Gaurav Sharma
New Delhi
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
12
12
years of professional experience
Work History
Product Support Analyst
American Express Global Business Travel
Gurugram
05.2018 - Current
- Responsible to provide Level 2 support for post launch for Online booking tools on issue resolution and site maintenance for both End user and CGM's
- Interact with Vendors (Airlines, Hotels, Car, OBT) for investigating and troubleshooting of the assigned cases.
- Trained & mentor new joiners on process guidelines for NEO & Concur. Additionally working as a floor support for other team members.
- Worked and aligned with Management & team members to streamline the process and avoid escalations.
- Built strong relationships with clients through positive attitude and attentive response
- Planned, managed and directed daily board operations to reduce retail losses and debit memo
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values
Senior Associate
Cvent India Pvt Ltd
Gurugram
11.2015 - 05.2018
- Manage Global corporate travel function for Cvent and assist the team with day-to-day operations
- Assist the manager with entire planning, budgeting and execution, which includes working closely with Senior Management, attracting and selecting appropriate tools and channels, profitability and MIS
- Responsible for Effectively Communicating and forging strong partnerships with the procurement team and Business Leaders in order to create partnerships that yield success, desired results, and establish credibility as a critical leadership support function
- Drive In House Travel team to deliver quality results by following laid down compliance-controlled processes
- Setting up Vendor Evaluation criteria to manage and maximize the productivity of the vendors
- Conducting and facilitating corporate agreements and activities at different levels and locations: TMC’s, OTA, Airlines, Agencies
Senior Associate
Carlson Wagonlit Travels
Gurugram
05.2015 - 11.2015
- Processing the reservations made for corporate clients on Online booking tool
- The reservations fall in the Queue for different reasons such as issuance, re-issuance, Special Requests, EMD & Invoicing
- We process the reservations accordingly and make sure they get ticketed before the fare expiration which ensures that we meet the deadline and achieve the process SLA
- We also invoice reservations if they are not invoice on global system
Customer Relation Executive
Thomas Cook India Ltd
New Delhi
02.2014 - 04.2015
- Welcome E mail to new Clients
- Client Orientation
- Visa support
- Weekly Client calling for Visa updates/payments over dues
- Gather & provide support on issues faced by Clients such as Visa, Visa assistance, payments, Meetings, Documentations etc
- Maintain Payment Tracker
- Generate CRM
- Generate new clients
Senior Customer Service Executive
Serco Global Services
New Delhi
11.2011 - 02.2014
- Processing the reservations made by the clients of Orbitz Worldwide (OWW) through Global Distribution System (GDS)
- The reservations are made on the online tool by the client and come to us through a Quality Check tool called ‘Robot’
- The reservations fall in the Queue after QC primarily for three reasons: - Re issuance, Special Requests made by the client or any other errors
- We process the reservations accordingly and make sure they get ticketed before the fare expiration which ensures that we meet the deadline and achieve the process SLA
- Performing quality checks on the reservations done by team
- Ensuring Airline debit memos are verified and crossed checked
- Sending itinerary invoices to customers via e-mail
- We also make outbound call to customers, airlines, or any other vendor in relation to the reservation.
Education
Bachelor’s - Commerce
Delhi University
04.2013
Diploma - Travel, Tourism & Airport handling
YMCA
04.2011
Commerce
Senior Secondary
04.2009
Skills
- Travel Tools & Technology
- Critical thinking & Problem Solving
- Customer Service
- Communication Skills
- Ability to work in a Team
- Ability to Multitask
- Client Relations
- Strategy Planning
- Leadership Skills
Languages
English, Hindi
First Language
Timeline
Product Support Analyst
American Express Global Business Travel
05.2018 - Current
Senior Associate
Cvent India Pvt Ltd
11.2015 - 05.2018
Senior Associate
Carlson Wagonlit Travels
05.2015 - 11.2015
Customer Relation Executive
Thomas Cook India Ltd
02.2014 - 04.2015
Senior Customer Service Executive
Serco Global Services
11.2011 - 02.2014
Bachelor’s - Commerce
Delhi University
Diploma - Travel, Tourism & Airport handling
YMCA
Commerce
Senior Secondary
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