Mitali Arora
Senior Representative - Operations at Concentrix | Travel & Customer Service Specialist | B.Com Graduate | Open to Opportunities
- Role
- Sr Representative Operation at Concentrix
- Location
- Gurugram, IN
- LinkedIn followers
- 500 followers
About Mitali Arora
Customer Service | Travel & Hospitality Operations | Quality Assurance | Process Optimization With extensive experience in customer service, travel operations, and process optimization, I have worked with leading global brands like Concentrix (Agoda), IGT Solutions (Expedia), and PolicyBazaar. My expertise lies in managing travel bookings, customer interactions, and ensuring seamless operational workflows to enhance client satisfaction and business efficiency. Global Travel & Hospitality Experience Having worked with international travel platforms, I have developed a deep understanding of customer expectations across different markets. My role at Agoda and Expedia (IGT Solutions) allowed me to handle global customer support, booking systems, and travel logistics, ensuring a smooth experience for clients worldwide. Process & Quality Enhancement Currently, at Concentrix (Agoda), I focus on quality assurance, KPI monitoring, and process improvement, ensuring that customer service teams meet the highest standards. My experience in CRM systems, issue resolution, and customer retention strategies has consistently contributed to operational success. Key Skills & Strengths: Customer Experience & Travel Booking Systems CRM & Process Optimization Quality Assurance & Data Management Sales Support & Customer Retention Team Collaboration & Problem-Solving Open to Growth & Learning I thrive in fast-paced, multicultural environments and enjoy collaborating with global teams to drive customer satisfaction. I am always eager to explore new challenges that align with my expertise in travel, hospitality, and customer experience. Let’s connect and share insights on the evolving landscape of customer service and travel operations!
Experience
Sr Representative Operation
Jun 2024 — Present · Gurugram, IN
As a Senior Representative in Operations, I am responsible for delivering exceptional customer service and ensuring a seamless customer experience across multiple channels, including calls, emails, and chats. My key responsibilities and achievements include:Customer Support Excellence: Addressing customer inquiries, providing solutions, and resolving issues efficiently, ensuring a positive and satisfying experience for every customer.CRM Management: Utilizing CRM systems to document customer interactions accurately, ensuring up-to-date records for follow-up actions and comprehensive reporting.Cross-Functional Collaboration: Working closely with various internal teams to address complex customer concerns, escalate issues when necessary, and ensure timely resolutions while maintaining a high level of customer satisfaction.Quality Assurance: Selected for the IDP program and currently serving as a Quality Analyst, where I conduct quality audits to ensure team adherence to client standards and contribute towards achieving client-specific targets.Performance Improvement: Continuously striving for operational excellence by identifying process improvements and contributing to the achievement of team and organizational goals.
Education
Gurugram University
Bachelor of Commerce - BCom
2019 — 2022
Lions Public School
Senior secondary education
2004 — 2019
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