Geetika Kapoor Dang
Client Implementation
New Delhi
Summary
A confident, persuasive individual with Over 18+ years of expertise, having a strong professional demeanor with ability to drive administrative activities that are in conjunction with projects that organizations drive to bring value. Grow with the crux being extensively laid on teamwork, harmony, effectiveness, leadership, flexibility and analytical skills and to become an asset to the organization I belong
Overview
18
18
years of professional experience
Work History
National Head-Customer Onboarding
FCM Travel Solutions
09.2022 - Current
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Reduced operational costs by identifying areas of inefficiency and implementing cost-saving measures.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
Sr. Manager- Client Implementations
FCM Travel Solutions
01.2022 - 09.2022
- Managed budgets effectively, achieving financial objectives while maintaining strict control over expenditures.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Promoted a culture of continuous learning through regular workshops, seminars, and training sessions for staff.
- Implement Global customers on different booking platforms like Concur, KDS, Cytrix, local tools
- Created the accounting & OBT tools by following the process of ‘AOP’ on inhouse tool-FAME
Sr. Manager Implementations
SOTC Travels
09.2016 - 01.2022
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Created and maintained BRD, Implementation & Project Plan for each and every account
- Coordinating with internal stakeholders with the new product Integration
- Managing In and out functionality and developments of the tool
Manager – Product Support
SOTC Travels
10.2014 - 09.2016
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Provide on-line Meetings and conference calls to orientate a new client, present new functionality, perform training, and collaborate with clients about concerns
- Coordinate with internal stakeholders with the new product Integration
Manager Operations & Sales
GEANIS HOLIDAYS Pvt Ltd
08.2013 - 09.2014
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Conducted competitive analysis to identify market trends and capitalize on emerging opportunities for growth.
- Promoted and marketed the business to corporate
- Sold travel products and tour packages
- Sourced products and destinations to meet consumer demands for bespoke travel and sustainable tourism
- Took part in familiarization visits to new destinations/ properties in order to gain information on issues and amenities of interest to consumers
- Constantly motivated the sales team to hit their targets and ensure company profitability
Product Configuration Specialist
Carlson Wagonlit
09.2012 - 03.2013
- Implemented the setup of Online Booking Tool of new clients across the APAC region
- Handled the escalations of the Level-1 support team members
- Provided Product Support service delivery for our nominated Product suite including 3rd party OBT providers
Subject Matter Expert
Carlson Wagonlit
12.2011 - 09.2012
- Assessed and call monitor operational employees on quality and customer service skills, ensuring delivery of CWT Cycle of Service
- Conducted Training/Coaching to First Level of Support in terms of Product related queries
- Liaised with local country contacts, Program Management, Implementations and TTS groups to ensure product is correctly setup configured and supported according the service level agreement
Technical Support
Carlson Wagonlit
09.2009 - 12.2011
- Assisted customers with technical support inquiries.
- Provided Online assistance and navigational support to clients in creating flight, hotels and car reservations on Online booking using web tools provided by Carlson
- Escalated technical issues faced by clients to level 2 for further assistant using a third party tool that manages escalations through ticket system
Sr. Travel Counselor
Carlson Wagonlit
10.2007 - 09.2009
- Enhanced customer satisfaction by providing personalized travel recommendations and tailored itineraries.
- Took inbound calls and processing Domestic and International reservation (Flights, Hotel Accommodations & Car Hire) from HP Corporate clients across seven countries in APAC region
- Coordinated with team members to ensure process updates are effectively downloaded to team in a timely manner
Customer Care Associate
Travel Port
03.2007 - 10.2007
- Provided floor support with Trainers to new recruits as a part of OJT
- Worked in Orbitz Fulfillment process, profile includes Ticket Issuance, Ticket Exchanges, Processing Voids & Refunds on various airlines
- Coordinated with different airlines pertaining to different kind of errors faced while processing transactions
Customer Care Associate
Inter Globe Technologies
03.2006 - 03.2007
- Worked in United Airlines Process in a flight protection Dept. Advising schedule changes to passengers based in North America, providing online resolution
- Informed travelers of waitlist confirmation status
- Worked on queues with different requests and clearing them within SLA defined
Education
B.Com -
Delhi University
Delhi, India 04.2001 -
Diploma in Ticketing And Tourism -
Trade Wings
Delhi, India 04.2001 -
Diploma in Computer Reservation Systems -
Galileo
04.2001 -
Diploma in Computer Reservation System -
ABACUS
04.2001 -
Skills
Decision-Making
undefinedTimeline
National Head-Customer Onboarding
FCM Travel Solutions
09.2022 - Current
Sr. Manager- Client Implementations
FCM Travel Solutions
01.2022 - 09.2022
Sr. Manager Implementations
SOTC Travels
09.2016 - 01.2022
Manager – Product Support
SOTC Travels
10.2014 - 09.2016
Manager Operations & Sales
GEANIS HOLIDAYS Pvt Ltd
08.2013 - 09.2014
Product Configuration Specialist
Carlson Wagonlit
09.2012 - 03.2013
Subject Matter Expert
Carlson Wagonlit
12.2011 - 09.2012
Technical Support
Carlson Wagonlit
09.2009 - 12.2011
Sr. Travel Counselor
Carlson Wagonlit
10.2007 - 09.2009
Customer Care Associate
Travel Port
03.2007 - 10.2007
Customer Care Associate
Inter Globe Technologies
03.2006 - 03.2007
B.Com -
Delhi University
04.2001 -
Diploma in Ticketing And Tourism -
Trade Wings
04.2001 -
Diploma in Computer Reservation Systems -
Galileo
04.2001 -
Diploma in Computer Reservation System -
ABACUS
04.2001 -
Similar Profiles
MOURINE ASEYO KAMADIMOURINE ASEYO KAMADI
Visa Officer at FCM TRAVEL SOLUTIONS (K)Visa Officer at FCM TRAVEL SOLUTIONS (K)
Benjamin UlmanBenjamin Ulman
Sr. Account Manager at FCM Travel SolutionsSr. Account Manager at FCM Travel Solutions
Ismail MosaIsmail Mosa
Business Travel Consultant at FCM Travel SolutionsBusiness Travel Consultant at FCM Travel Solutions
SARAH CURRIESARAH CURRIE
Solution Design Consultant at FCM Travel SolutionsSolution Design Consultant at FCM Travel Solutions
Nitin DhamijaNitin Dhamija
Chief Finance Officer (CFO) at Expo Stand Services Pvt. Ltd.Chief Finance Officer (CFO) at Expo Stand Services Pvt. Ltd.