Abhit Raj
Delhi
Summary
People-oriented team leader successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying needs to develop and deliver creative solutions.
Overview
12
12
years of professional experience
Work History
Team Lead - Service Delivery (Egencia Process)
Inter Globe Technologies solutions
07.2021 - Current
- Managing a team of 20+ people
- Managing SLA & KPIs of team delivery, real-time escalations from client, pertaining to financial loss or service delivery failure
- Managing shift roasters for team of 40+ people, managing appraisals & sharing feedback with team & individuals
- Weekly & monthly calibration with Client
- Sharing feedback (lesson learned) with travel consultant for their error & ensuring error free work
- Identifying issues & errors of team by analyzing dump & share Improvements / suggestion to team in by arrange & leading huddle sessions to overcome team challenges, to meets customer requirements
- Delegated tasks appropriately according to individual skill sets.
- Provided support to junior staff during peak periods of workloads.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Identified opportunities for process improvements, implementing changes when required.
- Maintained accurate records of employee attendance and task completion times.
- Ensured compliance with company policies and procedures throughout the team.
- Supported the manager in developing plans for future projects, initiatives and objectives.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
- Monitored team performance against targets, taking corrective action where necessary.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Developed strategies to increase team productivity and improve customer service levels.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Collaborated with other departments to develop effective solutions that meet customer needs.
- Motivated team members through recognition programs and performance-based incentives.
- Managed conflict resolution within the team to maintain a positive work environment.
- Facilitated team meetings to discuss targets, strategies, and address any issues.
Process Associate (Egencia Process GCC)
Inter Globe Technologies solutions
08.2017 - 05.2020
- Progressed to GCC escalation department
- Managing escalation from client, pertaining to financial loss or service delivery failure
- Complete investigation, chronology & RCA of issue reported by customer, the same issue to be updated in tool & to CLENT GLOBAL CUSTOMER CARE (GCC EGENCIA TEAM)
- Follow up with GCC EGENCIA TEAM for timely closer of cases to ensure client satisfaction
- Sharing feedback (lesson learned) with travel consultant for their error & ensuring error free work
- Identifying issues & errors of team by analyzing GCC dump & share Improvements / suggestion to team in huddle meetings to ensure customer satisfaction
Process Associate (Egencia Process)
Inter Globe Technologies solutions
08.2017 - 05.2020
- Making itinerary (preparing & sending quotations), issuing, reissuing & canceling tickets, adding STPC service, assigning seat, adding meal, assigning meet & assist service for corporate travelers
- Created detailed itineraries for corporate travelers outlining all necessary details of the trip.
- Hotels booking (preparing & sending quotations), cancellations, communicating with Hotels for guest requirements for corporate travelers
- Car booking (preparing & sending quotations), cancellations, communicating with Car vendors for quest requirements for corporate travelers
- Coordinating between corporate travelers & Visa desk to process Visa
- In-depth knowledge in handling tools like Amadeus& Galileo
- Obtained In-depth certifications on Amadeus & Galileo tools
- Frequently interacting with corporate clients through call & emails
- Assisted customers in selecting appropriate travel arrangements based on their needs, budget and preferences.
- Verified accuracy of all reservations prior to finalizing bookings.
- Coordinated with airlines to manage flight changes, cancellations or delays due to weather conditions or other issues.
- Provided exceptional customer service, resolving any travel-related issues promptly.
- Utilized GDS systems efficiently for booking and confirming travel plans.
- Conducted daily process reviews to identify areas for improvement and increased efficiency.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Identified needs of customers promptly and efficiently.
Line Quality Analyst (Egencia Process)
Inter Globe Technologies solutions
08.2017 - 05.2020
- Cleared IJP of Line Quality Analyst
- Auditing calls, email and transaction made by team assigned under me as per the client requirement
- Sharing feedback (lesson learned) with travel consultant for their error & ensuring error free work
- Preparing process updates and recommendations
- Internal calibration with Supervisors and managers
- Eternal calibration with client quality team
- Taking team huddles pertaining to process update and error free working
- Conducted root cause analysis to investigate the source of problems in production process.
- Implemented corrective actions when necessary to improve overall product quality.
- Provided thorough documentation on all quality control activities and results.
- Maintained quality assurance procedure documentation.
Corporate Travel Counselor (Global Service Delivery)
American Express Global Business Travel
08.2016 - 08.2017
- Making itinerary (preparing & sending quotations), issuing, reissuing & canceling tickets, adding STPC service, assigning seat, adding meal, assigning meet & assist service for corporate travelers
- Created detailed itineraries for corporate travelers outlining all necessary details of the trip.
