DHRUVA KUMAR R
Bangalore
Summary
Business travel consultant with expertise in travel bookings, multi-modal travel solutions, and corporate travel operations. Achieved 98% customer satisfaction through effective management of complex itineraries and support during critical disruptions. Recognized for operational excellence, quality assurance, and significant contributions to team success in fast-paced environments. Expertise in quality assurance and compliance excellence, driving enhanced customer sentiment through effective communication and problem-solving.
Overview
4
4
years of professional experience
Work History
Business Travel Consultant II
Navan
Bangalore
10.2025 - Current
- Streamlined travel arrangements using Farelogix (SPRK), Verteil NDC, and additional tools.
- Processed NDC bookings, exchanges, and cancellations per airline policies.
- Attained first-contact resolution rates for booking issues, enhancing customer sentiment.
- Maintained average customer satisfaction score of 98% across all transactions.
- Received high scores in quality assessments and customer satisfaction surveys.
Senior Associate
WNS Global Services
Bengaluru
07.2025 - 10.2025
- Transitioned to WNS following the process takeover from BCD Travel, continuing in the same role with identical responsibilities
- Managed high-value transactions, including ticketing, refunds, and exchanges, in alignment with airline policies.
- Processed ticketing exchanges, refunds, and schedule modifications through assigned PNRs efficiently.
- Utilized booking software to secure reservations and optimize travel itineraries.
Travel Consultant - 3 years 2months
BCD Travel
Bengaluru
05.2022 - 06.2025
- Recognized as Star of the Quarter for exceptional performance and service excellence.
- Consistently achieved organizational targets by managing team performance and aligning efforts with business goals.
- Processed 100 tickets daily, managing transactions totaling $70,000.
- Efficiently handled ticketing exchanges, refunds, and schedule changes, ensuring customer satisfaction and operational continuity.
- Conducted quality checks for new employees, ensuring compliance with established standards and facilitating smoother onboarding.
- Guided new team members to achieve effective workflow by sharing practical knowledge and best practices
Education
Bachelor of Commerce -
Bangalore City University
Bangalore06-2025
Diploma in Aviation, Hospitality And Travel & Tourism -
Flight Crew Aviation Academy
Bangalore04-2022
PUC - 12th Standard -
Seshadripuram Pre University College
Bangalore03-2022
10th Standard -
Nirman International Public School- CBSE
Bangalore03-2020
Skills
- Travel booking systems
- Customer Experience Optimization
- Quick resolution to customer issues
- Multitasking in Fast-Paced Environments
- Task Prioritization & Time Management
- Quality Assurance & Compliance Excellence
- Advanced Attention to Detail & Accuracy
- Analytical Thinking
- Tech-savviness
- Professional communication
Accomplishments
- Awarded Star of the Quarter for exceptional performance and service excellence for 3months consistently.
- Maintained a 98% CSAT score through consistent delivery of high-quality customer service.
- Received multiple Pat on the Back recognitions for accuracy, reliability, and attention to detail.
- Recognized as a Top Performer based on outstanding client feedback and results.
- Improved team efficiency by reducing new-hire onboarding time by 30%.
- Demonstrated strong expertise in NDC, rail booking tools, and corporate travel policies.
Disclaimer
I hereby declare that all the information stated above is true and correct to the best of my knowledge.
Timeline
Business Travel Consultant II
Navan
10.2025 - Current
Senior Associate
WNS Global Services
07.2025 - 10.2025
Travel Consultant - 3 years 2months
BCD Travel
05.2022 - 06.2025
Bachelor of Commerce -
Bangalore City University
Diploma in Aviation, Hospitality And Travel & Tourism -
Flight Crew Aviation Academy
PUC - 12th Standard -
Seshadripuram Pre University College
10th Standard -
Nirman International Public School- CBSE