- Preparing the strategy for Call center in different locations in India and Middle east- Planning and implementation of new business transition - Ensuring Service Level Adherence with current Vendors in India and UAE- Planning and forecasting to cater changing operational dynamics. - Implementation Flight product Go Live and defining process and agreements with supplier in Middle east Market and Amadeus

- Managing Operations for leading European Online Travel Agency with a headcount of 230 FTE - Managing multiple sub processes like Sales, Customer Service, Queue Management, Refund and Tax recovery and Emails- Planning and implementation of new business transition for the same project- Ensuring Service Level Adherence- Planning and forecasting to cater changing operational dynamics

- Creating High Level project plan encompassing the project plans of support functions like IT, Admin, HR and Training etc.- Conducting Due Dilligence and preparing the Standard Operation Procedures Document containing all aspects of the Process and including “As Is” (Pre-migration) and “To Be” (Post Migration) process maps.- Assisting in Hiring, Training facilitations, initial Operation Go live.- Ensuring all support functions processes and documentation is complete and in place for the final handover to Operations team.Projects handled in Migrations1. OdigeO (Leading OTA in Europe) – 130 FTE2. Turkish Airlines Contact Center – 130 FTE

- Heading operations for the Frequent Flyer programme of Sri Lankan Airlines “FlySmiLes” at Colombo, Srilanka.- Ensuring all SLA’s and guidelines from Client are adhered to across all functions (Call center and Backoffice)& ensure smooth functioning of the programme.- Ensuring regular feedback to Client on issues and areas of improvements for ironing out member concerns and making the FFP programme more successful.- SPOC, on location, for IGT Lanka for all matters related to Client, Partners, Vendors, Legal and Finance compliance.- Hiring and on boarding of new employees, managing all HR related functions.

- Helping the Pre Sales team in preparing RFP responses and highlighting Company capability to deliver on Client expectations.- Creating High Level project plan encompassing the project plans of support functions like IT, Admin, HR and Training etc.- Conducting Due Dilligence and preparing the Standard Operation Procedures Document containing all aspects of the Process and including “As Is” (Pre-migration) and “To Be” (Post Migration) process maps.- Assisting in Hiring, Training facilitations, initial Operation Go live.- Ensuring all support functions processes and documentation is complete and in place for the final handover to Operations team.Projects handled in Migrations1. SITA PSL Training Project – Trainers2. Expedia (UK) Customer Service – 100 FTE3. GoIbibo Contact Center – 50 FTE4. Sri Lankan Airlines Frequent Flyer Program (Flysmiles) Service Center – 45 FTE5. Sri Lankan Airlines Global Contact Center (Consulting project) – 150 FTE

Joined Yatra during the launch of International outbound sales team as a Senior Sales Executive.Have been involved in the implementation of the new CRM tool Talisma which was introduced in the organisation. Moved into role of Process trainer in October 2007. Have been conducting the New Hire training for International Flights and Hotels trainees. Operational role: Have been involved in upgradation of Midoffice (a transactional record system) and introduction of ERP solutions in the organization. Currently into the role of a Process Analyst where I coordinate with Vendors (IBM and Intelenet) in process mapping and process developments. I am an integral part of process creation and implementation, and filling in the process gaps between Client targets and Vendors' service delivery.Work PortfolioBringing in new ideas to improve the processes and ensure smooth workflow.Involved in redefining different process in case of any upgradations or policy changes.Testing of the new changes in the Talisma CRM tool and ensuring smooth transition of all processes on to the CRM.Generating reports from Talisma and analyzing them to understand the Customer requirements and suggesting changes into the process based on the same.Assessing and giving guidance to Vendor trainers while their new hire training.Training the new joinees in Amadeus, Mid office and Talisma whenever required.Introducing the new hires to process flow and setup of the yatra processes.Instilling the best practices that the agent needs to follow after hitting the production floor. Supporting the International teams when required and assisting them in their day-to-day operations.Checking and coordinating with different team Leaders and Managers with regard to training plans and improving performance of the agents on the floor.Training and Setting up of Retails shops and Lounges of Yatra in different locations.

Joined American Express Business Travel Ticketing team for Australia market as a Travel Counselor during the second phase of migrations. After completion of one year moved into new profile of Ticketing for Membership Travel Services (MTS) for privileged Amex cardholders (Platinum and Centurion) in Australia, handling all migrations. Traveled to New Zealand for migrating and streamlining the MTS Ticketing Process catering to the Privileged Amex card holders in the New Zealand market. Assisting the migrations of E-Mail servicing teams for Amex corporate clients like IBM in the Australian market.AchievementsRewarded Star Performer Award for two consecutive quarters in 2005 in the Business Travel Ticketing profile.Rewarded Shining Star Award in 2006 for stellar performance in the migration of MTS Ticketing Australia profile.Received special recognition from the Business Owners for Process improvements ideas and suggestions, which were successfully implemented in Australia.Received special appreciation from the management for supporting the migrations of E-Mail servicing teams like IBM and Amex Staff.

Profile - RDM is a successful joint venture between Lufthansa commercial holding and Bird group, which primarily provides back office support to Lufthansa. It provides service in the field of fare distribution, proration, amadeus support. Miles and More program, SITA etc.Work Portfolio Joined the production team that included filing rules/fares throughATPCO for leading international carriers like Lufthansa, United Airlines and Singapore Airlines.Involved in filing fares and rules for both public and private (Net & consolidator fares)tariffs for LH,UA and several star alliance Carriers. Promoted to quality team after six months, which involved doingquality checks and pricing checks.Had direct communication with Lufthansa Process Management (LPM) team based in Frankfurt, Germany for queries and suggestions.Involved in communicating with ATPCo team in Washington and London.Been responsible for distribution of tasks to the team along with solving all the process related queries.Been responsible for giving process training to the freshers.Projects - Was a part of the project that included filing rules in ATPCo for almost 37 airlines on order to automate Galileo CRS for auto pricing during the period Aug 2004 to Oct 2004. This process was directly outsourced from ATPCo in Washington. - Was a part of the quality team which was responsible for doing quality checks and solving queries.