Sachin Kumar
Sr. Customer Service, Airline Operations and Global Escalations Specialist
- Role
- Global Escalations Specialist at Expedia Group
- Location
- Lucknow, IN
- LinkedIn followers
- 500 followers
About Sachin Kumar
With a robust eight-year tenure in customer service, my journey has led me to a pivotal…
Experience
Global Escalations Specialist
Jun 2023 — Present · Gurugram, IN
High-Level Case Resolution • Handle complex, sensitive, or high-priority customer and partner escalations from global markets. • Act as the final point of contact for unresolved issues that impact the customer or partner experience. • Deliver quick, thorough, and empathetic solutions with a focus on customer satisfaction and retention.2. Cross-Functional Collaboration • Liaise with internal teams (e.g, Legal, Product, Engineering, Market Management, and Trust & Safety) to investigate root causes. • Partner with global customer service, fraud, and content teams to coordinate responses.3. Root Cause Analysis & Process Improvement • Conduct in-depth analysis of escalation trends and identify systemic issues. • Recommend and implement process improvements or policy updates to reduce recurrence of escalations.4. Stakeholder Communication • Prepare reports and present findings or resolutions to leadership, stakeholders, and external partners. • Act as a trusted advisor and communicate with clarity and professionalism across all levels.5. Crisis & Risk Management • Manage escalations related to safety, legal threats, or media-sensitive incidents. • Ensure compliance with Expedia’s policies and regulatory standards while balancing business risk.6. Customer-Centric Mindset • Champion the voice of the customer and advocate for a best-in-class experience. • Maintain empathy, professionalism, and accountability even in high-pressure scenarios.7. Documentation & Knowledge Sharing • Maintain detailed records of each case and update internal knowledge bases to share learnings. • Provide coaching or mentoring to frontline agents based on escalation insights.
Education
Indira Gandhi National Open University
Bachelor of Commerce - BCom, Commerce
2012 — 2015
Indira Gandhi National Open University
Bachelor of Commerce - BCom, Accounting
Indira Gandhi National Open University
Bachelor of Commerce - BCom, Accounting and Business/Management
Indira Gandhi National Open University
Bachelor of Commerce - BCom, Business Administration and Management, General
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