Principal Accountabilities: o Take overall responsibility & project manage travel implementations (offline & online) – to include moves, closures and ad hoc projects as required by the business.o Be the focal point of contact for the project team during the implementation process.o Ensure the Onboarding process is followed (Pre-assessment through to Post-implementation stage).o Lead the Joint Planning meetings – face to face or conference call depending on client… Show more Principal Accountabilities: o Take overall responsibility & project manage travel implementations (offline & online) – to include moves, closures and ad hoc projects as required by the business.o Be the focal point of contact for the project team during the implementation process.o Ensure the Onboarding process is followed (Pre-assessment through to Post-implementation stage).o Lead the Joint Planning meetings – face to face or conference call depending on client requirementso Ensure all project members are aware of their roles & responsibilities.o Lead weekly calls, normally phone conference and produce call notes & agenda’s.o Ensure the project remains on track, all tasks completed within deadline.o Report and escalate any challenges that may jeopardize project to whomever necessary. Raising Risks on time.o When necessary create communication strategy with Client General Manager(CGM) for review with customer.o Create local Project scope in case the client is local onlyo Execute & drive readiness assessment. Coordinate end to end testing with GSDo Coordinate technical set ups. Conduct post implementation meeting and handover to GSD & CGM.o Share ideas to Improve Implementation procedures/timelines.Skills -o Strong project management & analytical skills.o Ability to lead client meetings & produce presentations.o Demonstrate professional attitude at all times.o Commercial awareness.o In depth knowledge of Business Travel. o Ability to work independently whilst contributing to the overall team objectives.o Capacity to work virtually and strong organizational skillso Excellent communicator at all levels both written and oral.o Change management skills. Attention to detail.o Strong customer relationship skillso Project Risk & Mitigation identificationo Project Change Request completion Show less

The responsibilities included managing and maintaining the Traveler profile process globally for one of our valued global business travel customers. The expectation was to utilize the knowledge of online booking and profile management tools, data transfer protocols and customer requirements and policy to effectively and efficiently manage the day to day requirements of a global profile platform. Key Deliverable -• Proficient across all relevant travel tools available at American Express… Show more The responsibilities included managing and maintaining the Traveler profile process globally for one of our valued global business travel customers. The expectation was to utilize the knowledge of online booking and profile management tools, data transfer protocols and customer requirements and policy to effectively and efficiently manage the day to day requirements of a global profile platform. Key Deliverable -• Proficient across all relevant travel tools available at American Express GBT including, but not limited to, Sabre, Microsoft Office specifically Outlook and Excel, Online booking tool (Get There)• Upload user details directly into OBT sites• Document and track all manually created User ID’s• Upload or extract adhoc user data as required• Decipher OBT fields for both uploads and extracts – often in a short timeframe• Update or deleted users based on Flex HR Feed• Delete users from the GDS for various markets and GDS systems – access and knowledge of multiple GDS systems• Be familiar with Profile Synchronization programming strings and Custom Field configurations• Provide comprehensive reporting as required to customer, client manager and/or operations team.• Implement, administer and monitor project outcomes relevant to customer’s travel policy.• Manage & prioritize workload and communicate to leader or colleagues when outside of agreed service level agreements metric for further assistance.• Ensuring customer response is within agreed service level agreements metric• Maintaining productivity in line with goal metrics, ensuring high quality error free transactions. • Adhoc projects and initiatives based on business and customer requirement.Noteworthy Projects- Created an end to end Project Manual for Profile Management process under the Deployment team. Brought about Automation for Profile Management to upload large data files on the Online Tool (Get There) without much manual effort to save time and reduce SLA. Show less

Being part of the Quality Service Center(QSC) under the CSI desk, I was responsible for analysis of customer service incidents (CSI) and service failures which caused customer dissatisfaction against key performance criteria. QSC used a mixture of analytical and problems solving skills to determine root causes of barriers to customer satisfaction and high level coaching, influencing and communication skills to achieve customer service recovery and educate and impact key… Show more Being part of the Quality Service Center(QSC) under the CSI desk, I was responsible for analysis of customer service incidents (CSI) and service failures which caused customer dissatisfaction against key performance criteria. QSC used a mixture of analytical and problems solving skills to determine root causes of barriers to customer satisfaction and high level coaching, influencing and communication skills to achieve customer service recovery and educate and impact key stakeholders.Noteworthy Projects As part of the Quality Service Centre in AEGBT, I created an end-to end Training manual for the new joiners. FMEA document for CSAT Analysis. KANO Model for CSI Analysis across all markets. Support during Yearly audit processes which is conducted by External auditors.  Introduced sessions for new joiners to understand the Quality Set up in GBT and conducted sessions;- To help introduce QSC and Travel force to inculcate the importance of raising a service issue/feedback with their respective leaders.- To Carry out systematic and rational analysis to identify the root cause of problems. Key Achievements - Rewarded Achievement Points by the Director for excellent feedback from one of the Large market clients. Rewarded Achievement Points by the Client Manager for excellent Feedback from the same Large Market Client. Show less

Senior Analyst - Navigation Support team Profile Summary:  Primarily required to provide Navigational support to the corporate clients working on the on-line booking tools; Serko, Cliqbook, Get There, AxExplore.  Booking accommodations and car hire for the corporate clients. Customer service for their Hotel, Car and Air bookings was part of the profile. Cancellation and Invoice requests. Retrieval of Invoices from online tool as well as GMAXKey… Show more Senior Analyst - Navigation Support team Profile Summary:  Primarily required to provide Navigational support to the corporate clients working on the on-line booking tools; Serko, Cliqbook, Get There, AxExplore.  Booking accommodations and car hire for the corporate clients. Customer service for their Hotel, Car and Air bookings was part of the profile. Cancellation and Invoice requests. Retrieval of Invoices from online tool as well as GMAXKey Achievements Rewarded as Star performer in Quarterly R&R in the year 2012 for Highest CSAT score. Rewarded as Star performer in Quarterly R&R for obtaining CSAT through the Emails process introduced in the Navigation Support Team. Show less

Subject Matter Expert (SME) May, 2006 – Jan, 2010I was associated with this organization for quarter to 4 years. I joined as a Travel Consultant and was a part of Ebookers, a European on line travel portal. I was promoted as a SME for Ebookers’ Retention and Resolution Team, in Sep’08. Profile Summary: Supervisory calls  Handling escalations at the back end  Floor walking and mentoring new joiners. Certifications Certified in GDS training for… Show more Subject Matter Expert (SME) May, 2006 – Jan, 2010I was associated with this organization for quarter to 4 years. I joined as a Travel Consultant and was a part of Ebookers, a European on line travel portal. I was promoted as a SME for Ebookers’ Retention and Resolution Team, in Sep’08. Profile Summary: Supervisory calls  Handling escalations at the back end  Floor walking and mentoring new joiners. Certifications Certified in GDS training for Sabre at GTSC. Certified in Galileo (Basic & Advanced) Show less

Associate for a HR outsourcing-voice process(YSA) Feb, 2005-Dec, 2005 I was responsible for processing medical and dependent care claims for corporate working for companies like, Boeing, Cendant, Sony, etc. based in US. We also provided customer service to all employees pertaining to their contribution towards their claims, re-imbursements and usage of the medical and dependent care account, which is known as Flexible Spending Account.

Profile Summary:I worked as a collections executive for a US based first party collections process for 1 year. Was moved to the Skip Tracing team where, we were specialized to trace AMEX card customers with more than 6 month dues.