Abhinav Victor
Manager
Mohali
Summary
Result-driven leader with over 16+ years of experience in Travel Industry: Operations, Sales, Talent Development, Customer Relationship Management.
A keen planner, strategist and implementer with deftness in devising and implementing strategies aimed at ensuring successful running and management of operations.
Proficient in managing business operations encompassing customer relationship management and administration.
Resourceful in handling business process re-engineering initiatives involving study of existing processes, identifying gaps and implementing required measures for improving the functioning of processes.
An impressive communicator with honed interpersonal, team building, negotiation, presentation, convincing and analytic skills.
Specialties: Team Management, International Air reservations, Customer sales management, Tour OperationsRetail, Market performance & Revenue enhancement. Talent Development & Acquisition.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
Work History
Assistant Manager
LBF Travel India Pvt. Ltd.
Mohali
2019.02 - Current
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Developed organizational structure to outline and direct rules, roles and responsibilities.
- Strengthened operational efficiency to remain cost-effective while maintaining quality service.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Developed strategy to increase sales and drive profits.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Mentored team members to enhance professional development and accountability in workplace.
- Created employee schedules to align coverage with forecasted demands.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Helped senior managers make effective decisions based on current and accurate reporting.
- Took proactive approach to identifying and resolving issues that could have negative impact on business operations and revenue generation.
Operations Team Leader
LBF Travels India Pvt. Ltd
New Delhi
2013.10 - 2019.01
- Increased overall efficiency and productivity of team by revamping jobs, schedules and daily assignments.
- Assisted with improving revenue and customer numbers by overseeing implementation of diverse sales and service initiatives.
- Monitored supply chain and managed logistics functions for company.
- Motivated and trained employees to maximize team productivity.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Managed internal operational standards and productivity targets.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Produced detailed reports outlining performance against benchmarks.
- Collaborated with colleagues to implement best practices across department and exceed team goals.
- Assisted in developing process improvements and long-term business strategies through analysis of customer feedback.
Subject Matter Expert
Fareportal India Pvt. Ltd.
Gurgaon
2011.05 - 2013.05
- Increased customer satisfaction by resolving issues.
- Drove operational improvements which resulted in savings and improved profit margins.
- Developed team communications and information for meetings.
- Resolved problems, improved operations and provided exceptional service.
- Identified issues, analyzed information and provided solutions to problems.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Responded to clients' questions, issues and complaints and found appropriate solutions when needed.
- Responded to clients' questions, issues and complaints and implemented appropriate solutions.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
Travel Consultant
Fareportal India Pvt. Ltd.
Gurgaon
2008.04 - 2011.04
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Informed clients of travel policies and utilized preferred vendors to maximize company profits
- Organized trips for individual, family and business travelers.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
- Handled sensitive information with professionalism and discretion.
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
- Collected, handled and documented payments for travel services and associated feels.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Maintained currency on airline policies, tariff regulations and travel laws to maximize effectiveness.
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
Travel Associate
MakeMyTrip.com
New Delhi
2006.06 - 2008.04
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Arranged travel accommodations for groups, couples, executives and special needs clients.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
Education
Bachelors of Commerce - Commerce
Bundelkhand University
Jhansi 2005.09 - 2008.06
Skills
Operations Management
Timeline
Assistant Manager
LBF Travel India Pvt. Ltd.
2019.02 - Current
Operations Team Leader
LBF Travels India Pvt. Ltd
2013.10 - 2019.01
Subject Matter Expert
Fareportal India Pvt. Ltd.
2011.05 - 2013.05
Travel Consultant
Fareportal India Pvt. Ltd.
2008.04 - 2011.04
Travel Associate
MakeMyTrip.com
2006.06 - 2008.04
Bachelors of Commerce - Commerce
Bundelkhand University
2005.09 - 2008.06
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