Swapnil Prabhakar Deshmukh
Dombivali (West)
Summary
To build a professional career with a respectable organization that allows ample opportunities for Learning and career growth, Development, Team effort and Leadership” being an integral part thereof.
Overview
14
14
years of professional experience
Work History
Team Leader Operation
Teleperformance PVT LTD
08.2023 - Current
- Managing French HTS process.
- Supervised a multidisciplinary team working in sectors like Fintech, TMP, and LMP.
- Guided teams consistently toward surpassing performance metrics.
- Developed and executed strategies to improve team productivity and operational efficiency
- Delivered extensive training and mentorship programs to enhance team members' skills
- Proactively identified and resolved conflicts and challenges within the team
- Managed team attrition and shrinkage effectively
- Oversaw all administrative functions related to team operations
- Fostered a positive team culture, enhancing employee satisfaction and retention
- Met or exceeded targets for Team AHT (Average Handling Time) and CSAT (Customer Satisfaction) during my leadership
- Regularly reviewed and analyzed EWS (Early Warning System) reports
- Led a cross-selling initiative to boost revenue and strengthen customer relationships
Schedule Change Associate
EtraveliGroup Pvt Ltd
08.2022 - 08.2023
- Managed customer inquiries in the Schedule Change Chat process.
- Managed escalated queries directed to support team.
- Experience with GDS including Amadeus, Sabre, and Galileo.
- Managed calls and attended to requests efficiently.
Team Leader
WNS Private Ltd
04.2016 - 08.2022
- Handled Expedia Escalation Desk
- Managing client Queries and handled Ticketing for Expedia Europe region
- Manage BSP and ARC portal
- I have worked on all types of ADM (Debit memos) across all of the Airlines worldwide
- I have experience with GDS (Amadeus/Sabre/Farelogix/Galileo)
- Have experience on Corporate bookings of Egencia (Expedia Corporate IATA)
- Managing Team operational work (Rosters/other official works like shrinkage, Attrition)
- Kept balance between HR and Team members
- Providing Training to New members and existing staff for new role
- Monitoring their work in OJT time
- I have also worked in Quality Team for small time of period for Expedia process
- Managed Quality/Client monthly calibration call
- Fare Audit for Qatar and Singapore Airlines
- Experience on all audit types (Sales, Exchange and Refund)
- Exemption QC on all threads
- Handle Analysis part of Qatar team and Excel Audit
- Pilot Audit of Group fares of Qatar Team
- I have given training of group fares to new auditors
Workflow Specialist
TCS Private Ltd
01.2013 - 04.2016
- All Activities related Fares and rules Escalation on Travelport GDS
- GDS filling to keep sync with ATPCO
- Worked with Worldspan GDS on rapid reprice automated reissue
- Have a Good hand On ‘ATPCO’ Fare Manager
- Have a Knowledge of Excel
- Manage, supervise and coordinate daily operations
- Plan & schedule work for shift ensuring proper distribution of assignment and adequate manpower, Planning for various shift
- Perform other related duties incidental to work described
- Work with operation managers on all staffing plans
- Keep functional head fully informed of all matters of significance and take prompt corrective action whenever necessary or suggest alternative course of action
Process Associate
WNS Services Pvt. Ltd
04.2011 - 08.2012
- Worked with Amadeus GDS
- Have Fare Audit Experience of NZ, LAN and SK Carrier
Education
T.Y .B Com -
Mumbai Board
12.2011
H.S.C -
Mumbai Board
12.2008
S.S.C -
Mumbai Board
12.2006
Diploma in Tourism Management -
IATA
Skills
- Basic knowledge of computers
- Knowledge of Excel
- Diploma in Tourism Management (IATA)
- Mentoring
- Coaching
- Leadership
- Sales expertise
- Telemarketing expertise
- Team motivation
- Team assessment
- Team Leadership
Languages
- English
- Hindi
- Marathi
Hobbies and Interests
- Watching Cricket
- Listening Music
- Dancing in All Parties
- Always be active in any activities with positive attitude
- Cricket
Typingspeed
40 w.p.m English Type writing
Personal Information
- Total Experience: 10 years
- Date of Birth: 12/03/91
- Nationality: Indian
- Marital Status: Married
Timeline
Team Leader Operation
Teleperformance PVT LTD
08.2023 - Current
Schedule Change Associate
EtraveliGroup Pvt Ltd
08.2022 - 08.2023
Team Leader
WNS Private Ltd
04.2016 - 08.2022
Workflow Specialist
TCS Private Ltd
01.2013 - 04.2016
Process Associate
WNS Services Pvt. Ltd
04.2011 - 08.2012
T.Y .B Com -
Mumbai Board
H.S.C -
Mumbai Board
S.S.C -
Mumbai Board
Diploma in Tourism Management -
IATA
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