Balkrishna Shetty
Mumbai
Summary
Dedicated and driven professional seeking challenging assignments in the field to excel and contribute to organizational growth. Committed to continuously honing skills and maintaining a learning attitude to stay ahead in the ever-evolving workplace. Passionate about making a positive impact and leveraging expertise to drive success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Manager – Process Training
Cleartrip Travel Services PVT LTD
12.2023 - Current
- Leadership and Team Management
- Led a team of 3 travel Trainers including 2 AM’s, overseeing daily operations and ensuring adherence to service quality standards
- Developed and implemented training programs to enhance team skills in customer service, booking systems, and travel regulations
- Successfully improved team productivity by 20% through streamlined processes and effective coaching
- Operational Excellence and Process Improvement
- Oversaw multiple CS & back-end LOBs for travel bookings, including flights, hotels, and car rentals, ensuring seamless coordination and exceptional service delivery
- Implemented process improvements that reduced booking errors by 50% and increased efficiency
- Developed and maintained standard operating procedures (SOPs) to optimize workflow and enhance team performance
- Vendor Management
- Managed relationships with vendors, ensuring compliance with service level agreements and quality standards
- Conducted regular performance reviews of suppliers to maintain high-quality service offerings
- Crisis Management
- Developed and executed emergency response plans for travel disruptions, minimizing impact on customers and operations
- Led crisis management efforts during Jet airways situation, flood situations, bulk flight cancellations, merger of airlines, outages of tools, ensuring safe and effective responses
- Trained staff on emergency protocols to handle unexpected travel challenges
- Service to Sales and Revenue Growth
- Introduced Service to sales concept and created projects to upsell during a service call
- Launched SMB sales, Hotel coupon /booking sales
- This helped improve customer experience as well as contribute towards organization GMV sales.
Assistant Manager - Process Training
Cleartrip Travel Services PVT LTD
10.2022 - 12.2023
- Drive CSAT/RR/NPS & other ops metrics in the OJT phase
- Ensuring all the TNI from partner location is picked for training/refresher
- Ensuring throughput and other HC is at par as per the contract
- Maintaining Training MBR and WBR
- Created Consequence and PIP management at partner/Inhouse Locations
- Worked on B2B processes and new tools
- Ensure LMS is managed and updated on a timely basis.
Team Leader - Process Training
Cleartrip Travel Services PVT LTD
05.2020 - 10.2022
- Managed the complete Outsource partners training function
- (Total of 12 trainers)
- Lead the inhouse training function including quality function for temporary basis
- Worked Multiple transitions and planning of cross functions during covid and post covid phase
- Defined KPI’s for partner team and inhouse teams to drive the goals throughout the year.
Process Trainer/Senior Process Trainer
Cleartrip Travel Services PVT LTD
04.2017 - 05.2020
- Created and Crafter the complete Cleartrip Process
- Created complete tools and session plans for outsource partners.
Quality Analyst
Cleartrip Travel Services PVT LTD
08.2015 - 03.2017
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed and maintained quality assurance procedure documentation.
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Call Audits for In-house Customer Services CSE’s and Vendors
- Call Calibrations
- WBR
- MBR
- Created process improvement project called as CARE, OWN & Solve.
Customer Service Executive
Cleartrip Travel Services PVT LTD
05.2014 - 08.2015
- Serviced calls from GCC Countries
- (Amendment, Cancellation, Meal Request, Seat Request)
- Amadeus
- Galileo & Sabre Knowledge
- (Amendment and Adding Special Service Requests)
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
Subject Matter Expert – Air India
Interglobe Technologies
- Answer inquiries regarding information such as schedules, accommodations, procedures, and policies
- Determine whether space is available on travel dates requested by customers, assigning requested spaces when available
- Contact customers or travel agents to advise them of travel conveyance changes or to confirm reservation
- Communicate with the customer based on preference by customer, i.e., email or phone call
- Escalating them to the proper associate, team manager
- Additional Responsibility: Subject Matter Expert
- Motivation, leadership for a team of 17 and developing future leaders
- Compiling reports on team’s performance and customer feedback
- Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call
- Keep the project manager and product committee informed of task accomplishment, issues and status.
Education
Bachelor of Arts -
Mumbai University
Mumbai03.2021
Skills
- Creative and optimistic approach in developing new ideas and solving problems
- Flexibility of working independently as well as a good team player
- Friendly and approachable
- Strategic Thinking
- Strong analytical skills
- Creative solutions
- Training and mentoring
- Project Planning
- Vendor Management
- Strategic Planning
- Teamwork and Collaboration
- Decision-Making
- Problem-solving abilities
- Amadeus Expert
- Galileo Expert
- Sabre Expert
Certification
- Lean Six Sigma Green Belt Certified – Benchmark Six Sigma
- Microsoft Certified: Data Analyst Associate (Power BI) – Skill Nation
- Advanced Excel Skills for Business – Skill Nation.
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Marathi
Upper intermediate (B2)
Personal Information
- Citizenship: Indian
- Date of Birth: 04/21/90
- Marital Status: Married
Hobbies and Interests
Football, Listening Music, Producing Music, Writing Rap
Disclaimer
I hereby declare that the above information is true and correct to the best of my knowledge and belief.
Timeline
Manager – Process Training
Cleartrip Travel Services PVT LTD
12.2023 - Current
Assistant Manager - Process Training
Cleartrip Travel Services PVT LTD
10.2022 - 12.2023
Team Leader - Process Training
Cleartrip Travel Services PVT LTD
05.2020 - 10.2022
Process Trainer/Senior Process Trainer
Cleartrip Travel Services PVT LTD
04.2017 - 05.2020
Quality Analyst
Cleartrip Travel Services PVT LTD
08.2015 - 03.2017
Customer Service Executive
Cleartrip Travel Services PVT LTD
05.2014 - 08.2015
Subject Matter Expert – Air India
Interglobe Technologies
Bachelor of Arts -
Mumbai University
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