ANKUR TIWARI

• Managing the entire Flight Operations Vertical, with 5 Sub LOBs.
• Analyzed and reported performance data, translating findings into practical improvement actions.
• Streamlined and monitored quality programs to alleviate overdue compliance activities.
• Evaluated and enhanced the processes to maintain cost controls and improve operations.
• Weekly and monthly Agent Error and Losses reconciliation.
• Actively involved with Tech and Product team for process improvement and upgrading automation system.
• Reviewing daily and monthly performance, setting goals and targets and sharing feedback on area of improvement.

Projects Undertaken & Achievements:

• Automated 85% of refund instantly for customers.
• Build a process to reduce the financial losses by 95%.
• Proactive Refunds process started to reduce the contact ratio and increase customer satisfaction.
• Awarded with multiple rewords quarter on quarter and received the top most award of Hall of Fame in last RNR.

• As a part of Operations Team used to manage basic KRAS like Quality control, AHT, Shrinkage, Attrition, Develop project plans, Defect management and system Analysis
• Handling team of 26 team members of Back office and Voice
• Provided coaching and feedback to keep the team engaged and motivated ensuring our focus on the goal and the mission
• Project handling.

• Joined Goibibo.com in May 2016 as a senior travel consultant and got promoted as a Team Leader operations in one of the partners location(ISON) in Oct2017 and further got promoted as Assistant Manager with same account in Concentrix Daksh in Nov 2018 and worked with them for more than 2 years
• Basic KRA's: Taking Care of post sales team of Goibibo.com INTL Flights
• Handling team of 25 team members of Back office and 15 team members of Chat LOB
• Meeting & exceeding Stipulated Timelines and Service level Agreements
• Reviews with Client regarding LOB performance
• Sharing feedbacks, Training potential Losses, Coaching and mentoring
• Positively contributed to the team environment
• RCA of DSAT feedback shared by customers and converting into CSAT after checking the issue
• Identifying improvement areas & implementing measures to maximize customer satisfaction levels
• Taking escalations for resolving critical issues; ensuring Business Continuity
• Strong work ethic with a willingness to take ownership and responsibility of multiple tasks as required
• Managing customer service operations inclusive of conceptualizing & implementing short/long term plans; managing teams with focus on excelling business targets & service delivery metrics
• Providing an efficient and flexible response to operational issues, in order to maintain levels of service delivery, client and customer satisfaction.

• Worked as a travel consultant for 11 months in Expedia (EMEA) post sales process
• Performing basic KRAS like C-Sat, Quality, Losses, escalations and Pendency
• Accountable for handling Calls and E-Mail of post sales Flights and Hotel LOB's.