BIRAINN MONGA
New Delhi
Summary
Dynamic & results-oriented travel operations Sales and CS with15+ yrs of experience, driving operational excellence and strategic growth in the travel industry. Adept at leading high-performing teams, managing key customer accounts, and formulating data-driven strategies that drive business growth. Proven track record in selecting and retaining top talent. Strong background in process improvement and achieving organizational goals.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Manager-Operations
Affixious Travel Technology
03.2022 - Current
- Online travel agency working across multiple services
- Acting HOD handling process of50-60 agents for Qatar based online travel agency.
- Building customer base with help of meta searches like Skyscanner, Wego, Jet radar.
- Providing pre-booking and post booking services.
- Improve organization reputation while maintaining good review score.
- Implement process improvement and required training.
- Managing and analyzing P & L, setting targets & goals, and enhancing processes
Asst. Manager
Affixious Travel Technology
12.2020 - 07.2021
- Online travel agency focusing on customer service
- Led customer service team for better performance and growth
- Handled team management and target implementation strategies
Deputy Manager
Crystal Travel
09.2019 - 03.2020
- Travel agency specializing in US market
- Handled a team of over30 people focusing on US Online Sales & CS process
- Managed lead handling team to convert generated leads
- Oversaw customer service team to ensure satisfaction and reduce complaints
- Enhanced employee performance by providing regular feedback, coaching, and training opportunities.
- Supervised day-to-day operations to meet performance, quality and service expectations.
Asst. Manager
CheapFlightsFares
05.2018 - 07.2019
- Travel agency focused on budget flights and PPC calls.
- Managed team of 50-60 agents, Analyzed performance and implement required improvement.
- Sales target and achieving strategies.
- Worked with marketing team to improve sales opportunities and leads.
- Tracked and improve online reputation along with customer satisfaction.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
Asst. Manager
Fareportal Pvt India Ltd
09.2007 - 11.2016
- Travel portal providing flight deals
- Promoted to Subject & Matter Expert to assist sales team in2009
- Enhanced abilities through team management in a sales environment
- Played a key role in improving company website and customer experience
- Achieving goals & organization expectation become team leader and with continuing achieving goals promoted to Assistant Manager 2014.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Ground Staff
Concord Enterprises
09.2006 - 04.2007
- Ground handling for various airlines
- Worked as ground staff for Air France
- Promoted a positive work environment through effective teamwork and open communication among colleagues.
- Enhanced customer satisfaction by efficiently handling check-in and boarding processes.
Ground Staff
Livewell Aviation
05.2005 - 03.2006
- Ground handling service
- Started career in aviation with Air Deccan
- Promoted a positive work environment through effective teamwork and open communication among colleagues.
- Reduced passenger complaints through active listening, empathetic communication, and prompt problem resolution.
Education
Foundation Level -
IATA
Online01.2012
B.A. Graduation -
Delhi University
New Delhi03.2008
Some College (No Degree) - Aviation And Hospitality Management
IITC
New Delhi01.2005
Skills
- Operational excellence
- People Management
- P&L management
- Performance improvements
- Customer service management and retention
- Revenue generation and Sales strategies
- Performance evaluation and monitoring
- Goal setting and Business analysis
- Teamwork and collaboration
- GDS - Amadeus,Sabre and Galileo
- Organizational structuring
- Team leadership
- Safety management
- Strategic planning
Accomplishments
- Supervised team of 60 staff members.
- Improved customer satisfaction and reviews
- IATA Certified
- Best Team Leader Award
- Best Asst. Manager Award
LANGUAGES
Hindi Native
Punjabi Native
English Native
Awards
Best Sales Assistant Manager, Recognized as 'Best Sales Asst. Manager' in2015.
Certification
- IATA-Foundation Level
- Best Asst. Manager
- GDS - Amadeus
Timeline
Manager-Operations
Affixious Travel Technology
03.2022 - Current
Asst. Manager
Affixious Travel Technology
12.2020 - 07.2021
Deputy Manager
Crystal Travel
09.2019 - 03.2020
Asst. Manager
CheapFlightsFares
05.2018 - 07.2019
Asst. Manager
Fareportal Pvt India Ltd
09.2007 - 11.2016
Ground Staff
Concord Enterprises
09.2006 - 04.2007
Ground Staff
Livewell Aviation
05.2005 - 03.2006
Foundation Level -
IATA
B.A. Graduation -
Delhi University
Some College (No Degree) - Aviation And Hospitality Management
IITC
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