Poonam Sood Email & Phone Number

Delhi, India

New Delhi Area, India

Available for new assignments. Keen to pursue a permanent role and open to relocation..Consulted with an MNC, (Zimplistic) to set up their captive customer support contact centre operations in Gurugram. This is a start-up operation, < 6 months old. 2017• Short term assignment with (American Express - GBT) in streamlining work flow process and eliminating customer servicing issues. Achieved a steep rise in customer satisfaction scores within the first month, up by 80%. 2015• Short… Show more Available for new assignments. Keen to pursue a permanent role and open to relocation..Consulted with an MNC, (Zimplistic) to set up their captive customer support contact centre operations in Gurugram. This is a start-up operation, < 6 months old. 2017• Short term assignment with (American Express - GBT) in streamlining work flow process and eliminating customer servicing issues. Achieved a steep rise in customer satisfaction scores within the first month, up by 80%. 2015• Short term assignment with a leading onshore/off shore company Sutherland Global on a procurement and order processing process. Key deliverable is to transition work process from captive centre to a 3rd party centre, introduce automation and define process efficiency opportunities. Achieved the transition completion within the agreed timelines and gave recommendations for process automation that would lead to saving in cost and FTE. 2014• Consulted with a leading OTA 2013• Show less

Noida Area, India

• Overall responsibility of the Corporate Travel and MICE verticals. This was a short term contractual assignment to streamline work flow processes.• Blue Moon is a privately owned company and an exclusive partner of Amex GBT in India.• Manage the relationship with Amex GBT• Strategy for process improvement and overall automation initiatives, including development of a booking portal and mobile applications for all verticals.ACHIEVEMENTS:• Strengthened partnership with… Show more • Overall responsibility of the Corporate Travel and MICE verticals. This was a short term contractual assignment to streamline work flow processes.• Blue Moon is a privately owned company and an exclusive partner of Amex GBT in India.• Manage the relationship with Amex GBT• Strategy for process improvement and overall automation initiatives, including development of a booking portal and mobile applications for all verticals.ACHIEVEMENTS:• Strengthened partnership with Amex-GBT and negotiated on Royalty fee settlement processes and modalities.• Strengthened the team at Hyderabad branch by hiring a Branch Manager and acquired new business for the branch. Show less

Kuwait

• This position was based in Kuwait. Alshamel is a leading TMC, listed in Kuwait stock exchange with operations in 8 locations across 7 GCC countries and a GCC partner for Carlson Wagonlit Travel at 5 locations.• Direct responsibility for Corporate travel (offering online and offline solutions) and Leisure travel verticals and define business plan, strategy for developing B2C and B2B solutionsSenior, General Management role reporting to the ChairmanACHIEVEMENTS• Streamlined… Show more • This position was based in Kuwait. Alshamel is a leading TMC, listed in Kuwait stock exchange with operations in 8 locations across 7 GCC countries and a GCC partner for Carlson Wagonlit Travel at 5 locations.• Direct responsibility for Corporate travel (offering online and offline solutions) and Leisure travel verticals and define business plan, strategy for developing B2C and B2B solutionsSenior, General Management role reporting to the ChairmanACHIEVEMENTS• Streamlined complete work flow processes by restructuring, re-designing a competency based organizational structure, re-assigning roles and responsibilities across all locations.• Introduced automation in day to day work flows and servicing processes resulting in reducing cost of operation.• Managed multiple teams across 7 countries comprising of 150+ employees.• Reduced rework eliminated non-productive activities, inefficiencies that have resulted in improving operational costs.• Introduced new products and services to improve servicing capabilities, controlled revenue leakages and improving the bottom line. Show less

Gurgaon

• This was a short term Project based employment that required working with the local and regional teams to provide Strategic Consulting, including business transformation projects& strategy development.Scope:• Lead Global Project for transition and implementation • Evaluate, Design, Project Manage and implement detailed requirements pertaining to automation and processes. • Set up and support ongoing operations of a Global Fulfilment and Technical Support Centre.Pilot with… Show more • This was a short term Project based employment that required working with the local and regional teams to provide Strategic Consulting, including business transformation projects& strategy development.Scope:• Lead Global Project for transition and implementation • Evaluate, Design, Project Manage and implement detailed requirements pertaining to automation and processes. • Set up and support ongoing operations of a Global Fulfilment and Technical Support Centre.Pilot with one customer and create a robust platform for multi customer fulfilmentACHIEVEMENTSOn time completion and multiple implementations simultaneously Show less

• Part of the management team for setting up the contact centre operations in Gurgaon.• Work on RFP’s, Manage multiple Customer contracts and Relationships across multiple and diverse geographies.• P&L responsibility for multiple and diverse processes and revenue modelsManage Service level agreements.• Transition, Operations and Account management of multiple and diverse teams.Formulating and enforcing the service strategies and constantly enhance customer… Show more • Part of the management team for setting up the contact centre operations in Gurgaon.• Work on RFP’s, Manage multiple Customer contracts and Relationships across multiple and diverse geographies.• P&L responsibility for multiple and diverse processes and revenue modelsManage Service level agreements.• Transition, Operations and Account management of multiple and diverse teams.Formulating and enforcing the service strategies and constantly enhance customer servicingACHIEVEMENTS• Grew from one customer to multiple customers and processes (7 processes from 5 customers) in a span of 2 years.• Managed a team size of 300+ FTE• Transitioned multiple processes from client site to WNS location.• Maintained an employee attrition at<2%• Led a large consultation assignment that contributed significantly towards the site revenues. Show less

