Sanjeev Kumar Email & Phone Number

Toronto, On, Ca

Mumbai, Maharashtra, In

New York, Ny, Us

• Built and managed a global team of product and technology professionals for the #2 flight OTA in North America, developing product strategies and business solutions• Led an extensive undertaking to implement Next-Generation Business Automation within the company, upgrading technologies to include Conversational AI, Voice Integration, Robotic Process Automation (RPA), Payment Processing, Fraud Prevention, and Refunds Automation, creating new revenue opportunities and cost efficiencies • Established a transactional messaging platform for email and SMS channels, monetizing it to generate multi-million dollar revenues • Procured term agreements, negotiating volume-based discounts with the company’s Communications platform provider, reducing SMS messaging costs substantially• Encouraged Chat messaging and implemented Conversational AI solutions, enabling Agents to conduct multiple conversations simultaneously while offering consumers diverse support options, doubling chat revenues while significantly decreasing chat handling times

Calgary, Alberta, Ca

• Managed a large team of Business Analysts for the 2nd largest carrier in Canada, leading technology-driven growth initiatives while managing product strategy, vendor relations, Next-Generation digital tools and capabilities, UX design, and cross-functional stakeholder management• Collaborated in launch of the PMO, outlining and upholding standards for project management within the company, producing innovation pipeline framework, optimizing product strategy, and driving high-ROI initiatives by maturing business analysis capabilities and evaluating best practices• Ownership of WestJet vacation’s technology platform, working closely with the system provider to merge flights and hotels into full-scale vacation packages, aiding software setup for the Contact Center in conjunction with a website for enhanced customer experience, significantly increasing channel share of online vacation bookings• Spearheaded SLA management and relations with reservation system providers, partnering with software vendors to upgrade technology in the effort to minimize downtime and obtain higher service levels, successfully achieving technological advancements and securing a 99.9% SLA during contract renewals• Organized an RFP and replaced an underperforming RMS system, utilizing cross-functional and executive collaboration to determine business requirements and transform them into technological solutions that accelerate internal efficiencies, maximizing revenue per flight by optimizing passenger class combinations and enhancing turnaround response times on group fare quotes and bookings

Toronto, Ontario, Ca

• Responsible for travel technology at the biggest coalition loyalty program in Canada with a focus on miles redemptions, recruiting and integrating a new hotel inventory supplier to offer customers lower rates during introduction of profitable hotel and car-booking solutions, while maintaining oversight of web-based and data warehousing solutions, agile development, and driving overall business automation to streamline productivity

Dubai, Ae

• Managed 8 direct reports for a UAE flag carrier operating across 80 countries and conducting 3.5K+ flights a week, establishing online transactional platform and implementing innovative payment technologies, heading vendor management and RFP proposals, product strategy and customer service, achieving the highest possible performance review ratings for 6 consecutive years, while maintaining a multi-million dollar budget• Grew E-commerce business from the ground up, modernizing emirates.com to provide self-servicing tools within online booking and booking management, eliminating intermediaries by creating a direct-to-customer interaction channel through redesigned websites that includes innovative solutions, speaks to 60+ countries with 15 diverse languages, and contributes 10%+ of the annual revenue for a multi-billion-dollar airline

Mba, Masters In Business Administration

B.Tech., Electronics Engineering

High School