Jul 2024 – Oct 2025 · 1 yr 3 mos · Noida · On-site

• Overseeing all aspects of MICE operations to ensure seamless execution of groups & events.
• Increase the profit of the file by upselling
• Negotiation with the vendors & suppliers on the cancellation part
• Ensuring seamless operation execution & resulting in a 98% client satisfaction rate.

Sep 2023 – Jun 2024 · 9 mos · Noida, Uttar Pradesh, India · On-site

• Overseeing all aspects of MICE operations to ensure seamless execution of groups & events.
• Developed and implemented strategic plans to increase revenue by 15% and reduce operational costs by 10% through negotiation of vendor contracts.
• Negotiated contracts with vendors & suppliers, resulting in a 10% reduction in event expenses while maintaining high-quality services
• Ensuring seamless operation execution & resulting in a 95% client satisfaction rate.

Sep 2020 – Aug 2023 · 2 yrs 11 mos · Gurugram, Haryana, India · Hybrid

•  Managing 3 Channels (Chat, Email & Calls) for Inbound process
• for Teacher / Student / Parents (End Users)
•  Responsible for liaising with Training / Quality / HR departments along
• with Operations
•  Responsible for Performance related activities such as
• WBR/MBR/QBR etc.
•  Regular performance monitoring on Daily/Monthly/Quarterly basis.
•  Monitor, analyze performance, identify trends and make recommendations to improve the performance of the team
•  Resolve SLA, productivity, quality and people issues affecting targets, coordinating with support functions and escalating as appropriate
•  Conducting audits to check for any quality issues.
•  Liaison with internal teams to ensure smooth operations on field.
•  Grooming level-1 & level-2 agents for the next level
•  Responsible for end-to-end Service Delivery for the commitment

Nov 2019 – Mar 2020 · 4 mos

• Handled products for Thailand and Dubai
• Supplier contracting for B2B and B2C sales and operations

Jul 2019 – Oct 2019 · 3 mos · Ajmer, Rajasthan

• Handled day to day operations for all destinations
• Coordination with branches for getting more business
• New product launches

Aug 2015 – Jun 2019 · 3 yrs 10 mos · Gurgaon, India

• Handled Europe product, Russia and CIS countries product
• Handled Day to Day operations for Europe, Russia, Mauritius & Dubai (proper FIT Bookings) single handed
• Coordination with supplier for room confirmation, on ground services & on ground escalation.

Jun 2012 – Aug 2015 · 3 yrs 2 mos · Gurgaon, India

• Handled Day to Day operations for south east Asia (proper FIT destinations) single handed along with month closing for overall OBT team & helping team members if they are facing any issues
• Coordination with supplier for room confirmation, on ground services & handling on ground escalation.
• Maintaining Dashboard and Data requirements for Destinations
• Handled Dubai destination single handed from past 03 years in Makemytrip.
• Handled Bali, Sri Lanka, Kenya, Cambodia, Thailand & Egypt destination as well single handed & streamline the process for easy handling for me & supplier both.

Dec 2011 – Apr 2012 · 4 mos · Gurgaon, India

• Handling the tour operation flies
• Itinerary making, Costing, Hotel reservation.
• Vendor dealing
• Operations & Corporate sales (Handling Domestic & International packages)

May 2010 – Nov 2011 · 1 yr 6 mos · New Delhi Area, India

• Handling the Web Queries of Domestic destination
• Itinerary making, Costing, Hotel reservation.