Jul 2010 – Aug 2020 · 10 yrs 1 mo · Gurugram, Haryana, India

• Key Result Areas
• Established the first Global Reservation Sales and Customer Care Office in India for Marriott International Hotels in 2010 and managed combined entity of 500+ team, catering to guest voice, chat & email queries for 100+ hotels across locations
• Led Marriott’s India contact center leadership team and formulated strategies to enhance customer experience, revenue generation, improved technology utilization and team performance
• Administered 70 Million USD operations budgets and met cost-per-reservation targets and executed projects to eliminate unnecessary procedures (NVA), provided high quality processing service within specified SLA.
• Steered teams to meet and exceeded KPIs with associate engagement score (96+% against benchmark of 80% since 2011)
• Improved inbound call-handling performance through trainings and secured up-selling conversion rate of 27% in 3+ years
• Exceeded KPI targets for average time spent on calls (AHT) by 5% along with growth in the loyalty program
• Expanded business by 5% by targeting members of IATO, association of expert inbound tour-operators
• Improved FTE productivity by 12% by designing and implementing performance-based incentive plan
• Designed Employee Recognition Program that cut turnover by 20% and enhanced employee morale noticeably
• Led workforce expansion of 150% (200 to 500) within 12 months for new business streams including OTA, Missing Stay and Loyalty and Ambassador Programs
• Consistently achieved the lowest contact per call, KPI goals (Best Balance Scorecard) from 2012 to 2017
• Spearheaded process and operations management for Marriott with a 220-member team in India, Dubai and Cape Town, encompassing reservation leads from 4000+ hotels worldwide
• Built sales capabilities at the Dubai Contact Center and improved performance of 30+ Associates by 20% resulting in associate engagement scores higher than benchmark (from lowest of 64% to 80% in 2016 and 97% in 2017)

Dec 2002 – May 2010 · 7 yrs 5 mos · Delhi, India

• Established the Oberoi Contact Center (the first of its kind) for centralized reservations in India in 2002;
• Staffed the center with 200+ Customer Service Associates responsible for voice, email, profile management, group reservations and other support processes; steered Associate stack rank and performance management
• Generated a total revenue of INR 40 corers through telesales (INR 8 corers from direct consumers and INR 32 corers from corporate and travel partners)
• Streamlined MICE, Wedding groups and event related centralized reservations – accounting for 70% of the Oberoi Hotel Group’s annual turnover
• Led implementation of Nice Technology, providing 100% call recordings and service delivery reports
• Monitored business and process metrics to measure and manage customer service effectiveness covering:
• o OCC overall call centre service level >= 85%
• o Call Abandoned % <= 2%
• o Net Promoter Score (NPS) <= 1%
• o Average call handling time <= 3.5 mins per call
• o OCC voice quality score >= 90%
• o ORS audit scores >= 90%
• Enhanced service levels from 70% to 95% by monitoring associate availability and maintained them as following:
• o Net Promoter Score <= 1%
• o Turnaround time of email <= 3-4 hours
• o ORS audit scores >= 90%