Country Head
Musafir
Total years of experience :22 years, 0 Months
Heading end to end operations at KSA
Responsible for profit generation of 5 Million USD annually
• Tech Projects - CRM Development
• MIS design and revamps as per business requirements
• Telephony dept. insights and guidance for Marketing, Ops and Cost Reduction
• WFM Analytics for New Revenue Based Opportunities like Meta, Prm Customer Team, Skillsets Alignment, Queue Management, Calls Overflow, Call Routing
• Maintaining Headcount Vs Targets Vs Manpower Requirement
• Target based hiring as per new business acquisition and volume of existing
• Cross training across business models
• Operations related tasks - Targets Distribution (CHD & GGN) & Achievement, Appraisals, Designing Incentive Plans, Attrition, People Management, Maintaining thresholds for Abandancy, Utilization, Occupancy
Providing consultancy to GLG clients for start up, off shore Travel Business, Travel
Industry/Contact Center Technology
Key Responsibilities
• Defining the targets for the Mangers, AM & Team Leader each month for the
following
o Revenue/Agent/Month - CS (5, 500 USD) | Exchanges (23, 000 USD)
o Ancillary Products (Hotel/Car/Insurance) /agent/month- 5
o New Bookings/Agent/day - 3
o Calls/Agent/Day - 35-40
o Average Handle Time - 11 Mins
o Utilization - 90%
o CSAT - 90% | Quality - 85%
o Leave Percentage
Etihad Airlines
Key Responsibilities
• Responsible for maintaining the SLA as agreed with the client
• Conducting floor meeting, defining targets for the team using Time & Motion Study
• Quality Checks on a random basis
• Training the new hires and refreshers for the agents as per the requirement
• Responsible for Attendance, Leave Management and administrative jobs like
Transport, Team Budget etc
• Process Migrated: - TTT conducted by clients onshore
1. Enrolment in FF programme
2. Retro (Updating Miles on the Software)
Projects Undertaken:
• Designed the MIS Reports as per the client’s specification e.g. the Weekly Report to
showcase the past weeks performance to the client
• Designed the SLA calculator to check the MTD SLA at any point of time. This tool
acts as aid for the weekly reports
• Database for tracking the customer’s application on excel using V-Lookups. Useful
tool to track down the application for any discrepancy raised by the customers.
Corporate Travel ITG
Key Responsibilities
• Assisting the Team Members in processing the special requests/modification of PNR,
setting up exchanges or refunding the air tickets using Sabre Software
• Responsible for updating daily MIS report, forwarding Monthly Report and individual
agent rating
• Level 1 point of contact for any Technical Issues
• Monitoring and Quality Checks as per specifications to minimize errors
• Conducting floor meetings, mentoring and coaching team members
Projects Undertaken:
• GB Project for Improvement on Auto Ticketing Rejects - Apr’05 to Sep’05
• Conducting All Employee Six Sigma Training for new hires
• Created the MIS Tracker for the process
Butler’s Department
Key Responsibilities
• Personal assistance to the VIP guests
• Taking care of any special needs for the VIP guests
• Responsible for the replenishment of the complimentary amenities by F&B dept
from
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Reservations & Ticketing at Vertex ◼ Extensive Knowledge of Sabre & Amadeus ◼ 3 Months in-house training for Sabre at Amex Development Trainings ◼ Green Belt Training