Abhay K. Email & Phone Number

Noida, Uttar Pradesh, India

 Managing the entire support system for all the projects. Ensuring the that the customer queries are resolved within the mentioned TAT. Analysis of tickets based on type of queries received. Preparing and execution of the Quarterly Plan for streamlining the process. Preparation of documents/reports for monthly review meets. Verifying weekly payouts for the India and Global Affiliates. Processing the USD payouts for Global Affiliates. Tracking the movements of the products/orders for both India and Egypt. Coordinating with suppliers from India and Egypt for proper functioning of the product delivery. Coordinating with the overseas payment gateway for the smooth functioning and for the systematizing the reporting. Preparation of other important financial reports- refund tracker etc. Evaluation of the shipping charges for both India and Egypt on weekly basis Managing the inventory for India and Egypt Evaluation of the stock on weekly basis for both India and Egypt Coordinating with Clients, Leaders on different channels for various issues and getting them resolved. Coordinating with the offsite team members and understanding the challenges during work and getting it resolved. Coordinating with technical and other teams on various projects as and when required Keeping the clients/ users informed about the new updates regarding the products, business on regular basis. Assisting the other teams whenever required.

Noida, Uttar Pradesh, India

 Support Lead for 5 projects running with RiSEOO Global Coordinating with Clients, Leaders on different channels for various issues and getting them resolved. Resolving the issues through Chat, Emails and Tickets Implementation of Freshdesk chat for 2 of the projects Implementation of Chat feature Managing customer expectations regarding estimated response times for issue resolution. Meeting SLAs like response and resolution times by partnering with L2 within the organization, where L2 is the person who can diagnose and fix the issue. Preparation of FAQs for the ease of the customers. Meeting with technical team members on various strategic projects when needed Collaborate with team members to properly manage customer enquiries and escalate when appropriate. Preparation of the reports on the status of the projects Taking regular meetings with the team members to understand their challenges and assisting in achieving the desired results. Imparting process knowledge to the team members. Take responsibility for making key decisions to ensure the successful implementation of all initiatives. Handling the other Ad-hoc task like payouts and assisting the other team members as and when required. Coordinating with the third party vendors as and when required for the projects handled. Preparing and execution of the Quarterly Plan for streamlining the process. Preparation of documents/reports for monthly review meets.

Hauz Khas, New Delhi

• Contracting with hotels on PAN India level• Meeting with hoteliers and suppliers • Hotel visit to see the quality standards as per the requirements• Reservation assistance• Preparing reports and rates analysis in MS Excel• Renegotiation of rates with hotels and suppliers• Operating the group and FIT travelers• Escorting incentive groups• Managing the arrival and departure transfers of FIT & Group travelers• Handling individual Tour for the overseas clients• Maintaining the overall communication with overseas guests during from the pre arrival stage till post departure stage• Co-ordinating the on ground tour execution• Procurement of hotels and other services quotation from the suppliers• Meeting the Performance slab as per the guidelines • On ground operations of UTE Play Mobil group from PolandDuring my tenure with IndeBo Travels, I have managed the below projects:• In charge of the arrival and departure of all the dignified members, council members of the FIFA during FIFA U-17 held in Kolkata. In my role as Project Lead, I was communicating with the Local Office in Delhi. Airport staff and vendors in Mumbai, Delhi and Kolkata. Preparing the arrival and departure list based on the Council Members meeting on daily basis.• Project Lead for Overland Motorbiking Group from Germany. In my role, I had to deal with the Indian Customs at Mumbai and Kochi, Border Check posts in India, Bhutan and Nepal. Planning, co-ordinating the on ground tour. Co-ordinating with hotels and suppliers and other service providers.• Project Lead for the Youth groups from China and Russia under the Cultural Exchange Program for the Ministry of Youth Affairs & Sports, Govt of India. In charge for the overall activities for the group. Communicating with the Protocol Officers, and ASO & SO from the Ministry of Youth Affairs & Sports. Liaising with hotels, transporters on daily basis to ensure smooth operation.

New Delhi Area, India

SEPT 2009- FEB 2012, as a Senior Customer Care Executive with Serco Group for National Rail Enquiries (UK Railways).ROLES:• Providing assistance to daily travelers with train times, fare enquiries over the phone• Troubleshooting the issues and concerns of the callers with the available tools and information• Service delivery as per the Business Guidelines and maintaining the performance on LCM and C-SatFEB 2012- FEB 2013, as a WFM Analyst with Serco Group for National Rail Enquiries (UK Railways).ROLES: Maintaining the PCA ( Percentage of Calls Answered)- Key threshold of the business.• Preparation of all the Ad-Hoc Reports- PCA report, Seat Utilisation Report and meeting the timeline for submission.• Data analysis and preparing reports based on Service Level Agreement.• Preparation of reports as per the Client’s requirements.• Worked on Avaya CMS Supervisor 15.0, Blue Pumpkin and E- Conquest software.• Preparation of the reports based on Audit Data of the Supervisors.• Preparation of the scorecard for the annual appraisal of Ops Manager, Team Managers, Team Leaders• Maintaing the adequate staffing to achieve the benchmark results.

New Delhi Area, India

Team Leader for a team of 25-30 tele callersCustomer Retention in the insurance fieldCollection management for 03 locations Playing the role of Process Trainer to impart process related informationPeriodically data analysisAchieving the targets for Due, Grace and Lapse BucketHandling the day to day IT related problems