E. Diwakar

Manager: Corporate sector

Thomas Cook pvt. Ltd.

01.2012 - 07.2024

12+ years of operations experience within back office, travel domain & last few years managing & running operation
Experience of working with Clients , handling complaints & grievances.
Expertise in KPI delivery & client Management
Experience of managing team, driving performance & growing business.
Successful track record of improving performance against quality, efficiency, & effectiveness metrics & meeting/exceeding contractual service level performance requirements.
Proficient understanding of contracts & dynamics governing them.
Experience with matrix driven global organization
Spearheading in building strong relationships with clients
Excellent communication, negotiation & conflict managements skills
Excellent understanding on data management, making reports, analyzing staff productivity.
Key Responsibility Areas:
Operations: Working as per Client SLA, checking on weekly productivity report of team. Introducing new process for seamless Operation works. Understanding troubleshoots faced by staff, providing solutions & way out. Prepare MIS & Forecast reports.
Sales: Proficiency in managing sales of the Pune business operations, including the development & execution of the business strategy.
Team Management: Understanding organization requirement, making sure team are working together to meet the targets. Work are done efficiently & in stipulated time frame. Monitoring of staff productivity, getting them trained to enhance Productivity.
Strategy: Knowing client requirements, foreseeing the problematic scenario. Working on improvement of the process & making Sure services are delivered on time without any escalations.
Client satisfaction: Ensuring client objective is met on time, driving team to get the projects completed on time
Business Growth: Working with sales team keeping them updated on new booking tools, improvement in process Deliveries. Meeting up with prospective clients. Helping with the RFQ, RFPs.
Compliance: Ensure 100% compliance in service delivery, absolute data control is adhered to as per company rules /Policy.