Sarvesh Tiwari Email & Phone Number

India

Volantio is a B2B enterprise SaaS company based at US. Leading the customer success program for the accounts in APAC. Accountable for engagement, success and growth of the partners and organisation.Conducting effective Executive / Quarterly Business Review (QBRs) and conveying critical andmeaningful insights related to success parameters, platform deliverables and value creation.Collaborating with key stakeholders and cross-functional team to communicate and aligning thecritical priorities and deliverables of customers.Monitoring key success metrics, gathering feedback for product enhancements, and understandingcustomer expectations. Performing detailed analysis to drive actionable insights for customers.Building strong relationships with customers and influence key decision makers to adopt bestpractices.Understanding the evolving goals of individual customers, and aligning strategies to optimally utilisethe platform capabilities.

Mumbai, Maharashtra, India

Accountable for Safe, Customer friendly and Cost effective of airline's Ground operations for entire network (29 domestic and 9 international stations, approx. 1500 employees).Stakeholder management, Government and regulatory body liasoning, and public relations.Worked closely with various vendors including negotiation, Contract management, Service level agreements (SLA) and performance review.Established and administered annual budget with effective controls to prevent overages, minimise burn rate and support sustainability objectives.Enhanced customer engagement and resolved issues impacting customer experience.Designed modern employee recognition program which boosted productivity and improved morale. Conducted performance reviews each quarter, offering praise and recommendations for improvement.Delivered business strategy and developed systems and procedures to improve operational quality and team efficiencyExpanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.Carried out business operations risk assessment and aligned effective mitigation measures. Crisis and Incident management involving customers, employees and organization.

Gurgaon, India

Designed station start-up project work flow for On Time delivery of projects and reduction of time.Assisted operations teams at global international sites through regular online reviews and meetings.Coordinating and resolving contractual issues with internal and external stakeholders like government officials, regulatory bodies of different countries.Managed station launch projects for nine International stations for the airline.

India

Headed various airports for 9.5 years with 875 weekly flights and 650+ employees.Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills. Worked on NPS target score and showed improvement by process changes.Implemented innovative programs, including trainings and process improvement to increase customer appreciation and reduce complaints.Liaisoning with government agencies, vendors and Airport Operator for aligning regulations impacting business.Ensuring hassle free and timely delivery of all ground services to every customer. Achieving station KPIs.Performance Management, Conducting appraisals, Employee engagement, fair and transparent work culture. Negotiating contract terms and conditions, services and SLAs, agreement clauses along with Procurement, Contracts and Legal teams. Monitoring the service delivery and aligning the vendors to meet requirements.Handling emergencies and contingencies, and crisis management at station.

Mumbai

Overseeing security operations for Mumbai station for airline as Security Incharge.Designing and Implementation of all security measures as per guidelines of Regulator (BCAS).Monitoring security functions and ensuring regulatory complianceEmployee engagement, performance management, conducting appraisals.Security and Administrative set-up of newly launched stations.

Mumbai Area, India

Worked as shift in-charge and carried out supervisory functions.Assisted the Regional Manager (Security) – Western Region, in managing all theadministrative and operational functions.

Master Of Business Administration - Mba, Business Administration And Management, General

Post Graduate Program In Management, Business Administration And Management, General

Management Development Programme, Leadership Development

Attended Four Day Leadership Development Programme at ISB, Hyderabad

Education record

Bachelor Of Science (Bs), Mathematics And Statistics