- Hotels booking (preparing & sending quotations), cancellations, communicating with Hotels for guest requirements for corporate travelers
- Car booking (preparing & sending quotations), cancellations, communicating with Car vendors for quest requirements for corporate travelers
- Coordinating between corporate travelers & Visa desk to process Visa
- Worked on-site as well as off-site & also working as ETS support member
- In-depth knowledge in handling tools like Amadeus& Galileo
- Obtained In-depth certifications on Amadeus & Galileo tools
- Frequently interacting with corporate clients through call & emails
- Working as SMART member (SELF MANAGED ACCOUNTABLE RESPONCIBALE TEAM)
- Assisted customers in selecting appropriate travel arrangements based on their needs, budget and preferences.
- Verified accuracy of all reservations prior to finalizing bookings.
- Coordinated with airlines to manage flight changes, cancellations or delays due to weather conditions or other issues.
- Provided exceptional customer service, resolving any travel-related issues promptly.
- Utilized GDS systems efficiently for booking and confirming travel plans.
Travel Consultant (Group Department)
Travel Boutique Online
07.2015 - 07.2016
- Requesting carrier for group fares, putting request in online tool for group fares
- Fare calculation and negotiation with carrier (GDS & LCC) for group booking, Issuing, reissuing, cancelling, assigning seat, adding meals, assigning meet and assist services for group Airlines booking etc.
- Interacting with client and preparing quotation, billing and refund etc for them on B2B online system
- Negotiated competitive rates with travel suppliers to ensure the best deals for clients.
- Coordinating with airlines and solving problems of clients over email or on call
- Monitored competitors' prices and offerings to maintain competitive edge in the market.
- Hands on tools: - Amadeus
QA Analyst
Quadlabs Technologies
10.2014 - 05.2015
- Checking flow, functionality, issues and suggesting enhancement of client user interface and finding bugs between interface & mid office Software (Software used in travel industry)
- Presentation and demos of online system with Client's Team
- Interacting with overseas clients and presenting as well as understanding clients requirements
- Reporting on daily and project basis to different customer
Travel consultant in LCC department
Travel Boutique Online
03.2012 - 09.2014
- Fare calculation, Issuing, reissuing, cancelling, assigning seat, adding meals, assigning meet and assist services for Airlines booking
- Etc
- Interacting with client and preparing quotation, billing and refund etc
- For them on B2B online system
- Coordinating with airlines and solving problems of client over email or on call
Education
B.COM -
BIHAR UNIVERSITY
MBA -
VINAYAKA MISSIONS UNIVERSITY
Skills
- Proficient in leading team & grooming them for excellence in delivery
- Understanding traits of individual, guiding & leading them with examples
- Effective team player with excellent communication, Leadership, presentation and analytical skills
- Learning agility and effective personal communication skills
- Independent, always willing to take initiative, self -motivated and ability to motivate and impart positive attitude in fellow Team Members
- Ability to handle volumes in high-pressure environment
- Ability to do things in a structured manner to increase efficiency
- A systematic, organized, hardworking and dedicated team player with an analytical bent of mind, determined to be a part of a growth-oriented organization
- Comprehensive problem solving abilities
- Potential of handling multiple tasks easily and capable of meeting deadlines
- Performance monitoring
- Production Monitoring
- Performance Improvement
- Coaching and Mentoring
- Key Performance Indicators
- Complaint resolution
- Employee engagement
- Team Supervision
- Mentoring
- Problem-Solving
- Leadership
Accomplishments
- Shining Star for Dec 2023
- Best Team Leader for Mar 2024
- Champion of the Quarter 04, FY 23-24
Technicalstrength
- Strong reporting skills in MS Excel, MS Word and other MS Office suite.
- Sound working knowledge on Windows clients OS.
- Certification on Amadeus & Galileo tools.
- Ability to work on any tool or application in short span of time.
Languages
Hindi
First Language
English
Proficient (C2)
C2
Disclaimer
I hereby certify that all the information provided above is true to the best of my knowledge and belief.
Timeline
Team Lead - Service Delivery (Egencia Process)
Inter Globe Technologies solutions
07.2021 - Current
Process Associate (Egencia Process GCC)
Inter Globe Technologies solutions
08.2017 - 05.2020
Process Associate (Egencia Process)
Inter Globe Technologies solutions
08.2017 - 05.2020
Line Quality Analyst (Egencia Process)
Inter Globe Technologies solutions
08.2017 - 05.2020
Corporate Travel Counselor (Global Service Delivery)
American Express Global Business Travel
08.2016 - 08.2017
Travel Consultant (Group Department)
Travel Boutique Online
07.2015 - 07.2016
QA Analyst
Quadlabs Technologies
10.2014 - 05.2015
Travel consultant in LCC department
Travel Boutique Online
03.2012 - 09.2014
B.COM -
BIHAR UNIVERSITY
MBA -
VINAYAKA MISSIONS UNIVERSITY
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