– Present

• Handling Customer Escalations On Calls And Emails And Providing Resolution With Customer Satisfaction On One Hand And With No Or Minimal Loss To The Company On The Other. Solely Handling ABTA Escalations. Solely Handling Court / Arbitration Cases On Various Legal Platforms. Handling And Addressing Escalations On Social Media (Trust Pilot And Google). Coordinating with HR Team And Assisting In Recruitment And Induction. Training Of New Joinees In Sales Department. Coordinating With Sales Managers For Improvement Of Sales And Call Quality. Coordinating With All LOBs For Formulating And Streamlining All Processes Across The Company. Solely Responsible In Handling GDPR Cases – Data Protection Cases - As Raised By Police Departments For Investigations (Criminal – Fraud Cases) – Banks – Insurance Companies – HMRC. Assisting In Defending Charge Back Cases. Assisting In Improving Sales Of The Online Portal – Airwaay.

– Present

• Managed Quality Driven Domestic Flights CRT Team / Hotel CRT / Sales Team.
• Managed Call Monitoring System ( CMS ).
• Managed Daily Reports Of Consultants / Attendance / Monthly Rosters.
• Attending To Supervisory Calls And Handling Escalated Issues.
• Co-Ordinating With All Team Heads To Provide Overall Quality Work Structure For The Company.
• Travel Consultant
• Handling Customer Service Calls.
• Quality Check Of Flights And Hotel Queues.
• Attending To Support Emails.
• Attending To Complicated Cases And Providing First Hand Resolution To Customers.
• Officiated As Floor Supervisor
• Managed Team To Provide Quality Work Structure.
• Monitoring Work Efficiency And Quality Of Consultants.
• Managed Call Monitoring System (CMS).
• Providing All Possible Help And Guidance To Colleagues.
• Attending To Supervisory Calls.

– Present

• Domestic Hotels CRT Team
• Managed And Assisted In Insourcing And Streamlining Of Process.
• Managed A Team Of 15 Domestic Hotels Customer Service Team.
• Responsible For Managing Call Monitoring System (CMS).
• Responsible For Deliverance And Compliance Of First Call Resolution To Customers With Quality Work Structure.
• Managed And Responsible For Daily Headcount ( For Both Sales/CRT Team).Attendance And Rostering.
• Responsible For Controlling Shrinkage / AHT.
• Responsible For Handling Escalations And Resolution Providing With No Loss To The Company.Earned Many Appreciations From Customers.
• Co-ordinating Across All LOBs To Assist Team.
• Responsible For Preparing Reports And Feedback To Enhance Team Performance.
• Responsible For Implementation Of Process Changes And Functionality.
• Priority Desk Team (One Roof For Platinum Customers)
• Managed And Streamlined The 10 Member Pilot Project Of Priority Desk.
• Responsible And Managed And Developed Tools For Head Count Check / Shrinkage And Rostering.
• Responsible And Managed In Developing Quality Structure For The Team.
• Responsible For Implementation Of Sales Promotion Schemes Launched For Platinum Customers.
• Responsible For Driving Sales And Managed To Increase Sales As The Process Matured.
• Responsible For Driving First Call Resolution To Platinum Customers With Quality Work.
• Responsible For Deliverance And Compliance Of Floor Decorum And Company Policies Within The Team.
• Responsible For Assisting Team In All Travel Product Handling As One Roof For Platinum Customers.
• Maintaining Reputation Across All LOBs For Timely Deliverance Of Services To Platinum Customers.
• Responsible For Handling Escalations Of Platinum Customers.

– Present

• Managed A 10 Member Core Email Team With A Responsibility In Guiding Them On Email Etiquettes And First Hand Resolution. Handling Major Escalations With Aim Of Customer Satisfaction On One Hand And Saving Losses For The Company On The Other. Solely Responsible In Handling ABTA Escalations. Solely Responsible In Handling GDPR Cases – Data Protection Cases - As Raised By Police Departments For Investigations (Criminal – Fraud Cases) – Banks – Insurance Companies – HMRC. Helping Legal Team And Management In Defending Court Cases And Other Legal Escalations Raised With Regulatory Bodies. Solely Responsible On Resolution To Customers Concerns (Emails / Calls) And Acted As A Single Point Of Contact With A Single Aim To Retain Customers. Responsible For Compliance Of Data Protection In Line With Data Protection Act And General Data Protection Regulation. Addressing Escalations Raised With Chairman And Sales Directors, With First Hand Resolution. Giving Feedbacks To Agents – Departments, Related To Work Culture – Quality. In Line With Company Policies. By Way Of Synopsis. Coordinating Across All LOBs For Case Resolutions.

