance metrics.
• Conducted market analysis to identify emerging
trends and opportunities for business expansion into
new sectors or regions.
• Optimized proposal creation process by developing
customizable templates that improved efficiency
while maintaining professionalism.

Company industry:
Banking
Job role:
Marketing and PR

Assistant Team Lead

July 2013 - October 2025

Kochar Infotech,

Vadodara, India

July 2013 - October 2025

• Implemented process improvements to reduce errors
and increase overall efficiency.
• Promoted a positive work environment by fostering
teamwork and open communication among team
members.
• Supervised 120 co-workers.
• Worked with customer service representatives to
handle escalated customer issues.
• Led regular team meetings to discuss progress,
Voyager
Intermediate

challenges, and opportunities for growth, fostering an
atmosphere of continuous learning.
Mentored junior team members for increased skill
development and career growth.
Managed daily operations efficiently by monitoring
task completion rates, allocating resources
strategically as needed.

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Information Technology

Customer Service Executive

October 2021 - August 2023

Qatar Airways

Ahmedabad, India

October 2021 - August 2023

Ticketing, reservation and handling loyalty customer queries and providing resolution

Company industry:
Airlines

Customer Service Executive

October 2016 - August 2020

IndiGo Airlines ( Interglobe Aviation Pvt Ltd)

Ahmedabad, India

October 2016 - August 2020

Airport Operation and Customer Service.
• Airport operations and customer service.
• MHB, ticketing, boarding gate, BMA, BBA, Arrivals

Company industry:
Airlines

Career Development Executive

January 2015 - March 2016

Collabera Technologies Private Limited,

Vadodara, India

January 2015 - March 2016

Sales and business development by providing career enhancement options to IT professionals

Company industry:
IT Services

Education

Aerostar Jet Training Academy

July 2016

July 2016

Diploma, Aviation And Technology

India

Mountain Institute of Management and Technology

June 2013

June 2013

Bachelor's degree, Business Administration

India

GPA (rating): Good

GPA (rating): Good

Mountain Institute of Management and Technology

June 2013

June 2013

Bachelor's degree, Business Administration And Commerce

India

The Aditya Birla Public School

March 2010

March 2010

High school or equivalent, Commerce

India

Skills

Marketing
Expert
Marketing
Expert
Communications
Expert
Communications
Expert
Sales
Expert
Sales
Expert
COMMUNICATIONS
Intermediate
COMMUNICATIONS
Intermediate
COMPLEX PROBLEM SOLVING
Intermediate
COMPLEX PROBLEM SOLVING
Intermediate
COORDINATING
Intermediate
COORDINATING
Intermediate
CROSS FUNCTIONAL COLLABORATION
Intermediate
CROSS FUNCTIONAL COLLABORATION
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
DUE DILIGENCE
Intermediate
DUE DILIGENCE
Intermediate
ENTHUSIASM
Intermediate
ENTHUSIASM
Intermediate
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
NETWORK TROUBLESHOOTING
Intermediate
NETWORK TROUBLESHOOTING
Intermediate
TEAM LEADERSHIP
Intermediate
TEAM LEADERSHIP
Intermediate
Marketing
Expert
Marketing
Expert
Communications
Expert
Communications
Expert
Sales
Expert
Sales
Expert

Languages

English
Beginner
Hindi
Beginner
Bengali
Beginner

Training and Certifications

Certifications
Certified AI tool and Chatgpt Expert

Hobbies

  • Travel
  • Singing
  • Dance
  • Cooking
  • Music