Managing Projects in Data, Staffing Services, and Corporate Events

• Regular Audits (Voice, Email, Chat)• Internal Calibration• DSAT Scrubbing • DIP Check• Process Enhancement • Coaching & Conducting Team Huddle• Sharing Quality Tips• Making Battle Card• Monthly Quality reports•Weekly QA Roster

• Regular Audits (Email & Chat)• DIP Checks• Shadowing Sessions• Time & Motion• Conducting Team Huddle

• Handling US & UK customers on live chat, email and voice calls. • Resolving customer’s travel changes, cancelation and queries • Working in Amadeus, Sabre and FareLogix to process issuance and reissuance • Interaction with airlines and consolidators to resolve the travel issues for customer• Handled out-bound airlines process and manage associates

• Responsible for the ticketing & maximizing the profitability.• Direct interaction with Airlines & US Consolidators.• Responsible for the Exchanges & Reissuance’s of tickets.• Handling customer grievances and ensure quickest response with solutions.• Worked as supervisor in Covid period to handle reports and team and in the absence of Team leader and managers I use to handle the team. • Enhancing Process, even I was part of discussions with technical team for requirements in new tools

• Handling process of Issuing and Reissuing tickets.• Working in different GDS Sabre, Amadeus, Worldspan and Apollo.• Conducting refresher on the Floor for enhancing process knowledge.• Providing Floor support, resolving doubts and mentoring new agents as I have expertise in Even Exchange.• Supervising the team in absence of team leaders, taking Queue count and assuring that deadlines are met.• Helping team leader and QA in discussing updates and briefing with the Team.