– Present

• Managed Quality Driven Hotels CRT Team.
• Managed Call Monitoring System (CMS).
• Managed And Meeting Of SLAs And TAT As Per Client’s Requirement.
• Preparing EWS / Stack Performance Of The Team.
• Handling Escalations.
• Managed Daily Reports Of Consultants // Rosters // Attendance.
• Co-ordinating Across All LOBs To Provide Quality Work Structure For The Company.
• SPOC For The Process For All HR Related Issues.
• SPOC For Delivering And Compliance Of Company Policies.
• Assisted In Major HR Investigations And Prepared Investigation Reports.

May 2024 – Sep 2025 · 1 yr 4 mos · (Working Under Their Captive Unit: Flights Guru Infotech Services Private Limited.Gurgaon.) · On-site

• Profile :
•  Handling Customer Escalations On Calls And Emails And Providing Resolution With Customer Satisfaction On One Hand And With No Or Minimal Loss To The Company On The Other.
•  Solely Handling ABTA Escalations.
•  Solely Handling Court / Arbitration Cases On Various Legal Platforms.
•  Handling And Addressing Escalations On Social Media (Trust Pilot And Google).
•  Coordinating with HR Team And Assisting In Recruitment And Induction.
•  Training Of New Joinees In Sales Department.
•  Managing Quality Team And Supervising The Team In Call Audit With Single Aim Of Improving Sales.
•  Coordinating With Sales Managers For Improvement Of Sales And Call Quality.
•  Coordinating With All LOBs For Formulating And Streamlining All Processes Across The Company.
•  Solely Responsible In Handling GDPR Cases – Data Protection Cases - As Raised By Police Departments For Investigations (Criminal – Fraud Cases) – Banks – Insurance Companies – HMRC.
•  Coordinated And Assisted In Development Of Domestic Process - Go Escapio.
•  Assisting - Addressing And Defending Charge Back Cases.

Aug 2023 – Apr 2024 · 8 mos · (Working Under Their Captive Unit: Sky Kru, Noida) · On-site

• Profile :
•  Handling Customer Escalations On Calls And Emails And Providing Resolution With Customer Satisfaction On One Hand And With No Or Minimal Loss To The Company On The Other.
•  Solely Handling ABTA Escalations.
•  Solely Handling Court / Arbitration Cases On Various Legal Platforms.
•  Handling And Addressing Escalations On Social Media (Trust Pilot And Google).
•  Coordinating with HR Team And Assisting In Recruitment And Induction.
•  Training Of New Joinees In Sales Department.
•  Coordinating With Sales Managers For Improvement Of Sales And Call Quality.
•  Coordinating With All LOBs For Formulating And Streamlining All Processes Across The Company.
•  Solely Responsible In Handling GDPR Cases – Data Protection Cases - As Raised By Police Departments For Investigations (Criminal – Fraud Cases) – Banks – Insurance Companies – HMRC.
•  Assisting In Defending Charge Back Cases.
•  Assisting In Improving Sales Of The Online Portal – Airwaay.

Aug 2022 – Jul 2023 · 11 mos · (Working Under Their Captive Unit: Flights Guru Infotech Services Private Limited. Gurgaon.) · On-site

• Profile :
•  Handling Customer Escalations On Calls And Emails And Providing Resolution With Customer Satisfaction On One Hand And With No Or Minimal Loss To The Company On The Other.
•  Solely Handling ABTA Escalations.
•  Solely Handling Court / Arbitration Cases On Various Legal Platforms.
•  Handling And Addressing Escalations On Social Media (Trust Pilot And Google).
•  Coordinating with HR Team And Assisting In Recruitment And Induction.
•  Training Of New Joinees In Sales Department.
•  Managing Quality Team And Supervising The Team In Call Audit With Single Aim Of Improving Sales.
•  Coordinating With Sales Managers For Improvement Of Sales And Call Quality.
•  Coordinating With All LOBs For Formulating And Streamlining All Processes Across The Company.
•  Solely Responsible In Handling GDPR Cases – Data Protection Cases - As Raised By Police Departments For Investigations (Criminal – Fraud Cases) – Banks – Insurance Companies – HMRC.

Jan 2013 – Jul 2022 · 9 yrs 6 mos · Working Under Their Captive Unit: Onkar Infotech Pvt. Ltd. Gurgaon.

• Profile :
•  Managed A 10 Member Core Email Team With A Responsibility In Guiding Them On Email Etiquettes And First Hand Resolution.
•  Handling Major Escalations With Aim Of Customer Satisfaction On One Hand And Saving Losses For The Company On The Other.
•  Solely Responsible In Handling ABTA Escalations.
•  Solely Responsible In Handling GDPR Cases – Data Protection Cases - As Raised By Police Departments For Investigations (Criminal – Fraud Cases) – Banks – Insurance Companies – HMRC.
•  Helping Legal Team And Management In Defending Court Cases And Other Legal Escalations Raised With Regulatory Bodies.
•  Solely Responsible On Resolution To Customers Concerns (Emails / Calls) And Acted As A Single Point Of Contact With A Single Aim To Retain Customers.
•  Responsible For Compliance Of Data Protection In Line With Data Protection Act And General Data Protection Regulation.
•  Addressing Escalations Raised With Chairman And Sales Directors, With First Hand Resolution.
•  Giving Feedbacks To Agents – Departments, Related To Work Culture – Quality. In Line With Company Policies. By Way Of Synopsis.
•  Coordinating Across All LOBs For Case Resolutions.

