Aug 2022 – May 2023 · 9 mos · Gurugram, Haryana, India

Jun 2020 – Aug 2022 · 2 yrs 2 mos · Gurugram, Haryana, India

May 2015 – Mar 2020 · 4 yrs 10 mos

•  Managing global distribution system and B2B customer support for one of the largest global hotel chain.
•  Managing Backend fulfilment for Australia based OTA
•  Managing Employee travel (Regular and Emergency) for US based Cruise company
•  Support is provided through Calls / Email & Queues.
•  Work Management through work flow forecast , hiring and resource allocation (Efficiency based)
•  Process data Analytics through MIS.(Process reports / Call trend analysis / Staffing bifurcation / shift planning etc.)
•  Client service level management
•  KRA setting and staff evaluation
•  Managing client relations and escalation
•  Working with training and quality team for staff knowledge enhancement to minimize client escalations
•  Budget planning and cost management
•  Manpower planning – hiring & staff retention
•  IT Automation to reduce cost.

May 2015 – Mar 2020 · 4 yrs 10 mos

Apr 2013 – May 2015 · 2 yrs 1 mo

• In this role I was managing Captive reservation Centre for Spicejet Airlines. The job responsibility involve the following :
•  Departmental Budget , compensation and benefit.
•  Manpower planning and hiring.
•  Reservation process documentation and implementation
•  Ensuring agreed SLA’s are met for reservation and customer complains through the call centre.
•  Reservation network support for internal stake holder (Airport Services, Sales, Corporate etc.)
•  Work management through Q’s with TAT.
•  Fare testing
•  Pre promotions launch testing.
•  System security testing to eliminate financial leakages.
•  KRA setting and evaluation for the staff.
•  Mentoring and leading the team to build culture of excellence in the department.
•  Departmental standards training. (Soft Skills , Process and Systems)
•  Department Knowledge dipstick and refresher training.
•  SOP development for customer issue resolution.
•  Handling Quality evaluation function to maintain service quality and enhance customer experience.
•  Revenue generation through call centre.
•  IT Automation to reduce cost.

Mar 2009 – Apr 2013 · 4 yrs 1 mo · Gurgaon

• In this role I was heading 3 a/c’s (Inbound Customer service and Sales, Outbound Customer Service, Sales and Market Research and Customer service through email)
• Major Role and Responsibility:
• Client Services
•  Primary point of contact for a client program, I am accountable for every production affecting function or department that serves the client program. This would include Recruitment, Training, Operations, Quality Assurance, IT, Admin, Finance, & Leadership.
•  Work on program performance management, IT implementations & enhancements, process improvements, process monitoring, invoice creation and tracking, client engagement, other ad hoc decisions and implementations.
•  Custodian of Scope of work (SOW) defined with the clients.
•  Direct end client interface and escalation point.
•  Providing value propositions and solutions for strengthening relationships and expanding business.
• Operations Role
•  Direct Operations span includes management experience on:
• o Lead generation project for Fortune 441 and world’s largest Hotel Chain , Starwood hotels.
• o B2B Client support and sales for Hotels on World’s # 1 Travel advise Portal , Tripadvisor.
• o Multi country customer support / bookings for carrier owned by largest Middle East Airline, flydubai.
•  Service Delivery, Vertical P&L & Cash flow, Budgets, RFP’s & Pricing.
•  Verticals – Travel, Media, and Online Services majors.
•  Resource planning and hiring.
•  Decisions on Annual Operations budgets, Goals, Compensation & Benefits, etc.
• Solution Identification
•  Due Diligence consulting, Outsourcing based on task complexity, controls, risks & expense & Contract Formalization.
•  Business Transformation via Projects, RCA, KCRP measure, variance control, knowledge check and stakeholder goals.
•  Client expectations and value additions.
• 
• Quality
•  Inculcating a pro-active Six-Sigma quality culture with DMAIC / DMADV rigor and Variation control.
•  Operations coordinator for ISO Security Council and Implementation Team.

Jan 2008 – Mar 2009 · 1 yr 2 mos

• Sahara Global has had a joint venture with Chase Travel International an Ireland based company for its online Operation start up globally.
• Chase travels is an Ireland based hotel consolidator and Travel technology provider that’s expanding its base in India.
• Working as a Chase selected Operations Manager in Sahara Global.
• Transitioning the project in the first phase of B2B set up.
• Taking care of Vendor tie up for Sahara Global Online portal.
• Coordinating with the JV partners and technology team in Ireland and facilitating in the system set up in Sahara Global India.
• Co-ordinating with Airline/ GDS and hotels for API/ XML interface set up.
• Setting up and managing of Airfare Management and Hotel Contract Management team for online sales.
• Monitoring the team setting up the back end database for the online site.
• Training staff / B2B partners and franchisees on product and site usage.
• Communicating the special offers to the partners and franchisees for sales promotion.
• Resolving any service related escalation.
• Managing B2B and in house corporate BPO for ticketing and hotel booking.
• Setting up supplier payments cycle.

Jan 2007 – Jan 2007 · 0 mo

Jan 2003 – Jan 2007 · 4 yrs

Jan 1997 – Jan 2002 · 5 yrs

• Worked from Nov’1997 to Apr’2002 as Sr. Executive – Account Maintenance Cell & Corporate Leisure
• Travel.
• Handling corporate accounts like Larsen & Toubro, BPL, ACC, and IIM etc.