Prakhar Srivastava
Senior Analyst @Oyo Vacation Homes
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WORK HISTORY
Senior Analyst @Oyo Vacation Homes
Gurugram, IN
Delivered prompt and effective support for customer inquiries and concerns related to vacation home bookings.• Handled daily customer communications, addressing booking requests, cancellations, and refund processes with clarity and empathy.• Ensured timely resolution of issues within defined SLA timelines, maintaining a strong focus on customer satisfaction.• Collaborated cross-functionally with on-ground teams and internal departments to address and resolve property-related concerns.• Maintained comprehensive and accurate records of all customer interactions and resolutions using CRM systems.• Achieved a 95% customer satisfaction rate by consistently resolving issues and minimizing the need for follow-ups.• Identified recurring customer concerns and provided actionable feedback to management to drive process improvements.• Investigated and resolved customer complaints related to property hygiene, amenities, and overbooking, offering appropriate compensation when necessary.• Assisted guests with real-time booking updates, check-in support, and reservation confirmations to enhance overall guest experience.
EDUCATION
Goethe Institut Indien
B2
ABOUT PRAKHAR SRIVASTAVA
I am having several years of experience in service delivery in insurance domain. Worked on German, Incident Management and Change management as a part of incident resolution process. Have hands on experience in monitoring the SLA\'s and resolving issues related to critical situation. Handled internal and external projects and helped business owners to improve productivity and customer satisfaction by developing solutions that drive efficiency and profitability
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