Shubha Bisht

• Reduced response time and boosted CSAT through process streamlining
• Led SOP development and compliance alignment, WFM and process enhancement
• Conducted RCA and cross-functional issue resolution, performed quality audits, KMS
• Delivered training programs, PKTs and daily doubt-clearing sessions
• Facilitated continuous improvement workshops and product feedback loops
• Resolved complex queries via Freshdesk (chat, call, email)
• Improved first-call resolution through targeted training
• Reported bugs and contributed to product development meetings
• Leveraged tools: Slack, Stripe, Mixpanel, Metabase, Jira, Figma, Whimsical, Freshdes

• Managed high-volume customer support via CloudTalk & Zendesk
• Liaised with hotels and suppliers to resolve issues, and improved retention through proactive service

• Managed VIP and Armed Forces guest experiences
• Conducted audits, implemented CSAT surveys, delivered staff training and presentations on hotel offerings
• Used IDS for personalized service delivery

• Duties included- Reservations, check-in, boarding, BMA, RAMP and arrivals operations
• Delivered MAAS, Business class and group handling services
• Rostering, pre and, post flight checks, flight coordination, flight stat updation, documentation, correspondence

• Duties included reservations, check-in, boarding, BMA, filing and arrivals operations
• Excess baggage, flight cancelation and rebooking
• Documentation and correspondence

• Oversaw check-in, boarding, BMA, RAMP and arrivals operations
• Delivered first-class, group handling, special needs services

• Managed reservations via FIDELIO and GDS
• Upsold premium services and handled special requests