The journey to establish Hamana Recruitment Services Pvt. Ltd. began during my extensive career in the travel BPO industry, where I witnessed the struggles faced by underrepresented communities in accessing quality employment opportunities.After over a decade of leading teams and driving customer excellence at various companies, including my role as a Team Leader at Teleperformance, I left the organization in April 2020. This transition coincided with the onset of the COVID-19 pandemic,… Show more The journey to establish Hamana Recruitment Services Pvt. Ltd. began during my extensive career in the travel BPO industry, where I witnessed the struggles faced by underrepresented communities in accessing quality employment opportunities.After over a decade of leading teams and driving customer excellence at various companies, including my role as a Team Leader at Teleperformance, I left the organization in April 2020. This transition coincided with the onset of the COVID-19 pandemic, which presented unprecedented challenges for many. I saw firsthand how talented individuals, particularly from marginalized backgrounds, were left without work or guidance, their potential largely untapped.Recognizing the unique skills within these communities, especially in Northeast India, I felt a profound responsibility to take action. Over the next three years, I dedicated myself to researching, planning, and building the foundation for Hamana. My vision was to create a recruitment service that not only connected employers with qualified candidates but also empowered underrepresented talent to overcome systemic barriers in the job market.In March 2023, after years of hard work and determination, Hamana Recruitment Services was officially founded. Our initiatives, Sitiwork and Sitiworker, focus on bridging the gap between skilled professionals and employment opportunities while championing diversity and inclusion.Through Hamana, I strive to transform lives by fostering an inclusive job market where every individual has the chance to succeed. This journey has been a testament to my commitment to driving social impact and economic growth, and I am excited about the future as we continue to rewrite the narrative around recruitment and inclusivity. Show less

As a Team Leader for the Carlson Wagonlit Travel process at Teleperformance, I managed the Global Price Tracking and Hotel Rate Tracking Team, focusing on maximizing savings for our B2B clients. Using the internal tool Yapta, we received notifications about fare decreases, allowing us to rebook passengers at lower prices while generating commissions.Roles and Responsibilities:Operational Oversight: Led the team in managing the queue generated by Yapta notifications, ensuring timely… Show more As a Team Leader for the Carlson Wagonlit Travel process at Teleperformance, I managed the Global Price Tracking and Hotel Rate Tracking Team, focusing on maximizing savings for our B2B clients. Using the internal tool Yapta, we received notifications about fare decreases, allowing us to rebook passengers at lower prices while generating commissions.Roles and Responsibilities:Operational Oversight: Led the team in managing the queue generated by Yapta notifications, ensuring timely action on fare reductions.Coaching and Mentoring: Focused on enhancing team members' skills in fare tracking and customer service.Performance Monitoring: Ensured targets for Turnaround Time (TAT), Quality, Productivity, Attendance, and Shrinkage were met consistently.Reporting: Analyzed performance reports to track progress, identify trends, and recommend improvements.Key Metrics Management: Oversaw metrics like Conversion Rates, Service Level Agreements (SLAs), and Average Handling Time (AHT).Communication and Updates: Maintained the Early Warning System (EWS) tracker and ensured transparency in performance metrics.Cross-Department Collaboration: Worked with sales, customer service, and IT to streamline processes and enhance communication.Crisis Management: Handled escalated customer issues, ensuring swift resolutions and high satisfaction levels.Daily Planning: Utilized the TOPS model to prioritize tasks and develop team skills.During my time at Teleperformance, the COVID-19 pandemic presented significant challenges, demanding rapid adaptation. This experience deepened my understanding of operational dynamics and inspired me to establish Hamana Recruitment Services, where I connect employers with underrepresented talent from Northeast India, leveraging insights from my career. Show less

As a Team Leader at Radical Minds, I oversaw team performance and managed day-to-day operations, ensuring our customer service standards aligned with those established during my tenure at Goibibo. My team focused on providing essential support to travelers while I embraced additional leadership responsibilities.Operational Management: I managed daily operations, creating reports to update the company on team progress and performance metrics, analyzing data to identify areas for… Show more As a Team Leader at Radical Minds, I oversaw team performance and managed day-to-day operations, ensuring our customer service standards aligned with those established during my tenure at Goibibo. My team focused on providing essential support to travelers while I embraced additional leadership responsibilities.Operational Management: I managed daily operations, creating reports to update the company on team progress and performance metrics, analyzing data to identify areas for improvement.Performance Assessment: I assessed Key Result Areas (KRAs) for team members, providing regular feedback to motivate and guide them in achieving individual and team goals, crucial for maintaining high customer satisfaction (C-SAT), productivity, and service quality.Discipline and Punctuality: I ensured team members maintained floor discipline and punctuality, fostering a professional environment and addressing issues promptly.Service Level Maintenance: I monitored key performance indicators, including Service Level Agreements (SLAs), Talk/Wrap Time, and overall customer satisfaction levels, ensuring consistent service delivery.Coaching and Development: I provided ongoing coaching and support, encouraging team members to enhance their skills and improve service quality through training sessions and best practices.During my time at Radical Minds, I streamlined processes, enhancing operational efficiency. This experience led to my next role at Teleperformance, where I managed the Carlson Wagonlit pilot process, marking a significant leap from the domestic Indian market to the international U.S. market.Previously, while at Serco, I managed operations for the U.S. client Orbitz.com, gaining valuable insights into the nuances of serving international clients. This cumulative experience has equipped me with a comprehensive understanding of both domestic and international customer service dynamics, further advancing my career in the industry. Show less

