Handled Team of 25 Members for 4 Different sub processes, currently 12 Members for 2 Sub processes.Creating Weekly and Monthly Reports for all sub processes.Distributing work among team members as per their skills.Handling transport issues and creating monthly and weekly roster for the team.Taking team huddle on monthly basis to discuss the updation and action plan for the rest of the day.Taking One O One session with team members to understand their queries and to provide solutions.Updating SOP as per the changes in the processes.Internal Quality check for all the teams and liaising with Supervisor to publish monthly Bonus Ratings.CSI (Customer Service Issue) Investigation and feedback to team.Liaising with CSR (Customer Service Issue Representative) and provide them the correct information on timely basis.Currently working on Migration of Queues work and COE Model.Handling transport and fun activity as Transport and EEAT Spoc.

American Express. Working online on Sabre queues on day-to-day basis within 24hrs of receiving the same.Working on invoice generation for AIR, HOTEL AND CAR.Part and parcel of pilot batch for AGM.Manual creation for Rail transaction on daily basis.Creating MIS of productivity for team.CSI Investigation and feedback to team.Worked as a SME for ticketing team from Oct' 2009.Helping Manager in all day to day operational work and creating MIS.Working as direct one point contact of clients throughout the world which involves queries of their issues.Also I was a spoc for all the transport and cultural events of EMEA region.One point contact for all the AGM Queries of clients throughout the world.

Company ProfileWorking online on United Airline Reservation System.(Fastres)Efficient handling of all documents and queues related to the airlines on day-to-day basis within 24hrs of receiving the same.Handling SSR Requests i.e. Seating, Reseating, Medical Case, Wheel Chair, Bassinets and Sports Equipment, Weapons, Bike etc.Handling Urgent queues on day-to-day basis.Providing Voice support to the customer regarding Schedule Change, Waitlist Confirmation and Address Verificaion.Handling customer's query and coming up with the best customer service solutions.Rectification of customer's concern pertaining to the client requirement.IN-HOUSE TRAINING PROGRAMSTook extensive training for Amedaus CRS FROM C.P.TRAINING DELHI and in Amadeus at South African Airways Head office, Johannesburg.Took extensive training for GALILEO CRS FROM C.P.TRAINING DELHITwo months training from Griffin Marine Travel, New Delhi in International and Domestic Ticketing for Seamen.Have attended one month Process Training for United Airlines Reservation System (FASTRES).Have attended Three week Voice and Accent Training for United Airlines Voice Support System.Have attended Two Month Revenue Accounting Training in WNS Gurgaon for Caribbean Airline (With 93% and Fourth position).Have attended one week Coupon Matching Training in WNS Gurgaon and scored highest marks.