Bengaluru, Karnataka, India
Currently working as a Manager, Travel Support at Rippling, where I focus on building strong teams and delivering reliable, high-quality travel support at scale. With 10+ years of experience across travel, banking, and operations, I’ve developed a strong ability to adapt, solve problems efficiently, and keep customer experience at the center of everything. I started my career at Aegis, before moving to JP Morgan, where I worked in the fraud department, building a strong foundation in risk assessment and attention to detail. I then transitioned into the F&B industry with Kumarakom, a restaurant chain in Bangalore, where I managed operations and business development, gaining hands-on experience in running teams and driving growth. I later re-entered the travel space with BCD Travel, bringing together my cross-industry experience into a more holistic approach to operations and leadership. I’m particularly interested in improving processes, driving operational efficiency, and creating a team environment where people feel supported, accountable, and motivated to do their best work.
• Lead and coach multiple frontline support teams, including direct management of team supervisors • Drive performance across key KPIs, SLAs, and quality metrics to ensure consistent, high-quality support • Partner cross-functionally with Product, Engineering, and Operations to improve tools, workflows, and customer experience • Analyze support data to identify trends, gaps, and opportunities for efficiency and scalability • Support hiring, onboarding, and development of team members, fostering a strong culture of accountability and growth • Remove operational blockers and ensure smooth handling of complex, time-sensitive travel issues • Maintain and improve support documentation, processes, and best practices
Core Skills and Expertise: Error Identification & Reporting: Accurately identify and report errors to ensure quality and inspire teams to maintain high standards of service excellence. Problem Resolution & Ownership: Resolve issues in real time, leveraging various tools and communication skills to take full ownership from identification through to resolution, ensuring prompt responses. Confidential Client Service: Manage travel arrangements with absolute confidentiality, providing high-touch services that prioritize client satisfaction and security. Risk Management & Client Retention: Proactively assess account risk and execute client retention strategies in line with both regional and global objectives. Vendor Assessments & Security Controls: Conduct comprehensive assessments of key vendors, ensuring compliance with contractual obligations and industry best practices, and maintaining mastery of security controls and regulatory requirements. Security Culture & Education: Lead by example to promote a security-focused, risk-aware culture, educating teams to better protect sensitive information and systems. Data Analysis & Reporting: Gather, analyze, and utilize data to drive reporting, support business requirements, and improve decision-making processes. Compliance & Customer Interaction: Maintain strict adherence to business requirements and engage with both internal and external customers to support seamless operations.
Professionally and quickly respond to inquiries and develop a positive working relationship with Clients, Operations and Vendors Research, resolve and respond to Clients and log service issues within specified time period Used industry and system knowledge to find the root cause of an issue, explore and find alternatives to advise/educate the Clients Handle Travel arrangements with complete confidentiality and offering high touch services Solve problems on the spot using various tools and expert communication skills Able to make independent decisions under difficult situations Ensure optimum Client service through effective use of phone systems and positive telephone service techniques and email etiquettes.
Business Development Oversee the daily operations of outlet for efficient operations Collating and distributing information packs and other promotional items to clients and potential clients Liaising with clients from the beginning to the end, and also attending the event to ensure that it goes smoothly Responsible for the satisfaction of clients or customers by ensuring excellent customer service and quality delivery Building relationships and networking
Logistics, Supply Chain and Housekeeping Labor Contract Company, Achieve growth and hit sales targets Build and promote strong, long-lasting customer relationships by partnering with them and understanding their needs Prepare sales contracts ensuring adherence to law-established rules and guidelines Keep records of sales, revenue, invoices etc Build long-term relationships with new and existing customers
CCB Customer Claims(Fraud) Perform analysis of account holders accounts Resolve Customer's issues within the scope of existing service level agreements Interact with banks and customers to validate, information and to confirm or cancel authorizations Identify Fraud transactions and cancel them from further processing Ensure confidentiality of all information collected during investigation Determine existing fraud trends by analysing accounts and transaction patterns Claim Filing in case of fraud in the account and refund initiations Monitor constantly customer and transactional records to identify unauthorized transactions and fraudulent accounts.