Deepti Khare
New Delhi
Summary
Senior Operations Leader with 18 years of experience in the corporate travel industry, currently serving as Associate Director – Operations. Proven expertise in managing large-scale travel operations, leading teams of 60+ travel consultants, driving service excellence, cost optimization, and client retention. Strong background in global travel management, SLA governance, vendor negotiations, process automation, and operational strategy. Experience in implementing global service center(GSC)in India (NORAM, APAC & EMEA)
Overview
20
20
years of professional experience
2
2
Certifications
Work History
Senior Manager /Associate Director
Carlson Wagonlit Travel
New Delhi
06.2022 - Current
- Currently handling 4 major multi - national and global corporate accounts (GE, HP, Oracle and Genpact) along with ETS whose air travel expense exceeds 100 Million USD in annual air spend.
- Oversee service delivery for key corporate accounts ensuring SLA adherence and 95%+ client satisfaction.
- Lead end-to-end corporate travel operations managing a team of 60 travel consultants and team leaders
- Manage annual operating budgets and optimize margins through supplier negotiations and process efficiency.
- Implemented quality checks which strengthened the process, reducing booking errors by 10% and eliminating additional work
- Drive performance management through structured KPI dashboards and coaching frameworks.
- Collaborate with global and local account management teams to support business growth and retention strategies
- Managed staffing and FTE requirements while overseeing team performance to minimize errors and reduce losses for the company.
- Prepared and presented quarterly and annual account reviews to key stakeholders that highlighted the performance of travel spend and patterns, recommendations for the process improvement.
Assistant Manager /Manager
Carlson Wagonlit Travel
01.2016 - 06.2022
- Contributed to the implementation of a new client valued at USD 20 million for Genpact IN.
- Led team of 40 agents, including team leaders and account managers, to ensure effective operations.
- Managed client SLAs and ensured smooth functioning of the processes. Created process maps and SOPs.
- Worked towards the continuous process improvement to achieve client SLA and reduce escalations
- Facilitated onboarding of new staff by collaborating with implementation manager and sales team to establish processes for smooth integration.
- Analyzed financial performance of company and suppliers to identify trends and inform decision-making.
- Worked towards minimum errors and loss to company by agents
- Trained clients and EAs on their OBT onsite
Travel Counselor/Team Leader
Carlson Wagonlit Travel
Gurgaon
09.2009 - 12.2016
- Travel management - End to end travel plan for corporate travelers
- Managed VIP corporate travelers, coordinating with international rate desk and ADMs to ensure premium service.
- Focused on enhancing customer experience and satisfaction through tailored travel solutions.
- Recovered maximum amounts from declined credit card transactions, improving financial outcomes for clients.
- Trained new hires on products, soft skills and processes
- Contributed to the implementation of a high revenue generating client, Accenture.
- Handled team of 20 agents. Monitored their performances, SLA, AHT.
Sr Executive / Team Leader
IBM
Gurgaon
05.2008 - 07.2009
- Managed team to achieve 20% growth in goals while fostering a culture of integrity and participation
- Managed the USA customer care team in the team leader's absence.
- Trained new hires on products, soft skills, and processes throughout their onboarding period
Travel Counsellor
Makemytrip
Gurgaon
08.2006 - 05.2008
- Resolved customer queries post booking to enhance satisfaction.
- Cancellation, upgrading and rescheduling of tickets
- Collected customer feedback to improve service quality.
- Supported resolution team by addressing all customer inquiries.
Education
Certified IATA Foundation Level, IATA
11-2009
BCom Pass -
School of Open Learning, Delhi University
New Delhi07.2009
Diploma - Travel and Tourism
South Delhi Polytechnic
New Delhi08.2006
Skills
- Corporate Travel Operations
- Global Travel Management (Air, Hotel, Visa)
- P&L & Budget Management
- SLA & KPI Governance
- Team Leadership (60 Agents)
- Client Relationship & Account Management
- Supplier & GDS Management (Amadeus / Sabre / Galileo)
- Cost Control & Margin Optimization
- Process Improvement & Automation
- Risk Management & Compliance
- CSAT and NPS
Awards
- Employee of the month in MMT
- Rewarded for highest saving IRD in CWT
- Employee of the month in CWT
- Manager of the Month in CWT
- Many appreciations received from internal stakeholders
Certification
Lean Six Sigma Yellow Belt
Timeline
Senior Manager /Associate Director
Carlson Wagonlit Travel
06.2022 - Current
Assistant Manager /Manager
Carlson Wagonlit Travel
01.2016 - 06.2022
Travel Counselor/Team Leader
Carlson Wagonlit Travel
09.2009 - 12.2016
Sr Executive / Team Leader
IBM
05.2008 - 07.2009
Travel Counsellor
Makemytrip
08.2006 - 05.2008
Certified IATA Foundation Level, IATA
BCom Pass -
School of Open Learning, Delhi University
Diploma - Travel and Tourism
South Delhi Polytechnic