Shiv Kumar

Senior customer service with 7+ years of experience supporting corporate across US and international markets. Expertise hotels ticketing, itinerary planning, customer escalations, alternate routing, exchanges, refunds, and SLA/KPI delivery.

Senior Travel Consultant at Bird information system (2017-11 – 2021-11)

• Manage end-to-end domestic and international corporate travel.
• Handle customer escalations involving cancellations, schedule changes, missed connections
• Issue hotels tickets exchange and refund and coordinate with supplier
• Coordinate with hotel supplier for waivers and alternate options
• Support VIP customers and same-day travel
• Provide authorised certificate and ID

Operation Executive at Concentrix MNC pvt (2023-01-25)

• Reviewed and moderated user generated content to ensure compliance with platform policies
• Identified and removed content involving spam, harassment, hate speech, violence, misinformation, and other policy violations
• Maintained strict confidentiality and handled sensitive content with professionalism.
• Documented moderation decisions and provided clear rationale for policy enforcement.

Travel Consultant at Travel Boutique Online (2026-09-08)

• Supported domestic and international travellers.
• Managed bookings, rebooking, cancellations and schedule changes.
• Processed ticketing, exchanges and refunds.
• Resolved customer escalations via phone and email.
• Advised on baggage, visa and travel policies.
• Achieved quality, KPI and customer satisfaction targets.

Bachelor of commerce in B.com – Delhi University College (2021-02-27)