 Handling Online Solutions, Customer Service Department, Training & Quality Team in effective manner to ensure Quality of service and SLA’s are maintained Scheduling & Managing Trainings for New Recruits Ongoing refresher trainings to ensure that all team members are aware of all Client updates, Travel policy and service level requirements Single Point of Contact for Discovery & In-house new Clients Implementation on CWT & OTTA integrated Online Booking Tools Actively involved in new/existing Client RFPs, P&L discussions & decision makings with management Provide DEMOs of suitable Online Booking Tools per Client requirements & Travel Policy needs Conducting Road Shows & Trainings on Tool Usage for External & Internal Clients Conduct weekly & monthly review meetings with Local & overseas clients to discuss process updates, progress, team’s performance and other aspects of business Share monthly reports on Online adoptions with clients & suggestions for improvement based on discovery from CWT AnalytIQs – Reporting Tool Responsible for Monthly Reporting and Billing for Contacts raised by Clients Handling CWT Surveys – to ensure that the CSAT targets met for the company & recording all type of feedback in CWT Resolve – Feedback management system Performing voice & emails monitoring for operations team to ensure high level of services with Quality being delivered to corporate clients Responsible for maintaining & updating client SOPs, SOWs & Training documents Running Improvement Projects – aligned with Lean Six Sigma methodology

Catering to the corporate clients (over 1100 Clients) like Hewlett Packard, Accenture, Oracle, JP Morgan and Shell Travelers in all regions by providing “Level 1 & 2” Technical support and navigational assistance in creating reservations online using CWT’s integrated web booking tools, which are: Arnold, GetThere, E-Travel, KDS-Travel Express, Serko & Cliqbook-Smart Travel (Concur) Handling a team of 23 members and 2 team Coaches (Level 1 & Level 2 both) in an effective manner to ensure Quality of service and SLA’s are maintained Leading CWT Operations Excellence Project (COE) as a Project Leader to ensure Client & Employee Satisfaction (Chosen as Focal person for COE Training program held in ROME) Conduct weekly & monthly review meetings through Conference Calls with the overseas clients to discuss process updates and progress, team’s performance and other aspects of business Actively involved in P&L control discussions with higher management Ensure internal and external communication and vendor updates are downloaded to the team on timely basis by performing weekly Team huddles Key point of contact for all customer queries and resolutions. Main focus is to resolve and analyze their feedbacks/escalations and formulate an action plan to put into operational use and improvement