Sameer Shah Email & Phone Number

Delhi, India

Delhi, India

Results-oriented Travel Process Improvement Expert with over 15+ years of experience in the travel industry. Expertise in identifying inefficiencies and developing tailored solutions that streamline operations and enhance customer satisfaction. Proficient in project management, process mapping, and change management, with a track record of successfully leading cross-functional teams. Skilled in leveraging technology and analytics to support data-driven decision-making. Dedicated to fostering a culture of continuous improvement and innovation within travel operations.Strengths:1. Established reputation for delivering successful sales/customer service projects from concept to execution.2. Sustained focus on improving the quality of assets and services to strengthen relationships with customers and partners.3. Results-driven team

Gurgaon, India

• Responsible to manage business losses from different LOBs and working with stakeholders to implement controls.• Implementing business solution with stakeholder to major customer issues and pain areas.• Working on improving CRM solutions to record and highlight areas requiring improvement• Responsible to monitor feedbacks related to MakeMyTrip mobile app.• Interacting with high profile customers to understand different prospective of business decisions.• Build a strong base of repeat business and serve as the #1 online travel portal (address customer grievances on Social/ Forum platforms for customer retention). • Handling team who are responsible to handle escalations/Complaints posted by customers on Social/Web Forums (Facebook/Twitter/Forums). This also involves monitoring the responses posted by team and keep a close watch on average First response TAT and Closure TAT to ensure quality work and timely acknowledgement and closure of complaints. • Handling team who are responsible to handle incoming calls and making outgoing calls , Handling Email communication with customers and support functions “ Customer Relationship MANAGEMENT “. Giving First Contact Resolution FCR to all the customers.• Co-ordination with development team and call in new vendors to improvise in building new tools to handle complaints on Social and forum platforms.• Assist legal team in handling cases where passenger have selected legal platform to seek resolution.• Training fresh batches especially pilot batches in-house and at Outsource locations on Product and Process across LOB's. Preparing Training Modules and conducting assessments as per company policies.• Responsible to handle appraisals and performance metrics for direct reportees• Managing various dashboards and reports for different LOB stakeholders.

Handling Pan India corporate clients.Controlling and analyzing and minimizing business loss.Coordination with all departments/Vendors/Partners concerned to ensure smooth functioning and better TAT in resolving customer.Directly co-ordination with vendors/suppliers/banks to get the issue resolution.Handling clients and design itineraries as per their requirement. Also extending complete service support to our esteemed customers.

.Handling client escalations. As learning, suggest and implement process enhancement as the next step of Sharing the case synopsis of every case post resolution.Contracting with Vendors/Hotels/Partners to get the best deals.Directly co-ordination with vendors/suppliers/banks to get the issue resolution.Handling clients and design itineraries as per their requirement. Also extending complete service support to our esteemed customers.Resolves in-depth queries in a methodical manner independently and with internal and external business partners to find appropriate resolutions, efficiencies and high level of quality.Enjoys sharing knowledge and encouraging development of others to achieve specific team goals. Refined planning and organizational skills that balance work, team support and ad-hoc responsibilities in a timely and professional manner.

10+2, Science

Advanced Ticketing, Tourism And Travel Services Management

10Th, General