Deepak Menon Email & Phone Number

Dubai, Ae

Dubai, United Arab Emirates

Abu Dhabi, United Arab Emirates

United Arab Emirates

 Conducted training needs analysis for 5 operational departments to ascertain strengths, weaknesses, and skill gaps  Recommended appropriate training or business solutions to improve performance including instructor-led and eLearning.  Completely redesigned and re-developed a large, high profile, and required instructor-led course which is taken by 120-150 travel consultants every year Designed and developed training program for a new operational system and the course was delivered to 280 staff across, UAE & Philippines Implemented result driven training programs that translated to classroom, on-the-job, e-learning, self-study or blended learning approaches.  Designed and developed numerous relevant course materials, power-point presentations, handouts.  Combined strong interpersonal and facilitation skills to deliver interactive training sessions stimulating learning and learner involvement through innovative role-plays, games, case studies and group discussions.  Conducted trainings in regional offices within GCC countries, Afghanistan, Philippines and across UAE.  Trainings conducted include soft skills, operational, product, system, sales and leadership trainings.  Developed and administered appropriate assessment tools to assess and ensure that learning objectives are met.  Supported any post-course evaluation or service audits functions if required by Line Departments.  Assisted in conducting service audits via telephone or face to face; collating, analyzing and presenting feedback back to management.  Maintained accurate records of staff training for individual and group feedback.  Prepared and presented training reports to relevant stake-holders.  Continuously evaluated training programs and improved or updated training content to ensure training programs were current and meeting training objectives

Dubai, United Arab Emirates

• Identified learning objectives, produced learning plans, coached and supported new and junior staff to develop their skills to meet the competencies Provided regular progress reports to the nominated managers, through workplace observation  Reviewed and assessed the progress of junior staff towards developing the competencies Made use of data gathering techniques to collate relevant information, as requested by the management team.  Made referrals to the department or provided relevant advice when barriers were identified (either work related or personal) preventing staff from achieving their development goals  As delegated by the Line Manager support a variety of projects which arise in line with business needs.  Projects included New Joiner Liaison, systems, communication Management, reward and recognition, grooming and workplace Safety.  Kept updated in mandatory training requirements and incorporated these learning into workplace training plan,  Ensured all mandatory trainings failures / re-sits trends are analyzed, investigated and addressed through effective coaching and mentoring. In consultation with Line Manager evaluated staff discrepancy trends and actioned ad hoc trainings if required to ensure that staff are re-trained and have a full understanding of the policies, systems and standard operating procedures.

Doha, Qatar

 Monitored that training programs are in line with approved training materials and procedures Updated trainee status report and training programs for line managers and assisted in resolving and identifying issues related to it Developed training policies and procedures that generate innovative guidelines for all training functions Assigned tasks for standardizing the learning and development procedures of the department Responsible for delivering effective Training Content according to the requirements Successfully delivered Quality trainings Assigned the tasks of implementing training programs as per the guidelines of the department Producing training materials for in-house courses Oversaw and managed training on special projects, operational skills training and new hire curriculum Monitoring progress of trainees through questionnaires and discussions with line managers Responsible for evaluating feedback by using prescribed format and enhanced the effectiveness of future trainings Handled the tasks of maintaining and enhancing the brand level of the organization Liaised with other departments and teams of the organization to ensure smooth operations Designed, delivered and evaluated classroom training programs & coaching sessions on reservations and ticketing for new joiners’ with travel agencies, refresher courses for existing staff. Designed and developed training materials. Assessed, evaluated and certified trainees on courses conducted Supervised day-to-day helpdesk functions. Monitor the staff performance. Collate and analyze data on functional requirements and enhancements MIDT analysis, and support various teams on application support. Problem/discrepancy resolution, functional queries assistance End user acceptance testing Support the end user community on functional queries and workaround solution in case of emergency situations

 Spearheaded training and services for external and internal customers, handling queries for agents all over South India. Monitored escalations and resolved discrepancies and malfunctions of the system with regard to the fares, availability, ticket issuance, with Head office. Imparted training to the agents who are newly cut over in to Worldspan/ Galileo. Provided training and support to the airlines to use the online capping update software of Worldspan/ Galileo and ensure the same is used effectively and functions without outage. Responsible for planning, creating and executing training programs and techniques to subordinates and associates. Handled the responsibilities of preparing training materials like presentations and handbooks  Responsible for providing explanations and evaluating assessment of employees during workshops and training sessions  Oversaw and managed training on special projects, operational skills training and new hire curriculum  Responsible for managing local expenses and allocated budget  Initiated and led complete migration of PNRs from Galileo to Worldspan for agent cutovers Worked in close hands with airlines and providers to ensure smooth functioning of the system. Conducted presentations associating with vendors in Galileo with regard to their new products, services and promotions. Planned and scheduled monthly training calendar. Assisted upcoming OTAs (Online Travel Agents) to clear the queries in functional entries with regard to the integration of the same to the portals, and offline functionalities in Worldspan.

earlier known as Friends Globe Travels), Bangalore; Accountabilities: Carried out implant operations were for the corporate ICICI Onesource, currently known as First Source.Co-ordinated with all India offices of the corporate for the travel needs on domestic and international sectors.Handled queries on visa processing, reservations and ticketing. Assisted the travelers in planning the itineraries with the best possible route. Promoted PLB carriers for the betterment of the productivity and achieving the targets to meet the PLB requirements of the agency.Co-ordinated with the branch offices and the back office to issue and delivered tickets to the clients on time and also to arrange for surface travel and accommodations.

Bangalore

Accountabilities: Stationed at Bangalore assisted agents in the State of Karnataka with functional handling of Amadeus Global Distribution System.Answered heavy number of incoming calls, determined the nature of calls and guided the agents in ticket printing, trouble shooting, fare discrepancies, and normal functionalities of the system. Co-ordinated with various airlines in Bangalore and across India, and also at times with International head quarters of the airlines to escalate and resolved the discrepancies with the system Amadeus with regard to fares, availability, schedules, ADMs raised to agents, etc. Done investigations on slow records (SLOWREC) and No Records (NOREC) through teletype message extracts and co-ordinate with airlines and head office for timely resolutions and actions. Reported system malfunctions and discrepancies to the head office and also directly to the head quarters at NICE, through emails, calls and PTR (Problem Tracking Records). Prepared daily, weekly and monthly Helpdesk reports of calls, based on functionality, PTR logging, etc.

Accountabilities: Stationed in Delhi, profile was to answer heavy incoming calls and emails from the US travel community.Interaction with the clients was over the phone, emails and chats, to construct itineraries and issue tickets for the same departing Ex-US to world wide.Handled round the world queries in major, to construct the itineraries with the deal fares and promotional fares given by the airlines to the company.Trained newly recruited consultants in the GDS usage, and itinerary constructions and to answer the queries over the phone.

Gurgaon, India

Looked after Reservation Data Maintenance Acts as the back office for Lufthansa for the purpose of space control.Was accountable for Space control of the airlines through monitoring screening dupes, and no-shows was carried out as a team member. Took initiative and assisted various other projects in RDM to handle, LTU International- for time limit checks and cancellations, AUSTRIAN-for dupe booking screening and cancellations, and no shows, Scandinavian- for Dupe booking checks.Learned reject message analysis and group message handling as an initiative.Prepared reports for the entire team of the shift with regard to the functions carried out in the shift with regard to the productivity, number of seats cancelled, number of flights screened etc.Selected as the best productive team member for the project of dupe screening and cancellations consecutively for 6 (six) months.

Associate'S Degree, Learning And Development

Certificate in Learning and Development Practice

B.Com, Commerce

Commerce