Oct 2010 – Sep 2012 · 1 yr 11 mos

• Managed A Team Of 15 Domestic Hotels Customer Service Team.
• Responsible For Managing Call Monitoring System (CMS).
• Responsible For Deliverance And Compliance Of First Call Resolution To
• Customers With Quality Work Structure.
• Managed And Responsible For Daily Headcount ( For Both Sales/CRT
• Team).Attendance And Rostering.
• Responsible For Controlling Shrinkage / AHT.
• Responsible For Handling Escalations And Resolution Providing With No Loss
• To The Company.Earned Many Appreciations From Customers.
• Co-ordinating Across All LOBs To Assist Team.
• Responsible For Preparing Reports And Feedback To Enhance Team
• Performance.
• Responsible For Implementation Of Process Changes And Functionality.

Mar 2009 – Sep 2010 · 1 yr 6 mos

• Managed Quality Driven Hotels CRT Team..
• Managed Call Monitoring System (CMS).
• Managed And Meeting Of SLAs And TAT As Per Client’s Requirement.
• Preparing EWS / Stack Performance Of The Team.
• Handling Escalations.
• Managed Daily Reports Of Consultants // Rosters // Attendance.
• Co-ordinating Across All LOBs To Provide Quality Work Structure For The
• Company.
• SPOC For The Process For All HR Related Issues.
• SPOC For Delivering And Compliance Of Company Policies.
• Assisted In Major HR Investigations And Prepared Investigation Reports.

May 2006 – Mar 2009 · 2 yrs 10 mos

• Managed Quality Driven Domestic Flights CRT Team / Hotel CRT / Sales Team.
• Managed Call Monitoring System ( CMS ).
• Managed Daily Reports Of Consultants / Attendance / Monthly Rosters.
• Attending To Supervisory Calls And Handling Escalated Issues.
• Co-Ordinating With All Team Heads To Provide Overall Quality Work Structure
• For The Company.

Jun 2003 – Present · 23 yrs

• Customer Relations Department
• On Calls
• Handling Customer Service Calls.
• Co-Ordinating With Airlines & Other Internal Departments To Provide First Call Resolution To Customers.
• Pursuing Effective Follow-Ups On Cases On Regular Basis To Give Customers A One Point Contact.
• Re-Issue Process
• Solving All Issues Relating To Name Change, Lost Ticket, Tickets Not Printed Properly And Other Amendments Related To Travel.
• Maintaining Good Reputation With Ebookers Airlines Representatives.
• Handling Re-Issue Queries For Whole Ebookers Group.
• Co-Ordinating With Airlines To Solve Queries In The Benefit Of The Company And Customers.
• Attending To All Documentation Related To Re- Issue Process.
• Helping Colleagues To Provide First Call Resolution To Customers In Case Of Re-Issue And Other Issues.
• Saved Losses For The Company.

Jan 2003 – Jan 2006 · 3 yrs

Sep 2002 – Jun 2003 · 9 mos

• Ticketing And Reservations (Manual & Automated). (On Galileo / Amadeus / IC IBM-System).
• Liaison With Airlines.
• Handling Corporate Clients And Related Matters Such As Packages Etc.

Jan 2001 – Sep 2002 · 1 yr 8 mos

• Ticketing And Reservations (On Galileo / Amadeus / IC-IBM System).Ticketing (Manual And Automated).Fare Quotations.
• Liaison With Airlines // Corporate Clients // Agents.
• Other Documentation Work Related With The Department .(Handling Refunds, Billing Etc.).Payment Procurement.

Jan 2001 – Jan 2002 · 1 yr

Mar 1999 – Jan 2001 · 1 yr 10 mos

• A) March 1999 - August 1999 : Trainee - Tours Department
• Telemarketing Of Outbound & Inbound Tour Packages.
• Marketing Of Pearl’s Product (Beacon Holiday Packages And Cyber Hotel Reservation System). Pearl’s Special Promotional Package For Europe.
• Pearl Team Member For Presentation Of Launching Beacon Holiday Package & Cyber Hotel Reservation System.
• Handled Both Corporate Clients And Agents.
• B) August 1999 - January 2001 : Counter Executive - Domestic Department
• Ticketing And Reservations (On Galileo / Sabre / IC- IBM System). Ticketing (Manual And Automated).Fare Quotations.
• Liaison With Airlines // Corporate Clients // Agents.
• Payment Procurement And Other Documentation Work Related With The Department (PSR Etc.).

Jan 1999 – Jan 2001 · 2 yrs