Assistant Sales Manager
Travel BPO - Serco Global Services Pvt. Ltd
Total years of experience :7 years, 11 Months
Roles in Serco
Feb 2012 - Till Date - Asst. Manager (Ebookers - offline Sales)
April 2009 - January 2012 - Team Leader (Ebookers - Offline Sales)
August 2008 - March 2009 - Subject Matter Expert (Ebookers - Offline Sales) June 2006 - July 2008 - Travel Sales Consultant (Ebookers - Offline Sales)
Span of Control
Asst Manager - 52 Agents, 3 Team Leaders, 4 Team Coaches & 2 Quality Analysts.
Team Leader - 15 Agents & 1 Team Coach.
Leading the Sales Team
Client Services
Process Improvement
Administrative Tasks
Responsibilities as Travel Consultant
Responsible to build travel itineraries for all customers.
Building Multi stops / open jaw / double open jaw air fares / holidays.
Selling hotels / Car hire / Insurance to Ebookers customers.
Focus on up sell / Cross sell. Selling with benefits and maintaining Ebookers client data base.
Handling Changes and reissue cases.
Working on Schedule change queues (Customer/Airlines) Handling denied reservation cases and providing solution to customers.
Handling Reject PNR cases.
Coordinating with Galileo helpdesk for improvements.
Achievements
Have been meeting all client specific SLA since February 2012.
Have also shown YOY growth in booking numbers and conversions. Successfully designed and executed project to reduce retail loss in Sales. Controlled attrition rate for 2012 exceptionally by creating a transparent and mutually beneficial environment and team bonding activities.
Redesigned the Incentive structure to achieve the process goal with maximum employee satisfaction.
Awarded the best Team Leader in the year 2011.
Streamlining existing processes to enhance efficiencies while minimizing operational time / costs.
Gained expertise on Galileo-Central Reservation System Certified as Destination expert for - USA, AUSTRALIA & New Zealand, Thailand, Oman & Dubai.
Client Support
Responsible for self performance target with MNI (Manufactures News Inc.), USA clients.
Achieving the set monthly target for the updation and corrections received.
Responsible for arranging briefings to generate the awareness amongst the new team members on the trouble shooting steps of the process.
Conducting Pre-shift briefings on a daily basis.
Mentoring and later monitoring the performance of the new Team-members.
Assisting the mediocre performers in the team to achieve the set monthly targets.
Training & Development:
Mentoring and developing other CCEs.
Part of the pilot group to initiate a new quality form.
Conducting Quality Sessions for the New Batches.
Training agents on a few selected modules.