Team Lead
CARLSON WAGONLIT TRAVEL
Total years of experience :15 years, 11 Months
Role and Responsibilities:
•Improve and Maintain the Voice of Customer Scores (CSAT Scores)
•Training new Hire Batches if required
•Initiated process improvement initiatives by identifying service delivery gaps & designing solutions for the same
•Perform effective business case analysis and present results to senior management
•Supervising a Team of Trainers & Coaches
•Supervise the Audit work to ensure the Audit targets are achieved by the quality coaches
•Improve and Maintain the Compliance (Quality) Audit Scores
•Create and Present the Weekly Review Deck on Coaching, Compliance and Voice of Customer scores for the Senior Management’s Consumption
•Conducting Activities on the Floor to Motivate Employees (Part of Employee Engagement Team)
•SPOC for on Boarding New Hire Consultants (POS)/Quality Coaches in the Org
•Look for Possible Process Improvement Areas and Initiate Improvement programs by following the Six Sigma Methodology
•Taking Feedbacks from Internal LOB’s to maintain Customer Satisfaction
Quality Coach
Role and Responsibilities:
•Conducting Audits as per defined target
•Weekly Huddles
•Conducting Calibration twice a month
•Publishing All Reports in a timely manner to the respected stakeholders
•Performing Transactions each week to keep myself updated with all updates/ changes in process
•SPOC for handling NPS for POS
•Checking SOP’s every month and updating it with new updates
•Taking new hires training & OJT
•Conducting Activities on the Floor to Motivate Employees
Travel Counselor Oct’07 - Jul’09
Role and Responsibilities:
•Taking calls for IN, SG, AU, MY & HK Market
•Working on emails
•Taking care of Relocation Bookings (End to End Process)
•Issuing & Reissuance of Tickets
•Handling Escalation Queries
•Mentoring & Supervising Juniors
Role and Responsibilities:
•Monitoring group flight space & schedules for Educational Tours originating out of U.S.A (target market)
•Responsible for streamlining processes in order to provide a competent and customer friendly environment
•Pricing of both group & free-sold records in Amadeus
•Timely Updating and maintenance of records appearing in QUEUES
•Attaining and maintaining targets set by organization/department
•Liaising with various Airlines
•Timely Co-ordination and Communication with other departments
•Mentoring and Supervising juniors
Achievements
•Have been awarded for my overall performance during the Training (CWT)
•Have received good number of appreciations via Clients for customer satisfaction
•Six Sigma Green Belt Certified
•Received leadership excellence award
in
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