May 2019 – Aug 2020 · 1 yr 3 mos · United Arab Emirates

Apr 2019 – May 2019 · 1 mo · Dubai

Mar 2016 – Feb 2019 · 2 yrs 11 mos · New Delhi Area, India

• Worked for Outbound/Inbound sales and operations.
• Being a single interface for simplified communications/ information for clients.
• Maintained knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
• Attended sales training camp and brought best practices leadership back to the company.
• Developed new process for employee evaluation which resulted in marked performance improvements.
• Worked directly with global vendors, clients, corporate to achieve business goals.
• Established and maintained vendor partnerships.
• Increased profits by 40% in one year through restructure of business line.

Sep 2015 – Mar 2016 · 6 mos · New delhi

• Handled Sales and Operations for Travel Partners for Middle East.
• Managing strategic relationships with key decision makers in various travel agents & clients.
• Generating high revenues by conversion of the queries for the desired holiday products.
• Resolving client complaints and escalations whenever required.
• Responsible for clearing all vendor payments & outstanding on time.
• Annual meetings with partners from the designated area to review progress discuss and consider future strategy.

Jul 2013 – Aug 2015 · 2 yrs 1 mo

• Worked as a Management Escalation Handler by resolving client queries/concerns.
• Analyzing and monitoring customer Problem Reports (PR’s).
• Successful in solving customer grievances with solid communication and interpersonal skills
• Establish customer relationships & managing customer review by submitting monthly/quarterly reports and provide feedback to higher management.
• To ensure all company’s policies and procedures relating to customer complaints are followed and are adhered to and documented within the branch.
• Establish customer relationships & managing customer review by submitting monthly/quarterly reports and provide feedback to higher management.

Jul 2013 – Jan 2015 · 1 yr 6 mos · New Delhi Area, India

• Improved call centre functionality and service capacity by resolving customer complaints efficiently and quickly.
• Defused volatile customer situations calmly and courteously.
• Competent on customer service management systems and databases.
• Analysed call volume and average call time to monitor Customer Service Representative performance and productivity.
• Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call centre environment.
• Referred unresolved customer grievances to designated departments for further investigation.
• Evaluated consumer reports on a monthly basis.
• Oversaw call centre employees to ensure customer satisfaction goals were consistently met.