As a Travel Consultant at Goibibo, I was dedicated to providing exceptional support to travelers, ensuring their experiences were smooth and enjoyable. My role encompassed a variety of responsibilities aimed at enhancing customer satisfaction and resolving inquiries efficiently.Customer Support: Provided timely assistance for bookings, cancellations, and travel inquiries.Issue Resolution: Efficiently addressed and resolved customer complaints and concerns.Customer Satisfaction:… Show more As a Travel Consultant at Goibibo, I was dedicated to providing exceptional support to travelers, ensuring their experiences were smooth and enjoyable. My role encompassed a variety of responsibilities aimed at enhancing customer satisfaction and resolving inquiries efficiently.Customer Support: Provided timely assistance for bookings, cancellations, and travel inquiries.Issue Resolution: Efficiently addressed and resolved customer complaints and concerns.Customer Satisfaction: Strived to enhance customer satisfaction scores (C-SAT) through personalized service.Average Handling Time (AHT): Managed call handling to maintain optimal AHT without compromising service quality.Clear Communication: Maintained professional communication across phone, email, and live chat channels.Booking Management: Assisted customers with reservations, modifications, and travel options.Feedback Collection: Gathered customer feedback to identify areas for service improvement.Documentation: Accurately logged customer interactions and resolutions in the CRM system, conducting Root Cause Analysis (RCA) for recurring issues.Interdepartmental Collaboration: Worked with other departments to resolve complex issues and improve service delivery.Crisis Management: Effectively managed travel disruptions and emergencies, providing timely updates and support to customers.During my tenure at Goibibo, I developed a strong foundation in customer service and operations. After this experience, I transitioned to Radical Minds as the business was outsourced there, where I took on the role of Team Leader. In this position, I oversaw operations and ensured that the high standards of customer service were maintained, driving team performance and contributing significantly to enhancing service quality, further advancing my career in the industry. Show less

As a Back Office Executive at Orbitz.com, I was responsible for processing and issuing air tickets in a fast-paced back-office environment. My role was crucial in ensuring that retail and B2B/B2C customers received timely and accurate ticketing services.Ticket Issuance: Efficiently processed air tickets and confirmed waitlisted seats, ensuring accuracy in all transactions.GDS Management: Monitored GDS queues for schedule changes and cancellations to keep customer bookings… Show more As a Back Office Executive at Orbitz.com, I was responsible for processing and issuing air tickets in a fast-paced back-office environment. My role was crucial in ensuring that retail and B2B/B2C customers received timely and accurate ticketing services.Ticket Issuance: Efficiently processed air tickets and confirmed waitlisted seats, ensuring accuracy in all transactions.GDS Management: Monitored GDS queues for schedule changes and cancellations to keep customer bookings updated.Invoicing: Generated invoices promptly and tracked payment collections to maintain accurate financial records.Quality Assurance: Conducted quality checks before ticket issuance to minimize errors and prevent financial loss.Non-GDS Management: Manually uploaded non-GDS tickets and created booking cards as necessary.Reporting: Documented discrepancies and reported them to the operations manager, analyzing trends for process improvement.Operational Support: Assisted internal teams with fare and ticketing inquiries, providing reliable information on complex fare rules.Special Requests: Handled special airline requests like extra seats and meal arrangements by liaising with airlines directly.Timeliness: Addressed all queries within a 12-hour timeframe, ensuring high levels of customer satisfaction.Through my work at Orbitz.com, I developed a solid foundation in ticketing processes and back-office operations, significantly contributing to team efficiency. However, I realized that I wanted to be more involved in direct interactions with customers or airlines, as I found great fulfillment in providing personalized service.When an opportunity arose with Goibibo, I immediately joined, eager to transition into a role where I could engage directly with customers and enhance their travel experiences. This shift marked an exciting new chapter in my career, aligning with my passion for customer service and sales in the travel industry. Show less