Team Lead with 9+ years of experience in the travel aggregator industry, specializing in Quality Control and Audit, property onboarding, operations, and field force management.
Overview
14
14
years of professional experience
Work History
Team Lead- QC & Audit
MakeMyTrip India
Gurgaon
02.2017 - Current
Led a team of 9, overseeing quality control, property onboarding, and operations, ensuring adherence to industry standards and company policies
Optimized the property onboarding process, reducing onboarding time & maintaining quality standards as per compliance
Conducted training programs for Hotel Supply team (DOM & International) on CRM tools, quality assurance processes, and operational best practices
Led internal audits and quality assessments, reducing errors in operational workflows and improving compliance across Hotel Supply
Conducted training programs for hotel partners on Extranet to improve hotel ranking & generate revenue
Conducted root cause analysis on quality issues & hotel partner escalations
Operations Executive
Ibibio Group India
Gurgaon
10.2015 - 02.2016
Domestic hotel on-boarding for Goibibo & MakeMyTrip
Inventory & content development for on-boarded properties
Rates & inventory management for on-boarded properties
Conducted training programs for hotel partners on Extranet to improve hotel ranking & generate revenue
Stuck Management for Domestic Hotels
Domestic Hotel booking reconfirmation with Hotel partners
Pay at Hotel bookings reconfirmation with Hotel partners & collection of commission recovery amount
Assistant Restaurant Manager
Little Italy Group of Restaurant
Pune
10.2013 - 09.2015
Manage day to day operations of Italian specialty restaurant
Managing reservations, table assignments, and customer flow
Ensuring the restaurant adheres to health, safety, and sanitation standards
Addressing customer complaints and resolving issues promptly
Implementing policies to improve service quality and customer satisfaction
Hiring, training, and supervising staff members
Ensuring compliance with local laws, licenses, and permits
Preparing reports on operations, finances, and employee performance
Management Trainee
Sayaji Group of hotels
Indore
06.2011 - 09.2013
Gaining hands-on experience in daily hotel operations
Learning to manage guest feedback and use it to improve service delivery
Assisting senior managers in supervising staff and daily activities
Learning to coordinate between departments for seamless operations
Understanding how to manage resources efficiently, including staff, inventory, and equipment
Observing budgeting, cost control, and revenue optimization practices
Participating in workshops, training sessions, and mentoring programs
Learning about safety, hygiene, and legal requirements in hospitality
Team Lead – Internal Audit at BSTL Global Solutions Pvt Ltd (Unit of Bahwan International Group, Oman)Team Lead – Internal Audit at BSTL Global Solutions Pvt Ltd (Unit of Bahwan International Group, Oman)
<ul><li>- Working in Collaboration with the Central Quality team in the development of Quantitative checklists for Aggregate reports.</li><li>- Performing QR of Safety reports i.e, PADER, DSUR, PBRER and DSURs.</li><li>- Managing QR Team for Safety reports and acting as a training lead for Safety Writing Team.</li><li>- Prepared and Performed QC of the trackers for RSI project.</li><li>- Performed Quality review of cases in Argus database for VOQR project. Created error-free reports and other outputs according to tightly defined specifications to ensure timely reporting of assigned job to program management.</li><li>- Participating in weekly meetings on a regular basis to understand the client's requirement for a particular program and ensure that the team meets or exceeds the targets in terms of quality, quantity within the scope of time constraints</li><li>- Responsible for reviewing the SOPs, job aids as per program specific requirements.</li><li>- Acting as a subject matter expert and helping the team members with day-to-day trouble shooting activities.</li><li>- Signal detection and risk management plan authoring or other assigned PV related activities for client's product(s), per the regulations and SOPs when required.</li><li>- Exhibiting a growing awareness of program strategy and thinking capability alongside independence.</li><li>- Reviewing and providing solutions for issues relating to program delivery or escalating appropriately to the Team Lead / Program Lead as required.</li><li>- Providing standards for gathering information for use in trend analysis.</li><li>- Involved in people development in partnership with PDG leads.</li><li>- Ensuring that all training (internal training and client training) are successfully completed in a timely manner.</li></ul> at Syneos Health<ul><li>- Working in Collaboration with the Central Quality team in the development of Quantitative checklists for Aggregate reports.</li><li>- Performing QR of Safety reports i.e, PADER, DSUR, PBRER and DSURs.</li><li>- Managing QR Team for Safety reports and acting as a training lead for Safety Writing Team.</li><li>- Prepared and Performed QC of the trackers for RSI project.</li><li>- Performed Quality review of cases in Argus database for VOQR project. Created error-free reports and other outputs according to tightly defined specifications to ensure timely reporting of assigned job to program management.</li><li>- Participating in weekly meetings on a regular basis to understand the client's requirement for a particular program and ensure that the team meets or exceeds the targets in terms of quality, quantity within the scope of time constraints</li><li>- Responsible for reviewing the SOPs, job aids as per program specific requirements.</li><li>- Acting as a subject matter expert and helping the team members with day-to-day trouble shooting activities.</li><li>- Signal detection and risk management plan authoring or other assigned PV related activities for client's product(s), per the regulations and SOPs when required.</li><li>- Exhibiting a growing awareness of program strategy and thinking capability alongside independence.</li><li>- Reviewing and providing solutions for issues relating to program delivery or escalating appropriately to the Team Lead / Program Lead as required.</li><li>- Providing standards for gathering information for use in trend analysis.</li><li>- Involved in people development in partnership with PDG leads.</li><li>- Ensuring that all training (internal training and client training) are successfully completed in a timely manner.</li></ul> at Syneos Health