Summary
Overview
Work History
Education
Skills
Languages
Extracurricular Activities
Personal Information
Father'sname
Timeline
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Akanchha Gupta

Akanchha Gupta

Najafgarh

Summary

Accomplished Manager with a proven track record at Yatra.com, adept in Quality Management and enhancing customer service through innovative training programs. Excelled in stakeholder management and curriculum design, significantly improving program performance. Expertise in travel knowledge and coaching, driving sales leadership development and operational excellence.

Overview

12
12
years of professional experience

Work History

Manager - Training and Quality

Yatra.com
11.2021 - 01.2025
  • Training programs: Design, approve, and evaluate training programs and materials.
  • Training Needs Analysis: Conduct and analyze the training needs analysis for the team.
  • Training plans: Provide quarterly or annual training plans to develop skills.
  • Program performance: Prepare reports, develop work plans, and make recommendations for program performance.
  • Managing staff: Overseeing employees, including scheduling, performance evaluations, training, and quality performance.
  • Ensuring customer satisfaction: training the agents in interacting with customers, handling grievances, and ensuring a high standard of service.
  • Worked on two projects: analyzing, developing, executing, training, and implementing Yatra Prime and Series Fare for the company's profitability.
  • Having a sound knowledge of Galileo and Amadeus.

Trainer

Yatra.com
02.2019 - 02.2020
  • Conducted the training for the Domestic PRQ (Payment Reject Queue) batch, and handled their performance and sales in OJT (On-the-Job Training).
  • Training the associates in Galileo and Amadeus for PNR creation.
  • Doing audits of the associates, judging the reasons for low sales, and arranging training for them.
  • Arranging training for the BQ performer based on the following KPIs: bookings done, quality score, booking conversion percentage, and log-in hours.
  • Sending daily reports to the client for the performance of the major KPIs.

Senior Trainer

VIVO
10.2017 - 02.2019
  • Conducted product and process training for 17 NHT (New Hired Training) batches.
  • Supervising the performance of OJT batches (On-the-Job Training), their log-in hours, C-Sat, and ACHT.
  • Refresher session for the NHT and BAU (Business as Usual) associate on the basis of the TNI published every month.
  • Sending coverage reports on a monthly basis to the clients about the coverage reports and pre- and post-score for bottom quartile performers.
  • Conducting a session for the new product launch and sharing the coverage reports.
  • And doing a dip check to gauge the efficacy for the same.
  • Formulating and sending the NHT dashboard on a regular basis to the client and internal management team.
  • Revamping the training module for the NHT on a monthly basis and publishing its version with new updates for clients and internal management.
  • Leading the entire training team in delivering their inputs to the client and floor associates.

Senior Quality Analyst

Aricent Pvt. Technologies
12.2015 - 10.2017
  • Company Overview: for Cisco TAC.
  • Doing calibration with team managers, internal quality auditors, in order to measure the process and performance gap of engineers.
  • Taking GCI (Global Consistency Initiative) sessions on a monthly basis for new joiners to guide them on Cisco policies and SLAs to update their cases for better and timely customer satisfaction.
  • Supervising and counseling the team to increase consumer satisfaction, handling sensitive cases with care, and providing timely resolution.
  • Sending timely reports at the engineer and operations level to keep a check on the KPIs.
  • Providing non-technical support to the engineers, ensuring immediate action for cases needing to be closed per customer consent, and maintaining vigilance on the backlog of the pending cases.
  • Preparing quality reviews as per the guidelines provided by the clients, gauging customer sentiments, and sharing one-on-one feedback, especially for will/skill issues with the engineers, and enabling better performance.

Quality Analyst

Vodafone
03.2015 - 12.2015
  • Company Overview: Outbound C.S., and Involuntary Retention process.
  • Heading the team of two agencies manages to improve the quality scores to provide customer satisfaction and increase customer backup for the company.
  • Introducing innovative methods, systems, and processes for enhancing customer experience and company loopholes.
  • Resolving customer complaints, client complaints related to products, and processes within TAT.
  • Taking reviews of agency managers and team leaders on monthly quality performance, and resolving audit-related concerns.
  • Generating fortnightly and monthly MIS for product, process, system, and agent enhancement for better service.
  • Ensuring compliance and auditing of agents of agencies.
  • Overall responsibility for maintaining the quality of the entire C.S., and the involuntary process for external agencies.
  • D-sat calling (direct telephonic interaction) with customers regarding their negative feedback on the product, process, system, and agents, and arranging an instant callback by the concerned team for issue resolution.
  • Doing a dipstick of internal quality auditors to measure the variance in audits with the external quality team.
  • Doing calibration with team leaders, internal quality auditors, and AM in order to measure the process and performance gap of agents.
  • Outbound C.S. and involuntary retention process auditing and finding process related scope to improve and enhance customer service.

Customer Representative Executive

Vodafone
06.2013 - 03.2015
  • Company Overview: Store Shakarpur, Preet Vihar, Noida Sector 18 in the Delhi NCR region.
  • Handling frontline customers' queries and resolving them.
  • Increase sales in all KPIs (Postpaid, Prepaid, Data, M-Pesa), with quality.
  • Try to provide an instant resolution for churned customers with full retention.
  • Arrange a callback if an instant resolution is not available.
  • Worked as an acting floor supervisor at Preet Vihar and Shakarpur store.
  • Handling escalation at the floor.

Education

M.A - Hons

Burdwan University
West Bengal
06-2012

Skills

  • Effective leadership
  • Coaching and mentoring
  • Stakeholder management
  • Curriculum design
  • Budgeting and finance
  • Innovation and creativity
  • Customer service
  • Travel Knowledge
  • Quality Management
  • Website design
  • Product Analyst
  • Sales leadership development
  • New hire on-boarding
  • Training material updates
  • Training delivery

Languages

  • English
  • Hindi

Extracurricular Activities

Certificate of Merit as The champion of class wise Yoga in 1997-98 Certificate of Merit in inter School Yoga competition in 1997-98 1st Position in Long Jump in 2003 3rd Position in Shot put in 2003 2nd Position in thematic Apperception in 2004-05 Felicitation by Raniganj Municipality for brilliant result in H.S examination in 2007 Certificate of Merit by Triveni Devi Bhalotia College for securing 3rd Position in B.A Hons in 2010 Appreciation for being the best performer in retail East Zone in 2014 Appreciation by Vodafone Business head in first quarter of 2014 for being the best performer in Delhi region Consecutive RNR winner for the best trainer and mentor Prepared the complete knowledge guide for entire Vivo process Designed the complete training module for Vivo Process Implementation and QC check for Yatra Prime Process for smooth launch in 2022-2023 QC check and complete FAQ formation of series fare for smooth run leading to huge profits in 2023-2024

Personal Information

  • Date of Birth: 04/22/89
  • Marital Status: Married

Father'sname

Mr. Raj Kumar Gupta

Timeline

Manager - Training and Quality

Yatra.com
11.2021 - 01.2025

Trainer

Yatra.com
02.2019 - 02.2020

Senior Trainer

VIVO
10.2017 - 02.2019

Senior Quality Analyst

Aricent Pvt. Technologies
12.2015 - 10.2017

Quality Analyst

Vodafone
03.2015 - 12.2015

Customer Representative Executive

Vodafone
06.2013 - 03.2015

M.A - Hons

Burdwan University

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