• Creating Visualizations and dashboards in Excel and Salesforce for identifying process gaps to enhance C-Sat andprocess effectiveness.• Analyzing workflow trends and strategizing and prioritizing the process, performing GAP analysis to check the processgaps and effectiveness, Preparing FRD, BRD, and documenting process lags.• Took an initiative on process automation and prepared wireframe for the process collaborated with IT team and achieved50% accuracy initially followed by 95% accuracy in further attempts.• Worked in Service improvement, Stakeholder management for efficient and smooth process flow.• Done Import/export documentation and workflow management for USGOV shipments with 100% accuracy.• Preparing and managing Productivity macros and Analysing Performance, SLA’s and KPI’s of the team.• CRM- Database management in salesforce and performing the required analysis to determine C-sat and effectiveness.• Delivered 120% productivity with 100% accuracy consistently while handling NAM, EUR/AFR, and WCA regions.

• Customer Experience- Handling and Understanding customer queries and improving customer experience.• C-sat management through time-bound quality based dispute resolution thereby enhancing customer experience.• Sales - Selling travel package combos and Air Tickets by converting queries into sales.• Dispute resolution - Performing RCA and delivering possible solutions in order to resolve disputes.