Jul 2018 – Jun 2019 · 11 mos

• Worked with Sabre Travel Technologies as a Senior Trainer – Global in Sabre Hospitality since August’2018- June2019)
• Working with All Major Hotel groups for Customer Engagement and Trainings
• Fully-versed with the configuration and usage of the SynXis platform of SAAS products
• Metasearch and OTA clients on Hotel Rates configuration
• Salesforce administration and Planning on new sign on, E-Learning,Case management, Reporting and Client Account management
• Revenue management and Pricing cost control - Approx handled million dollar transactions for biggest TMCs and Corporates like SCB.
• Participating in and conduct consultative conversations with customers and internal teams to identify, develop and deliver custom-tailored technical training to achieve optimal configuration and use of multiple products for classroom and virtual audiences
• Working with customers and internal teams to identify, understand, and measure success through key performance indicators during strategic customer engagements
• Participating in and conduct consultative conversations with customers and internal teams to identify, develop and deliver custom-tailored technical training courses in the use of multiple products for classroom and virtual audiences
• Serve as a liaison with departments or divisions to identify and execute customer solutions when issues arise
• Interface with internal teams and measure impact of curriculum or course delivery to ensure existing training programs meet customer needs
• Manage priorities for multiple high-value customer projects simultaneously
• Update training documentation and self-paced e-Learning training modules
• Project Handled:
• The Taj Group of Hotels, Mumbai - Global,
• The Oberois New Delhi - Global
• Fine Hotels and Resorts - Global
• Peermont Hotels Germany- EMEA
• Touronline and Deutsh Hospitality Germany - Europe
• The Wyndham - Global
• Amex,Visa,MasterCard
• CWT - Carlson Wagonlit Travel
• Jet Airways
• Kingfisher Airline king club Amex offers

Dec 2015 – Jul 2018 · 2 yrs 7 mos

• The responsibilities are to site manage existing customers who have contracted with GetThere to administer their booking site.
• It includes working with those customers on expansion projects and new features for clients online travel program.
• Manage client relationship from a site management perspective and work closely with GetThere’s customer success managers.
• Conduct project management meetings with clients to document and track project issues and requirements.
• Work closely with implementation team during large project roll outs. Consultant, based on the results of business analysis of client requirements.
• Work with product manager and any third party regarding software developments. Work closely with the client travel manager to resolve issues and ensure project tasks are completed to plan. Work closely with the clients TMC – Travel Management Companies, OTA and Metasearch platform.
• Handling few Clients at the Global level as well – NORAM, LATAM and EMEA
• Interaction with All Global Travel Managers/Directors and VPs on implementation of new Site launch
• Coordinating with Training, Implementation, Developer and Architect team on their requirement.
• Account handling for Revenue management for all big Corporates and Travel management companies
• Best Practises session – Training on OBT application from Users and Administration level
• Compliance and Integrity process set-up on Country specific considering the Standard Operating procedure
• Keeping the Security of the Site on OFAC and Trade Sanction levels.
• Connecting with Vendors on Online set-up which includes Low Cost Carries Globally, Hotel Booking Tools, Rails and Cruises as well.
• Coordination with Sales Team’s Account Directors which also includes –Global Sales Managers to conduct the Sales Training.
• . Testing on Pricing related to codes, group codes, BAR/PAR move

Mar 2015 – Nov 2015 · 8 mos · Qatar Doha

• Worked closely with all the departments for Training needs.
• Conducted Training for New Hires and Tenured Staffs.
• Looked after the Regency Training Centre an Institution for IATA and other Travel courses.
• Training mainly focused on the Customer Services and Quality.
• Conducted Training for Corporate Travel, Holidays and Packages(MICE), Sales, Ticketing and Reservation, Business Development.
• Worked closely with Implementation team for smooth functioning of new or an existing processes of Clients.
• Done Training for new Online Booking Tool (OBT) called www.myholidays.com an RTT initiative online booking website.
• CMS set up for OBT process to interact with Clients directly.
• Regular checks on operation needs for OBT like - payment gateway link function, GDS intergeration in the website for fare price and profile management of the customers on OBT etc.
• Delivered Training on Soft Skills, Communication skills which also covers Business English - Written and Spoken, Operational tools like Reservation System - GDS - Galileo, Online Booking tools and Profile management.
• Focus on the key areas like - Client handling skills, Sales effectiveness , Soft Skills and Front line based Customer service Training, Retails.
• Training Need Analysis on Monthly, Quarterly and Annual basis.
• Created Modules and Assessments to do the knowledge check.
• Worked closely with the Operation Teams on functional based Training catering to Customer Services.
• Hiring Interviews Walk-in and Video conferencing mode.
• Conducted Orientation and coordinated with HR team on New Joinees and the other formalities.

