Bengaluru, Karnataka, India
I am a Senior Customer Support Specialist (Travel) at Rippling, where I am part of a rapidly growing Travel Support Team responsible for directly assisting users with their travel needs. My role extends beyond troubleshooting. I excel in managing complex cases involving flight rebooking, hotel requests, managing car rentals, refunds, and travel credits, while also contributing to process improvement, incident management, and AI quality assurance initiatives. Beyond frontline support, I focus on collaborating with internal teams, contributing ideas to product development discussions, and playing an active role in elevating the overall traveler experience. Prior to Rippling, I spent three years at Travix as an IATA Ticketing Agent and E-Travel Professional, where I developed deep expertise in GDS ticketing, voluntary and involuntary reissues, cancellations, and Travel Fusion changes. I also contributed to streamlining contact center operations, resolving customer issues efficiently, and enhancing overall satisfaction. With five years of experience across the travel industry, I bring a strong foundation in travel operations, a process-improvement mindset, and a genuine passion for problem-solving, continuous learning, and delivering quality service.
1) Handle end-to-end customer cases involving flight rebooking, hotel requests, refund follow-ups, travel credit applications, and fare policy clarifications via the Rippling Travel App. 2) Draft and manage professional customer-facing communications with a focus on accuracy, clarity, and tone. 3) Built and deployed a structured shift handover workflow in Slack Workflow Builder, incorporating branching logic, interactive buttons, and a dedicated handover channel to standardize team transitions. 4) Independently raise JIRAs and incidents during critical situations —including weekends and shifts without lead or manager coverage — ensuring urgent client blockers are escalated promptly through the appropriate channels. 5) Review JIRAs to understand the core issue and assess impact before escalating, developing judgment to distinguish between product defects and issues resolvable through troubleshooting. 6) Reviewing conversations with abnormal deflection patterns and identifying travel-related keywords to enhance bot handling and doing AI QAs which helps in clearer context that has reduces incorrect deflections and improve overall bot performance. 7) Coordinate with support agents across shifts to ensure seamless case continuity and reduce information gaps. 8) Contribute to process documentation and team knowledge to support consistent service quality.
GDS Ticketing (amadeus), voluntary and involuntary reissue, seat and luggage emd, Travel Fusion changes and cancellation.