Customer Success Head
Mobikon PTE
Total years of experience :21 years, 2 Months
Mobikon PTE ( Start Up) - Leading Customer Engagement & Analytics platform that enables the Restaurant Industry to Engage Customers, Gain Insights & Drive Revenue through Big Data & an automated CRM Platform
DJUBO is a cloud based SaaS based company which offers 360 Hotels Sales Platform. Djubo manages booking confirmations, room hold requests, room queries, online channel partners, booking engine, payment follow up, Direct rates and inventory management with all domestic and international OTA and offers seamless integrations with Google Hotels, Trip Advisor Air BnB and much more through a single interface.
Product Offerings:-
Cloud PMS, CRS,
• Lead the Sales Center of Excellence ( COE) at Yatra.com
• Managed BD for north India (Delhi, NCR, Rajasthan, Chandigarh) for Yatra Holiday Advisor.
• Processes Managed-International Flights (Inbound- OFFLINE SALES, Outbound - ONLINE REJECTION PRQ TEAM.GROUP, CHAT, CLICK2CALL& SERVICE)
• Well versed with development and implementation of operations, sales and back office processes, procedures and systems.
• Analysis of Sales Targets Suggestions, feedback and concerns related to their respective sales requirement.
• Managed a team of 50- 70 FTEs With 10 DRs in yatra.com. Motivate sales and service staff to active there monthly targets on regular basis.
• Lead the Sales Center of Excellence ( COE) at Yatra.com
• Managed BD for north India (Delhi, NCR, Rajasthan, Chandigarh) for Yatra Holiday Advisor.
• Processes Managed-International Flights (Inbound- OFFLINE SALES, Outbound - ONLINE REJECTION PRQ TEAM.GROUP, CHAT, CLICK2CALL& SERVICE)
• Well versed with development and implementation of operations, sales and back office processes, procedures and systems.
• Analysis of Sales Targets Suggestions, feedback and concerns related to their respective sales requirement.
• Managed a team of 50- 70 FTEs With 10 DRs in yatra.com. Motivate sales and service staff to active there monthly targets on regular basis.
• Initiate up skilling and cross training the workforce and guiding them with systems and procedures.
• Coordinating with sales agents pertaining to clients requirements ensuring timely reverts & service to Customers.
• Active involvement in developing the process, forecast & productivity analysis;
• Providing assistance to team in achieving Sales Targets on regular basis
• Liasoning between sales, customer care, quality and the other departments.
• Active follow up with the sales agents on regular basis to generate maximum business & maintaining a qualitative relation with the team leading to successful & smooth running of the operations.
• Conducting meeting with the juniors on weekly and monthly basis to handle routine, case specific queries & team grievances.
• Handling reservations team for leisure travelers, groups and Delegations.
• Compiling and analyzing the productivity of the team on regular basis.
• Handling problems and escalations.
• Conflict Management.
Managed the sales department (OFFLINE SALES, ONLINE REJECTION PRQ TEAM).
•Well versed with development and implementation of all sales & service, sales and back office processes, procedures and systems.
•Assisted in achieving sales target on regular basis.
•Trained new agents about the process and systems linked to the sales process
Managed the entire sales and support call center.
•Worked on flights & OBT reservation for operations with client satisfaction.
•Planned Company’s advertisement for print and web.
•Maintained weekly sales reports of sales agents to ensure target achievement.
•Others
Among Top 10 UK Based Travel Comp .
• Handled and guided the sales team.
• Shift in-charge responsible for reservation & sales for and client satisfaction.
• Handled group queries and OBT and FIT queries.
• Maintained good relation with the repeat clients and ensured to provide immaculate service & best deal to new clients in order to achieve customer loyalty from their end.
in the UK Head Office.
•Handled Walk in clients for new and existing reservations along with escalations.
•Interacting with clients, providing them with the best possible package that suits their requirements.
•Responsible for achieving weekly and monthly targets on regular basis.
•Handling promotions and escalations.
•Taking care of back to back calls.
•Maintaining good relation with the clients.
EBOOKERS (
Interacting with clients, providing them with the best possible package that suits their requirements.
•Providing detailed information to clients about various destinations.
•Selling of all outbound and inbound airlines tickets, car hire, insurance, hotels, attraction passes & Group and Fit packages especially for clients from UK & India.
•Keeping a record of all the aspects related to the travel of the passengers- right from creating the PNR till the final delivery of the tickets in excel with regard to PNR no., Invoice, Sale, Date, method of delivery, Airlines etc.
•Exceeding Monthly targets as assigned by management from time to time.
(Hons.) from Delhi University , Bhagat Singh College