Process Owner of OYO Rooms LOB

• Responsible for maintaining SLA levels of incidents, problems, change management areas .• Escalate effectively to attain resolution for major operational issues .• Listening to team members' feedback, advises and suggestions for the regular growth of the process and implementing the best practices in the entire team.• Monitor team members' participation to ensure the training they are been provided is being put into use, and also to see if any additional training is needed.• Effectively communicate with customer and internal teams on challenges, options, product,project roll out plan and operational requirements. • Distribute reports to the appropriate personnel’s in the organisation when ever needed.• Acknowledge, Motivate and reward team and team member accomplishments, as well as exceptional performance.• Lead the team by example (being a role model).• Encourage team members when needed and appreciating their efforts.• To ensure smooth operations to deliver services as per tat.• Team management, work delegation and people motivation skills.• Maximize productivity, improve quality and control customer complaints, attrition and shrinkage

• Expertise in Amadeus and Saber (Travel Tool) starting from new reservations to exchanges.• Sales- Making a new reservation and facilitating the passenger with other special requirements.• Post sales- Facilitating other Post sales quires i.e. date change, cancellation, Seat selection and special requests.• Providing customer service making sure that the customers would be in business for a longer time.

• Joined as Senior customer service executive and got promoted as Team Coach on Mar 20th 2012. • Create a conducive environment for fearless communication, creative thinking, cohesive team effort and workplace trust.• Responsible for achieving Team targets and contribute to larger goals.• Acknowledge, Motivate and reward team and team member accomplishments, as well as exceptional performance.• To ensure training and skill enhancement on assigned project.• Manage, train and develop team members to resolve any dysfunctional behavior.• Encourage team members when needed and appreciating their efforts.• Lead the team by example (being a role model).

• Providing resolutions to the customers with DTH and Telephone service in US for Virgin Media.