Apr 2021 – May 2022 · 1 yr 1 mo

• 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐋𝐞𝐚𝐝𝐞𝐫𝐬𝐡𝐢𝐩:
• o Managed Voice, Email, and Chat Operations (B2C & B2B) for Air, Hotel, Trains, Packages, and Local Activities.
• o Optimized KPIs: Net Promoter Score (𝐍𝐏𝐒), One Call Resolution (𝐎𝐂𝐑), Case Reopen Rate (%), 𝐂𝐚𝐥𝐥-𝐭𝐨-𝐁𝐨𝐨𝐤 𝐑𝐚𝐭𝐢𝐨, and 𝐄𝐬𝐜𝐚𝐥𝐚𝐭𝐢𝐨𝐧 𝐑𝐚𝐭𝐞 (%).
• o Oversaw Hotel Backend Fulfilment, including Booking Reconfirmation, Cancellation, Refunds, and Sold-Out Scenarios.
• 𝐓𝐫𝐚𝐢𝐧𝐢𝐧𝐠 & 𝐐𝐮𝐚𝐥𝐢𝐭𝐲 𝐀𝐬𝐬𝐮𝐫𝐚𝐧𝐜𝐞:
• o Led Training and Quality programs for Customer Service and Air Fulfilment teams, ensuring global standards.
• 𝐏𝐡𝐨𝐧𝐞 𝐒𝐚𝐥𝐞𝐬 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭:
• o Directed Phone Sales across India and the Middle East (UAE, KSA, Egypt, Bahrain, Kuwait, Oman), achieving revenue targets.
• 𝐀𝐢𝐫 𝐅𝐮𝐥𝐟𝐢𝐥𝐦𝐞𝐧𝐭 𝐎𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐬:
• o Supervised Ticketing Operations, ensuring SLA compliance, optimizing AHT, and improving Productivity.
• o Managed Cancellation & Refunds, and led Refund Recovery to minimize revenue leakage.
• o Oversaw Untraced Operations (Risk Control Unit) to mitigate risks and ensure operational integrity.

Apr 2020 – Apr 2021 · 1 yr

Apr 2018 – Apr 2020 · 2 yrs

Apr 2015 – Mar 2018 · 2 yrs 11 mos

• Responsible for Enhancing the overall Customer Experience by generating positive outcome with every Internal and External Customer Interaction.

Sep 2010 – Mar 2015 · 4 yrs 6 mos

• Responsible for exceeding Customer expectations via phone, Email and Social media response management.
• Understanding customer behavior and develop tools to increase the overall customer happiness Index.

Jun 2009 – Sep 2010 · 1 yr 3 mos

• Leading a team of experts from all aspects of an Online Travel Industry.
• Customer Service being the forte followed by Risk Control Unit and Backend Travel agency Operations.

May 2007 – May 2009 · 2 yrs

• Managed Air/Hotel/Train Customer Service operations with a Team size of 70+ (Asst. Managers, Team Leaders, subject Matter Experts, Executives, Trainees)
• Also managing Online Fraud Management (Risk Control Unit) with industry specific targets towards Online Fraud.

Apr 2019 – Present · 7 yrs 1 mo · Bengaluru · On-site

• 𝐌𝐞𝐧𝐭𝐨𝐫𝐢𝐧𝐠 the founding team on business strategy, product positioning, and go-to-market planning.
• 𝐀𝐝𝐯𝐢𝐬𝐢𝐧𝐠 on customer acquisition, retention, and brand building approaches for early user growth.
• 𝐇𝐞𝐥𝐩𝐢𝐧𝐠 establish operational processes and performance metrics to ensure scalable growth.
• Conducting regular strategy reviews and offering guidance on leadership development and decision making.

May 2006 – May 2007 · 1 yr · Pune, Maharashtra, India

• Leading a Team of Technical associates and servicing for North America Verizon Customers

Nov 2003 – May 2006 · 2 yrs 6 mos

Nov 2002 – Oct 2003 · 11 mos

• Leading a Team of Technical associates and servicing for Dell Computers

Mar 2002 – Oct 2002 · 7 mos