Manoj Kumar Email & Phone Number

India

1. Managing overall operations. Planning, assigning, and directing team to deliver the services as per SLA with CSAT.2. Responsible to create, manage & develop all aspects of process like productivity, quality, P&L, employee motivation, team coordination, supplier & vendor management & CSAT3. Liaison between Vendor, Client and the company to build and maintain smooth operations delivery and expanding relationship with the client.4. Translating process requirements into technical solutions. Working closely with Tech team to develop the best technical solution and approach for process development.5. Responsible for opportunity identification, devise solutions and strategies for improving performance & providing maximum Conversion with CSAT.6. Responsible to create work friendly environment & team motivational activity’s to avoid Attrition. Maintaining EWS to support this.7. Developing cross functional aspects to get the maximum production in limited resources.8. Setting Targets for Performance & KRA for all levels of (Team Leaders, SME, Quality & Team members) and Set clear team goals and KPIs.9. Taking care of profitability of the process .Handling ADM/Chargebacks & liaising with suppliers, airlines or clients in case of any dispute.10. Managing all resources and operations on daily basis to ensure timely operation deliveries. 11. Track and analyze performance to identify gaps and implement corrective action when required.12. One o One feedback session & team meetings regarding financial , non financial errors , ADM, escalations & complaints inorder to streamline the process & for future growth.13. Creating process guidelines (Process Documents, SOP, Process updates & check list) to smooth functioning of process , team development and profit enhancement.14. Monitoring daily operations and address potential issues when they arise.15. Making strategies to ensure the company’s growth.

Gurugram, Haryana, India

1. Responsible to provide clients Query’s solution with in TAT regarding New tickets, Exchanges, Voluntary or Involuntary changes, Void, Refund & Cancelation policies. 2. Coordinating with clients to provide them on time solution to avoid any complaints or escalations.3. Sharing all important updates received from airlines to the team in order to avoid any error, ADM & loss to the company.4. Providing information to clients regarding ticketing team requirements for smooth functioning.5. Sharing feedback to the team towards improving Operational and individual efficiency.6. Creating team KRA to achieve the SAL target with CSAT.7. Create & manage process update file , pre & post ticketing Quality check list to avoid loss & ADM & other required files to update team members & higher management8. Taking care of all Escalation. 9. Sharing feedback with ARC team in order to close & submit weekly ARC report.

Gurugram, Haryana, India

1. Taking care of all subdivisions of Operation (Ticketing) New tickets, Exchange, Void & cancellation, Passenger & CS Team Query’s & Escalations. 2. Responsible for overall workflow management, KRA distribution to complete process target & achieve SLA with in TAT.3. Developing strategy that team can use to reach its goal.4. Providing training that team members required for process improvement & better performance 5. Communicating clear instructions & process updates to team in order to avoid any financial or non-financial loss to company6. Updating all required reports to update the company regarding team performance & process progress.7. Coordinating with Audit team for all process related Losses & error.8. Verifying all ADM & coordinating with waiver & airlines relation team in case of any dispute for correction & to minimize the loss9. Responsible for Roster, Leave Planning, Training, OT, Transport & staff capacity planning.10. Coordination with other teams (MIS, Technology, and Audit) for Process Enhancement. 11. One on one with team members to get feedback for process development.12. Conducting Process Training for new hires and helping them during OJT13. Ensuring action & closing all client escalations on time to avoid any chargeback or future issues

Gurugram, Haryana, India

1. Processing Airlines Tickets, Void , Refund ,cancelation & Exchanges in GDS.2. Responsible for Quality Check of all post transitions in order to avoid any ADM or Loss ot company.3. Coordinating with clients for all Query's & Escalations & responsible to resolve them on time as per TAT4. Responsible to assigne, manage & complete all shift work within in SLA

Gurugram, Haryana, India

1. In Process of Issuing Ticket , Exchanges , Refund 2. Coordinating with CS team for Escalations & query's.3. Sending E-tickets & other travel requirement to Passengers.4. Costumer support & Resolving their query's over the mails.

New Delhi, Delhi, India