• Head the Travel Operations of in house IATA Travel Agency operations and online travel operations of Times of India group.• It’s a start up and all operating infrastructure and procedures are to be established on a B2C platform.• This included, o Develop content and promotions for online saleso Partner with a GDS and develop a online tool for the Corporate Travel bookings.o Hire talented and skilled resources online sales and servicing,o Business Development through… Show more • Head the Travel Operations of in house IATA Travel Agency operations and online travel operations of Times of India group.• It’s a start up and all operating infrastructure and procedures are to be established on a B2C platform.• This included, o Develop content and promotions for online saleso Partner with a GDS and develop a online tool for the Corporate Travel bookings.o Hire talented and skilled resources online sales and servicing,o Business Development through online retail sales, o Negotiate and Contract with key servicing support vendors, o Product Development – work closely with technology team for site development. Service fulfilment Show less

BPO Matrix was a start up back office processing centre managing travel related processes for third party MNC organisations in North America.My role as a Profit Centre Head was been to set up the centre from the very beginning, i.e.,  Hire and train staff  Manage transition,  Interact with the customers Set up work flows, processes,  Define SLA’s and manage all operations.We successfully migrated multiple processes – Data and Voice

• International Travel House is part of the ITC group of companies. Its operations and procedures are ISO 9001 certified.• My role as National Manager entailed complete responsibility for development, growth and profitability of Business Travel. • A network of 10 IATA locations and 40 implants, servicing 250+ corporations and multiple hotel service counters that operated on a 24x7 basis.ACHIEVEMENTSConceived, developed and implemented the automation process for invoice… Show more • International Travel House is part of the ITC group of companies. Its operations and procedures are ISO 9001 certified.• My role as National Manager entailed complete responsibility for development, growth and profitability of Business Travel. • A network of 10 IATA locations and 40 implants, servicing 250+ corporations and multiple hotel service counters that operated on a 24x7 basis.ACHIEVEMENTSConceived, developed and implemented the automation process for invoice generation and collections. This simplified the process, improved turnaround times, and accuracy in invoicing and resulted savings 10 FTE across all offices in India. Show less

Lead member of mid/senior management travel team. Led for multiple cross-functional operational matters, key change initiatives, training needs, BCP planning, etc.Prior to this held several leadership positions:• Manager – Process Improvement, Business Travel – August 1997 to May 1999• Business Head – World Bank Business – April 1995 to August 1997• Leader Travel Operations (North) – Feb 1994 to April 1995• Senior Travel Counselor – WHO (on site location) – Oct 1993 to Feb… Show more Lead member of mid/senior management travel team. Led for multiple cross-functional operational matters, key change initiatives, training needs, BCP planning, etc.Prior to this held several leadership positions:• Manager – Process Improvement, Business Travel – August 1997 to May 1999• Business Head – World Bank Business – April 1995 to August 1997• Leader Travel Operations (North) – Feb 1994 to April 1995• Senior Travel Counselor – WHO (on site location) – Oct 1993 to Feb 1994• Senior Travel Counselor – Travel Operations – August 1992 to October 1993ACHIEVEMENTS• 1993-Successfully retained the customer contract for another 5 years• 1995-Launched and stabilized Galileo (GDS) for front line users and developed the travel data download into back office accounting and reporting system (ASTRA).• 1994-Re organised the onsite team and work flow processes that led to improved customer satisfaction scores and renegotiate the contract for another 3 years avoided a re-bid situation.• 1997-Redefined and standardized the front and mid office processes across all locations in India that led to improved SLA and TAT by 35%• 1998-99-Established a skill based Tele-servicing centre for Travel Services resulting optimum utilization of resources.• 2000-02- Lead for the transitioning the Travel Revenue accounting system. Project required adaptation of Global system to local market regulatory requirements. This transition created a robust foundation for future growth and running a cost efficient operations in the Indian market aligned to Global Standards.• 2001-Received Chairman’s award for quality for designing and executing a virtual card based travel billing product (BTA for third party agents) that led to a significant enhancement in revenues in the first year (6 months) – Amex 2001• 2002-Defined and tested the Business Continuity Plan (BCP) for Travel, Corporate Card and Foreign Exchange services. Show less

Bird Travels is a GSA for Lufthansa in Punjab, Haryana and UPJoined as Counter Executive and moved up to the position of Reservation Manager.Responsible for the operations, sales and servicing units.The job involved coordination of sales, reservation and ticketing between multi location offices across five out station offices in three different states.Full responsibility of sales and servicing retail and bulk purchase customers (Corporate and sub agents) based in Delhi.

Mdp, Finance

Activities and Societies: Finance Management Program

Ba Hons, Political Science

Activities and Societies: Active Sports person, was a basket ball team member. Represented the college in several inter college tournaments

High School, Humanities/Humanistic Studies

Activities and Societies: Sports and Community Services