Nov 2019 – Oct 2024 · 4 yrs 11 mos · Gurgaon

Apr 2017 – Nov 2019 · 2 yrs 7 mos

Oct 2014 – Apr 2017 · 2 yrs 6 mos

Nov 2013 – Sep 2014 · 10 mos · Noida, Uttar Pradesh, India

• Tracking Client /End User satisfaction and dissatisfaction.
• Identifying new process improvement projects, use a structured prioritization process to take action on those improvement initiatives that have the highest potential impact on the KBTIL, Client or End User and publishing complete audit reports showing significant benefits
• Performing Revenue audits such as cluster deal and commercial audits
• Working on various enhancements on the online tool/GDS and performing UAT
• Key participant in setting the COE’s in KBTIL
• Facilitate the sales team during the RFP process
• Creating of manuals and organizing training for new enhancements.
• Implementation of new accounts

Sep 2012 – Oct 2013 · 1 yr 1 mo · Noida, Uttar Pradesh, India

• As an Operation Manager managing day to day functional task of team to ensure a smooth and error free functioning of process. Apart from this responsible for task including project management, coordination, strategic planning, relationship management, negotiation, leadership and innovative development of opportunities keeping record of sales transaction.
• Implementation of new updates as when required by the clients.
• Analyzing CBA for new accounts and submitting report to finance whether the account would be profitable or not as per the operation cost.
• Helping finance team to close the pending billing of LCC, BSP and TRS.
• Helping credit team to reduce the DSO
• Creating of manuals and organizing training for new enhancements

May 2006 – Sep 2012 · 6 yrs 4 mos

• Project Description – BCD Travel Ratedesk
• Validation of fares and commission quoted by reservation agents to avoid debit memo’s
• Calculation and Recalculations fares of all airlines for various corporate
• Refunds Calculation for all airlines
• Calling Airlines for issues related to fare rules and their policies
• Quoting Contracted fares for different airlines
• GDS / CRS USED: - Sabre, Wordspan, Amadeus, Galileo and Apollo
• Job Resposibiltes :-
• Key participant in Migration of the Process and make it GO Live within 9 Weeks
• Managing high accounts for US markets such as Deliotte, JC Penny, Pepsi, Barclays
• Responsible for nil debit memo’s
• Coordinating with client and corporates to provide best deals
• Validation of fares and commission quoted by reservation agents to avoid debit memo’s
• Other responsibilities are same as below mentioned with United Ratedesk

May 2006 – Jun 2010 · 4 yrs 1 mo

• Project Description – United Airline Ratedesk
• Calculations and Recalculations of Fares (NORMAL/SPECIAL).
• Assisting Travel Agents and Reservation Agents over the phone for queries in fares of United Airlines.
• Storing Pricing Records for ticket issuance / re-issuance in case of irregular Operations, GAF and Recalculations
• Job Responsibilities :-
• Managing the team of 25 members
• Responsible for proper division of work among the team members
• Timely deliveries to client on expected aspects
• Achieving SLA targets and create benchmark performance YOY
• To ensure Quality and CSAT management
• Working on CMS Reporting and managing avaya calls
• Handling escalated issues
• Responsible for publishing weekly quality reports and dashboards
• Key participant in COPC AHT Outlier Program by United Airlines
• Successfully completed GB project on AHT showing 25% improvement in overall AHT.
• Responsible for hiring new joiners
• Handling the OJT (on job training) of new Associate on the floor.
• Maintaining the data which are required as per COPC standard.
• Responsible for Auditing of COPC