Vishal Varma Email & Phone Number

Mumbai, Maharashtra, India

 Over 25 of experience in the areas of Back Office Operations, Holidays and Travel Agencyoperations with key focus on defining Clients/Partners SLA’s, Standard OperatingProcedures & bottom line profitability by ensuring optimal utilization of resources 20 years in the BPO Operations including Transitions, Service Delivery/Operations, Risk &Compliance & Robotics Automation 6 years in Travel Agency domain including Holidays, MICE, Business Development,Reservation and Ticketing Proficient at leading large and diverse teams, with current span of over 150 employeesspread across multiple SLAs Specialize in applying problem solving and troubleshooting skills to meet client needs Excellent interpersonal & structured communication with proven abilities in teammanagement and customer relationship management

Mumbai Area, India

• Steer and lead the entire data processing for Contact Centre and the Refunds operations for the leading UK Airlines.• Build client confidence with operational efficiencies to farm for additional business• Coordinating with the UK team to sort system / application issues and risks to ensure smooth operations and timely deliverables• Multi-functionality planning within the team to achieve optimum results and support operational contingencies• Manage new migrations-ensuring seamless transition with excellent CSAT scores• Recommend process changes to internal and external SLA owners to enhance process improvements• Assessing customer feedback, evaluating areas of improvement & providing critical feedback to the staffs on improvement & achieving higher customer satisfaction matrices• Managing team functions viz. Manpower planning (Capacity Management & Utilization), Induction, Performance appraisal, Training, SKIP, Fun activities, etc • Efficiently conducted operations & outlier management reviews with TLs / AMs & formulate improvement plans• Maximize revenue through increased sales; decrease costs through efficiencies; consolidating and automating where appropriate and improving customer experience• Generating Timely and accurate information - Reports, Performance, Billing / Recharges and analysis on the P&L of the SLA’s• Complete ownership of SLA and COF ensure that they are live and signedKey Accomplishments• Successfully completed the Project Discovery phase of transition of a leading Australian Airlines• System migration project completed 3 months before deadline• Transition of current Refunds processes to Centre of Excellence (CoE) Refunds• Farmed for additional business of more than INR 50 lakhs per year based on operational efficiencies highlighted• Consistently met CSAT (Customer Satisfaction) score of over 9 since Jul’15

Mumbai Area, India

Operations:• Strategic consulting including business plan and sales strategy development• Vendor selection and management• Event management and organization for MICE groups• Defining the organizational hierarchy along with job profiling• Designing staff growth map with well-defined toll gates• Developing training plan & succession planning• Employee engagement activities initiated, planned and executedFinance:• P&L management• Vendor paymentsSales:• Acquiring new clients• Farming for additional business from current client• Setting up branches in East, West and North India as revenue generating unitProduct Development:• Pioneering Group Tours to Europe and Australia• Introduction of prepaid travel voucher concept for corporate clientsKey Accomplishments• Acquisition of new corporate accounts included, Podar School, Amex, Vodafone, Axis Bank, Ascent Meditech Ltd., Anchor Electricals,• Structural set up and streamlining of the operations unit Pan India• Pioneering Group Travel in Akbar Holidays• Increasing the gross profit from 6% (2008-09) to over 9% (2009-2014).• Customer satisfaction rate improved from 78% to 94%• Setting up MIS

Operations Manager – Cox & Kings Customer Service Project• Selling operational efficiency to client to procure additional business• Conducting monthly performance review with the client• Managing entire travel account P&L with attention to essential criteria for net profit, • billing numbers, shrinkage, salaries and petty cash expenditure• Recognizing potential development and training opportunitiesKey Accomplishments• Generated a revenue of 5 crores per month• Developed BCP (Business Continuity Plan)• Streamlined client reporting structure• Offered expertise with regards to Fares, ticketing and customer service orientation.

Mumbai Area, India

Group Leader – Leading SE Asian Airline for Reservation & Ticketing Project for UK & AU• Leading a team of 30 agents to manage PNRs (new & existing) / cancellations / refunds / voluntary & involuntary changes / flight disruptions via Calls, Emails and Reservation system • Ensure “One call resolution” by dealing customer queries promptly and accurately• Ensuring SLs are met on a timely basis by Real Time Monitoring adherence on the floor• Ensuring staff efficiency by continuous monitoring, maintaining performance trends, conducting in house process based trainings, refreshers, huddles, etc.• Implemented multifunctional trainings plans to ensure coverage during operational exigencies • Was a key member of the project team that led the transition of new queue- Flight Disruptions (MARS- AU, NZ, UK, SS & US and ROW) • Published dashboards to key stakeholders both internal and external on key metrics, way forward and next steps• Handling Customer grievance and InvestigationsKey Accomplishments• Preparing the Work Instruction Manual for the email process. • Imparted training on world geography and ticketing. • Streamlining the email process with an improvement in turnaround time from 88% to 99.6%.

Mumbai Area, India

Team Manager – Leading European Airline Refund Project for North America• Part of the core transition team for the Refunds Transition• Managing day to day operations• Roster planning• Managing the team’s P&L• Conducting product training• Monthly conference call with the process owners to discuss the team’s performanceKey Accomplishments• Prepared the training manual for the Refunds team. Certified from the clients end.• Received appreciation for developing in depth manuals, branded as the “REFUNDS BIBLE”. • Generating hard savings of GBP 44000.00 during the financial year 2005-2006• Streamlining the training process & reducing the training cycle by 150:00 hrs in a year • Excellence in Corporate Social Responsibility at WNS• Certified process trainer for refund and fares, specializations on US Sectors.

Mumbai Area, India

Mumbai Area, India

Diplloma In Travel & Tourism, Travel

Education record