Greater Bengaluru Area
Over a 13 years of excellent experience in customer service Aviation and Hospitality industry. Developed enthusiastic leadership qualities and eager to contribute to team success through hard work, attention to detail, and excellent organizational skills. Clear in the understanding of Roles and Responsibilities. Motivated to learn, grow and excel in Aviation and Hospitality Industry.
Team Leadership & Operations | Customer Experience | Cross-Functional Collaboration * Experienced in leading high-performing support teams with a focus on operational excellence and customer satisfaction. * Primary POC for team operations, performance, and people management * Mentor and coach team leads; drive accountability and professional growth * Optimize staffing, scheduling, and adherence to meet SLA targets * Analyze performance data to identify trends and implement improvements * Collaborate with Tech, Product, and Ops to resolve complex issues * Champion customer experience initiatives and process enhancements * Foster a culture aligned with company values and customer-centric goals
• Supervise a team of employees providing support for Sabre suite of products. • Supervises employees who are answering customer inquiries, in a multichannel support setup such as Phone, Callback, Webcase and Email. • Plans, directs, supervises, and evaluates work flows and coordinates work activities to achieve the volume expected to meet operational requirements. • Build a culture which includes performance reviews, coaching, counseling, and/or disciplining employees (when applicable). • Reports, escalates, and follows up on new or recurring product problems with the appropriate department to ensure timely resolution. • Participates in the development and execution of departmental strategies, policies, and procedures. • Reports, escalates, and follows up on new or recurring product problems to the appropriate department to ensure resolution. • Ensures employee and team KPIs are met, planning/coordinating staff activities and participates in the development and execution of departmental strategies and goals, policies and procedures. • Engages with Customers, Sales teams, 2nd Level teams, HR, and stake holders to ensure products, services and processes are in place to meet customer satisfaction, employee development, in compliance with company policies. • Provides guidance and direction to subordinates, monitors performance, and provides appropriate feedback to employees. • Ensures employees are properly trained when old products are upgraded (or) new products are released. • Capable of leading calls with customers or other vendors as well as providing presentations to internal and external parties around support structure or escalations. • Ensure employees remain motivated, engaged, empowered, and are informed. • May make hiring decisions and recommendations and conduct performance appraisals. • Travel, for customers and project related initiatives.