Vishav Karan Singh Dhillon

Assisted U.S. travelers with end-to-end itinerary creation, ensuring smooth
and well-planned travel experiences.
Handled domestic and international flight support using the Amadeus GDS,
including fare searches, reissues, exchanges, and cancellations.
Managed hotel reservations, modifications, and special requests while
ensuring accuracy and customer satisfaction.
Provided real-time assistance for booking issues, schedule changes, and
travel disruptions with a customer-first approach.
Guided travelers through policy clarifications, refund eligibility, and travel
advisories to ensure informed decision-making.
Coordinated with airlines and hotel partners to resolve complex booking
concerns and deliver timely solutions.
Ensured compliance with Expedias quality standards, maintaining high CSAT
and first-call resolution metrics.
Delivered empathetic, clear communication tailored to U.S. customers
expectations and travel needs.
Identified recurring issues and shared insights with the team to improve
process efficiency.
Maintained detailed documentation of all interactions to support seamless
follow-ups and audit requirements.
Managed end to end travel solutions for Expedia (U.S.A) clients, including the
seamless bookings of complex flights for schedule changes, reissuance of
tickets, cancelations and modifications on Amadeus.
Also assisted clients for their hotel itineraries and using tools like Voyager
classic and V next for changes and complaints. Utilized Amadeus tool of
(GDS) Global distribution system, to audit agent entries, resolve booking
discrepancies, and ensure technical accuracy across global distribution
system.
Mediated and resolved airlines disputes by conducting analysis of booking
errors and implementing corrective actions using GDS. Delivered high level
client support by providing timely, professional email correspondence
regarding itinerary adjustments and conflict resolution.
Maintained data integrity between airlines and users to minimize financial and
operational risks of users.

Managed a high volume of live chat inquiries for Verizon, a leading U.S
telecom provider, specializing in billing support, account changes, SIM
activation, and troubleshooting network issues.
Achieved 98% quality assurance in issue resolution.
Documented customer interactions in line with Standard Operating
Procedures (SOPs).
Delivered empathetic and professional communication to maintain customer
satisfaction.
Managed a high volume of inquiries in billing support.
Resolved complex technical network issues for Verizon (U.S.A) users,
ensuring minimal downtime and high service availability.
Guided clients through device upgrades and service transitions by providing
tailored recommendations based on their technical needs and usage patterns
Managed end to end communication, post - resolution, delivering clear,
professional emails updates that translated technical fixes into user friendly
summaries.
Optimized network performance by analysing recurring troubleshooting data
and implementing permanent fixes for systematic connectivity issues using
the telecom diagnostic using tools like live engage, subscriber, Techi, M-tas.

Responsible for investigating and resolving chargeback cases related to
FASTag toll transactions with accuracy and within defined TAT.
Analyzes disputed transactions, validates toll plaza data, and coordinates with
NPCI, toll operators, and internal teams for timely resolution.
Ensures compliance with regulatory guidelines and maintains detailed
documentation for audit and reconciliation.
Monitors recurring dispute patterns, identifies operational gaps, and
recommends process improvements.
Provides customer-centric support by addressing escalations and ensuring
transparent communication throughout the dispute lifecycle.
Works with cross-functional teams to enhance FASTag transaction accuracy
and reduce chargeback volumes.
Worked on EGCS panel of NPCI (National Payments Corporation of India)
and validating and monitoring the transaction details of Journey through toll
routes to check the discrepancies.