Sep 2019 – Jan 2020 · 4 mos · Gurgaon, India

Sep 2018 – Sep 2019 · 1 yr · Gurgaon, India

Nov 2015 – Sep 2018 · 2 yrs 10 mos · Gurgaon, India

• Mybookings and Customer support products
• Handling a cross-functional profile requiring interaction with multiple business and internal teams
• Diligently, restructuring the MyAccounts section for all customer bookings, complaints, personalized and generic offers, customer queries, profile, wallet and saving information. Responsible for improving the design and communication of important features to instill the confidence in customer while using self-help tools; achieved 30% increment in the usage.
• Liable for analyzing the calls drivers at support center, developed four self-help- tools for customers; achieved 50% reduction in call-by- booking ratio. Liaising with the Support Team to automate reduce call drivers and built automation tools/widgets to bring down the booking to call ratio from 0.24 to 0.12, a reduction of 600 calls per day
• Efficiently, examining the processes, instituting new SOPs and notably, improved FCR rate by 15% and TAT by 20%
• Improving customer experience post & pre booking by collecting customer’s feedback using 3rd party application.
• Envisioning in-house chat platform for B2B & B2C customer support & amp; sales team; serving 200 chats sessions per day.
• Developing in-house CRM which is currently used by all LOBs in B2C, B2B, Corporate, TravelGuru.
• Hotels B2C Product
• Working on the monthly sprints to lead end to end user experience life-cycle of the two core external stakeholders – Travellers and Hoteliers.
• Internal CRM and CRM Dashboard
• Developed and deployed in-house CRM across all line of businesses, currently used by over 1000+ agents
• Built an in-house CRM dashboard for the management to give a high level overview on the quantum of query volume & agent productivity
• Features include tracking across teams and agents, time-based status of all the interactions, TAT
• Turn Around time tracking based on your team
• Total number of calls/emails/chats generated in a team on daily basis.

Aug 2015 – Nov 2015 · 3 mos · Bengaluru Area, India

• Harmonized with the vendors on beneficial relationships to enable direct placement of order via their APIs
• Conducted thorough examination of prospective vendors operations
• Prepared various pitches to convince potential business to come onboard
• Developed and maintained rapport with new business, set internal targets for transaction able requests
• Oversaw daily chat operations and managed a team of 21 chat executives
• Created various training protocols for chat executives to improve Chat Quality and the overall customer experience
• Managed a team of 8 data entry employees for maintaining the data quality
• Significantly monitored the development of team for creating internal discovery portals for various use cases
• Involved in end to end functional testing of our Android app and chat dashboard

Jul 2014 – Aug 2015 · 1 yr 1 mo · Chennai Area, India

• Closely involved with development team to understand product and identify key functional defects across various use cases