- Driving peak CX achievement, client growth and led a team delivering service to clients based out of UK and Europe.- Managed people under Nesting, Operations and the specific project consisting of outliers.- To foster a culture of teamwork,efficiency and exceptional performance.- Lead the team for optimum performance to meet business SLAs .- Liase with onshore team for process improvement and compkiance checks.- Ensure Training and Coaching programs are implemented to… Show more - Driving peak CX achievement, client growth and led a team delivering service to clients based out of UK and Europe.- Managed people under Nesting, Operations and the specific project consisting of outliers.- To foster a culture of teamwork,efficiency and exceptional performance.- Lead the team for optimum performance to meet business SLAs .- Liase with onshore team for process improvement and compkiance checks.- Ensure Training and Coaching programs are implemented to assist BQ performers and other team members. Show less

- Driving key performance indicators of the team via CSAT scores, SLAs, talk times and productivity.- Conducting internal reviews with key stakeholders and clients.- Preparation of dashboard and deck presentation for business reviews.- Lead, review and allocate performance targets.- Understand and implement the process and pre process training needs from the clients.- Review processes for deficiencies and implement better control.- Monitor team performance and draw… Show more - Driving key performance indicators of the team via CSAT scores, SLAs, talk times and productivity.- Conducting internal reviews with key stakeholders and clients.- Preparation of dashboard and deck presentation for business reviews.- Lead, review and allocate performance targets.- Understand and implement the process and pre process training needs from the clients.- Review processes for deficiencies and implement better control.- Monitor team performance and draw development plans.- Conduct appraisals based on PIP data and feedback.- Manage team members on their performance on regular basis, write and deliver performance appraisal.- Identifying performance issues, develop the action plan for improvement and implement corrective action.- Own rewards and recognition schemes for assigned process/team.- Drive employee satisfaction through initiatives, programs and transparency within the team.- Effective RCA and preventive, corrective plans leading to zero repititive errors.- Timely presence of client calls and submission of dashboards/ KPIs as per timelines.- Training needs analysis, identification & program implementation schedule and identifying resources.- Conducting virtual training for IGT offices worldwide namely Malaysia, Bogota, Wembley.- Providing TNI and one on one sessions to improve the bottom quartile.- Monitoring and managing CMS.- Coordinating new hire training, up training and recursive schedules and delivery.- Delivery of basic, ticketing, soft skill sessions, revenue based trainings, internal (Helpdesk Orientation/Business Development Orientation), products demos and other training programs.- Managing trainer performance through internal and client (train the trainer) sessions. - Issuance and reissuance of Air France - KLM (AFKL) tickets and EMD along with the manual creation, if needed.- Arranging reservations and routings for passengers and assisting travel agents utilizing the Amadeus system. Show less

- Taking Customer calls and resolving their queries.- Handling process transition/migration.- Handling escalated calls as a part of knowledge and escalation team.- Managing special division of world tracer and lost baggage by airlines.- Handling the calls of other airlines as part of One World Partner Alliances.- Assisting agents in calls/emails regarding ticketing and pricing.- Preparing weekly reports and analyzing the results.- Designing training materials and… Show more - Taking Customer calls and resolving their queries.- Handling process transition/migration.- Handling escalated calls as a part of knowledge and escalation team.- Managing special division of world tracer and lost baggage by airlines.- Handling the calls of other airlines as part of One World Partner Alliances.- Assisting agents in calls/emails regarding ticketing and pricing.- Preparing weekly reports and analyzing the results.- Designing training materials and courseware for programs needed.- Conducting research and collecting reference materials for training. Show less

• Identifying potential Travel Agent for the association with the company• Tele calling the potential Travel Agent to fix up the meeting and converting those into sales. • Generate and ensure progress of all new leads / potential sales enquiries.• Meeting the clients and pitch the products.• Gaining a clear understanding of customers' businesses and requirements and convincing in which service of Holidayiq they should invest. • Giving attractive presentations of the products… Show more • Identifying potential Travel Agent for the association with the company• Tele calling the potential Travel Agent to fix up the meeting and converting those into sales. • Generate and ensure progress of all new leads / potential sales enquiries.• Meeting the clients and pitch the products.• Gaining a clear understanding of customers' businesses and requirements and convincing in which service of Holidayiq they should invest. • Giving attractive presentations of the products and services to the travel experts. • Bringing sales for the company and generation of revenues through product selling• Achieving Monthly Sales Target by Meeting New Travel experts.• Reporting daily, weekly and quarterly to communicate the performance to the senior management. Show less