Experience

Travelstart

• South Africa
• Travel Arrangements
• 100 - 200 Employee

• Operations and Customer Delight Specialist - Satellite Markets

  • Aug 2021 - Present



Rehlat

• United Arab Emirates
• Travel Arrangements
• 100 - 200 Employee

• Sr. Manager Customer Delight & Operations at Rehlat Online Services

  • Feb 2016 - Aug 2021

  Sr. Manager- Global Travel BPO Operations for Hyderabad, Egypt and Middle East BPO & Call Center operations. Managing global teams and involved in vendor, client, and stakeholder management along with process orientation & KPI management

• Universal Coach & Customer Delight (Social Media)

  • Mar 2017 - Apr 2018

  • Started the Social Media Process single handedly to address all customers’ related escalation. • Maintained ongoing relationship with Customer through quality contact and addressing problems as they arise.• Maintained accurate customer contact records within CRM – Website, social media page, issues that have arisen.• Take advantage of up-selling opportunities• Developed customer loyalty at all times through exceptional customer service and rewarding long standing customers with benefits.• Handle and attend complex and escalated client relations issues• Resolve spot bottlenecks swiftly.• Manage the process to deliver high levels of cost-clarity and customer satisfaction at all times• Represent company’s professionally in both client and networking situations• Actively promote all activities that contribute towards the growth of the company. Show less

• Universal Coach

  • Feb 2016 - Mar 2017

  Imparting Voice and Accent, Language and Soft Skills training programs catering to company’s needs, for new and existing recruits to enhance their job skills towards better productivity.English Language proficiency, public speaking and vocabulary building.Design training sessions as per requirement.Regular coaching and feedback sessions conducted to help motivate and enhance skills.Conduct audits to regularly score associates on the language content of contacts and develop a suitable language proficiency scale and testing mechanism-Work with associates and team leads in identifying development opportunities in communication / soft skill and presentation skills, giving attention to the agents who need more focus. Show less



Deloitte Services

• Hyderabad Area, India

• Senior Analyst - Learning & Development– US Clients

  • Nov 2011 - Dec 2014

  Vendor Management / Client Support experience with strong Communication and relationship-building skills with both Financial Advisory Services & Enabling Areas - Talent Development Team. Vendor Management / Client Support experience with strong Communication and relationship-building skills with both Financial Advisory Services & Enabling Areas - Talent Development Team.



IKYA Human Capital Solutions - A Division of Quess Corp Limited

• Hyderabad Area, India

• HR Coordinator –Human Resources

  • Aug 2007 - Feb 2011

  Ikya Human Capital a vendor for Microsoft India R&D center. Managed the Globalization of the relocation process On-boarding of new hires Facilitated the new hire Induction Programs. Schedule and coordinate meetings, appointments and their stay & travel as per policy guidelines. Selection of new vendors. Coordinating corporate relationships with all vendors. Successfully managed to build business relationship with various schools and Microsoft. Due to exceptional work performance, handed the responsibility of managing the Internationalemployees coming for the Short-term assignments to India. Implemented CPH (Cost per hire) tool. Validated the vendor invoices on a monthly basis and coordinate with the vendor to make sure that the transactionsbilled to the company are as per the services provided. Coordinate with different departments like Accounts payable and procurement team to make sure that the payments are made to the vendor as per the due dates. Show less