Brinda Jessica Kulapragasam

[email protected] • 437-9292768 • Mississauga, ON

LinkedIn: www.linkedin.com/in/brindajk

PROFESSIONAL SUMMARY

Accomplished Customer Service and Claims Coordinator with over 10 years of experience in fast-paced call center environments, specializing in managing client claims, chargebacks, and dispute resolution. Skilled in investigating and processing claims, maintaining accurate records, and providing timely, professional support to clients. Experienced in resolving escalated issues while collaborating with internal teams and external partners to ensure fair and efficient outcomes. Known for strong problem-solving skills, attention to detail, and consistently delivering exceptional service. Seeking to leverage expertise in claims management, customer service, and data-driven operations to enhance client satisfaction and organizational efficiency.

WORK EXPERIENCE

Customer Service Coordinator

09/2021 - Present

TravelBrands , Toronto, ON

• Deliver post-travel support across multiple agencies, ensuring swift and effective resolution of client claims and inquiries.

• Negotiate favorable outcomes with travel suppliers, enhancing client satisfaction while protecting company interests.

• Collaborate with cross-functional teams to resolve complex customer issues, consistently prioritizing exceptional service.

• Dispute chargebacks and support Small Claims Court proceedings, driving successful resolution of cases.

• Monitor overdue accounts and escalate delinquent files to third-party collections agencies as needed.

• Streamlined customer interactions by implementing process improvements and providing timely support, enhancing overall service efficiency.

• Maintain accurate records of client communications, payment arrangements, and collection activity to ensure accountability and transparency.

• Identify trends in client inquiries and claims, recommending process improvements to enhance service efficiency and overall customer satisfaction.

Customer Care Specialist

03/2017 - 07/2021

TravelBrands , Toronto, ON

• Consistently exceeded call resolution and customer satisfaction targets in a fast-paced, high-volume call center environment.

• Assisted clients with inquiries, bookings, and cancellations, ensuring accurate and seamless experiences at every touchpoint.

• Proactively identified and resolved potential issues, preventing escalation and maintaining high levels of client satisfaction.

EDUCATION

Diploma in Tourism Management

Humber College Institute of Technology and Advanced Learning , Toronto, ON

SKILLS

Technical Skills: Chargeback Resolution, Dispute Management, Operational Expertise, Regulatory Compliance, Industry Compliance, Travel Insurance Knowledge, Small Claims Court Support

Soft Skills: Problem Solving, Communication, Conflict Resolution, Customer Service Coordination, Client Relationship Management, High-Volume Call Centre Operations

Tools: Zendesk, Salesforce, Microsoft Word, Microsoft Excel, Microsoft Outlook, Amadeus, Ticketing Systems, Case Management Systems, CRM Software, Travel Insurance Systems

CERTIFICATIONS

TICO

Travel Industry Council of Ontario

IBM Data Analytics Professional Certiﬁcate

Coursera