Team Manager Refunds (Staff Travel Refunds, Commercial Refunds & Call Centre Refunds)
GBSS - Etihad Airways – Al Ain, UAE (Contractual Staff)
Total years of experience :18 years, 2 Months
Lead a competent team consisted of 27 staff to create an atmosphere of trust and encourage innovations. Administer call centre / staff travel / my ID travel / commercial refunds and escalations in compliance with corporate guidelines.
Key Contributions:
Credited for recovering 80K AED funds by contacting airline staffs via email and then later proceeding with charging amount back from their accounts.
Transitioned call centre refunds from an outsourced company back to UAE.
Part of testing team and setting up new type of form of payment called Travel Bank.
Pilot team in testing air miles application and implementation of refund process - Comarch.
Created applications to meet client’s requirement during transition. Identified and resolved applications, connectivity, and latency issues by carrying out assessment. Used data capturing tool for incentives and drove cross-functional teams. Steered automation with schedule change queues, infant ticketing, and claiming for refunds due to involuntary cancelations. Evaluated reasons for split pay/pay-out to airlines/customer and disputed accordingly by retrieving data from Siebel. Administered airline inventory bugs and non-availability of airline agreements. Collaborated with IT department to establish MSTSC.
Key Contributions:
Introduced and rolled-out innovative ideas for increasing overall ATO ticketing experience.
Addressed ADM queries received from operations perspective.
2013 (Dec) - Present Convergys
Team Lead Convergys handling a team of 39 for TMobile's Lost & Stolen department. Handling escalations, meeting set Quality, CSAT, FCR, NPS and expediting client's request on real time basis.
Achieved the award for 'Best Team Leader' for the month of June which was within 5 months of my tenure in this company.
Key responsibilities:-
Meeting NPS
Meeting CSAT
Meeting FCR
Meeting SLA
Assisting other teams to clear their backlogs when possible
Troubleshooting network related issues.
Handling escalation calls.
Troubleshooting Blackberry & Blackberry network related issues.
Blacklisting & Un-blacklisting the phones from Network.
2012 (Oct) - 2013 (Dec) WNS
Assistant Manager (Team Leader) for WNS Global Services Limited.
Been to UK for transition of new process with Thomas Cook UK. Currently handling Thomas Cook UK's process with a team of 23.
Key responsibilities:-
During transition was responsible for applications setup as per new client requirement.
Worked along with internal IT in setting up MSTSC.
Testing of all desktop related applications to ensure the required applications are able to process.
Setup of Outlook profiles and configurations for all the 55users in this new project.
Spoc for any technical related issues with applications, connectivity and latency issues between WNS & Thomas Cook clients.
Spoc for implementation of data capturing tool for incentives.
Meeting CSAT and exceeding the parameters set by clients
Implemented the SLA as per Time & Motion study and achieving the set SLA.
Implementing new methods to reduce the time span required to complete an activity
Testing and reporting back the bugs and fixes for new tools for Thomas Cook along with TC IT.
Prior to Thomas Cook's team handled a team of 24 for Travelocity- TQ&R - Ticketing, refunds and reissue queues.
Key responsibilities:-
Meeting SLA
Achieving set CSAT and exceeding
Was voted as best VOC for three years
Achieved the best team for revenue saving
Meeting and exceeding FCR
Desktop automation queues for Sabre (GDS)
Reporting bugs on real time basis with the automation queues.
Handling a team who deals with website rejected reservations due to technical issues.
Working with the respective Airlines & Travelocity to fix the bugs and assisting the end customers.
Implementation of new Sabre commands to give a faster productivity for the agents and to shorten the steps taken for processing one transaction.
Daily discussion with Travelocity clients about the total bugs resolved against pending and the total financial loss against advantage.
2007 (Jan) -2012 WNS
Lead Coach Operations for WNS Global Services Limited, Pune (13 Sr.Csa/Csa reports into me)
2006 (Sep) -2007 (Jan)
UA web support agent for Wipro BPO Pune.
2006 (Jun) -2006 (Aug) (Intern)
Symantec Customer Service Executive for SutherLand Global Services Private Limited, Mumbai.
Key responsibilities:-
Assisting the customers to install Symantec anti-virus related products.
Assisting the customer issues through Remote desktop
Troubleshooting windows startup related issues and compatibility.
Troubleshooting with boot loop on pcs and tuning them for a faster startup.
2003-2006: Supervisor Of The Bharat Petroleum Corporation Limited's Official Guest House (On Contract Basis), Mumbai
Maintaining the staff's and their salaries
Maintaining daily accounts of guest house expenditures
Overall Maintenance of the guest house
2001-2003: Cashier with Laxmi Pub and Restaurant, Goa
Maintaining stocks of restaurant
Maintaining stocks of the bar
Bill Collection
Purchase of drinks, snacks & office stationary
Overall maintenance of the Pub & Restaurant
2001-2002: Manager of Anol Heaven guest house, Goa
Supervise staffs
Maintaining staff salaries records
Manage the customer's queries/issues
Maintaining Petty cash for the guest house
Manage the restaurant of the guest house
2000: Did free service at Art of Living Ashram, Bangalore in their data feeding and photo editing section:-
Assist the courses
Data feeding of the students & members & the course details
Maintaining data of teachers and day to day activities done by them
Recording & Collecting audio talks made by the Guruji at the ashram
Bachelor's Degree in English B.P.P from Ignou University (Equivalent to 10+2) Higher secondary from Craven L.M.S.H.S., Kerala. CCNA completed on June 6 2014 (Certification Pending)