Sep 2013 – Feb 2015 · 1 yr 5 mos · Bangalore

• Working closely with the all the departments for Training needs.
• Conducting PAN India training for New Hires, Operational Trainees and Tenured Staffs.
• Consulting and closely associating with Implementation Team on various Tools like OTA - Zillious and Getthere.net, GDS fares configuration.
• Training on best practices for reducing ADMs, Churnings, dupes and Queue management - ticketing,PCC - Pseudo City code, revenue and pricing management
• Worked closely with Implementation team for smooth function of new or an existing processes of Clients.
• Delivering Training on Soft Skills, Communication skills which also covers Business English - Written and Spoken, Operational tools like GDS - Galileo, Online Booking tools and Profile management.
• Focus on the key areas like - Client handling skills, Sales effectiveness Training
• Training Need Analysis on monthly, quarter and annual basis.
• Creating modules and assessments to do the knowledge check.
• Maintaining monthly reporting on Global and Regional Quality.
• Working closely with the Operational teams on functional based Training catering to Customer Services.

Jan 2012 – Jan 2013 · 1 yr · Bangalore

• Training on GDS’s – AMADEUS, WORLDSPAN and GALILEO.
• Taking care of recruitment as well. Done campus recruitement and also doing induction trainings for new hires.
• Providing On job training to new hired Trainees to assist them performing the job as per the requirement. Trainings like – Soft skills, Customer Service Excellence and Email etiquette etc.
• Pre-process training – Introduction to travel, English language – Grammar, Vocabulary, Accent Neutralisation, Voice and Accent.
• TNA (Training need analysis) on monthly basis to improve the team quality and productivity.
• . Worked closely on OTA platform expedia.co.uk

Jun 2009 – Feb 2012 · 2 yrs 8 mos

• Worked with American Express in their Corporate Travel Team – Centre of Excellence, where I was handling all major corporate for the travel needs.
• Worked closely with the Airline corporate offices on new offers and deals to provide best services to our clients.
• Majorly dealt with Airline reservation, Hotel bookings, Visa, Car rental etc.
• Updates on monthly basis report on corporate deal and compliance internally. Like – Airline ADM, ACM and Reissue errors. Taking help with the partners on resolution and waivers.
• Prior to this worked closely with Individual Card account – American Express Platinum Charge Card members in fulfilling their travel requirements and requests with suitable travel itineraries and associated travel information. Also provide travel advice such as visa requirements, health checks and other travel related information together with complete, accurate and professionally presented travel documentation.
• Providing On job training to new hired Trainees to assist them performing the job as per the requirement. Trainings like – Soft skills, Customer Service Excellence and Email etiquette etc.
• Meet and exceed travel sales and revenue targets and department’s call servicing levels while providing exceptional customer service.
• Work closely with the outsourced suppliers or Amex establishment to ensure complete and accurate processing of travel documents, as well as following the processes and procedures in place. This include billing the correct amount to the correct account, claiming of correct commission / documentation fees, accurate quotation/ issuance of Airline Privilege deals and managing daily Galileo queues.
• Build professional relationships and rapport with Amex Card members in order to deliver personalized customer experience.

May 2007 – Feb 2009 · 1 yr 9 mos · Gurugram, Haryana, India · On-site

• Collaborated with the Quality and Training team to conduct training needs analysis for Yatra.com, enhancing service quality.
• Engaged with stakeholders to improve customer satisfaction (CSAT) through targeted feedback and quality surveys.
• Conducted call barging for both Domestic and International Sales teams, providing actionable insights to improve performance.

May 2006 – May 2007 · 1 yr · IGI Airport, New Delhi · On-site

• Managed guest check-ins by issuing boarding passes, ensuring a smooth and efficient process.
• Oversaw boarding gate operations, including queue management and airport announcements.
• Conducted security checks and post-flight filing, maintaining compliance with airport regulations.
• Contributed to Kingfisher Airlines' reputation for exceptional customer service at IGI Airport, New Delhi.