Girish Misra

Company Overview: US-based OTA (CheapOair, FareBuzz, OneTravel)

• Lead 24/7 contact centre operations, managing high-performing teams for flight changes, new bookings, and cancellations across multiple channels.
• Own revenue generation through new bookings, ancillary sales, and post-booking transactions, exceeding targets via upselling and cross-selling.
• Champion customer experience, improving Email CSAT, IVR CSAT, and NPS to drive loyalty and retention.
• Monitor and optimize operational metrics—productivity, first-contact resolution, and average handling time.
• Drive continuous improvement via automation, process redesign, and loss reduction, reducing error rates and cost-to-serve.
• Identify and implement new revenue opportunities and customer-focused innovations aligned with business strategy.

Achievements:

• Improved margin per FTE YoY through customer outreach programs.
• Increased ancillary revenues via recommender logic and improved pitch rates.
• Reduced retail loss leakages to
• Enhanced CSAT by targeting high-DSAT transactions. - Instrumental in automation of Lead Management System (LMS) and driving change management.
• Won Leaderboard award “Incredibles” – Director Category Q1 & Q2 2025.

Company Overview: India’s largest online travel platform (MakeMyTrip, Goibibo, redBus)

• Directed customer care operations for international flights, FPH, and Alliance verticals, reporting to VP – CRM Operations.
• Managed 24/7 outsourced support with 160+ FTEs, ensuring SLA compliance, vendor performance, and service quality.
• Built and maintained airline and ticketing partner relationships to optimize coordination, resolve issues, and enhance service levels.
• Consistently achieved KPIs: Service Level, AHT, Quality, CSAT/DSAT, NPS, and Call Abandon Rate.
• Led business reviews, workforce planning, and vendor invoice validation to ensure operational and financial efficiency.
• Strengthened knowledge management and agent readiness through structured training and TNA mapping.
• Partnered with Technology teams to implement automation and improve workflows.
• Championed employee engagement, retention, and performance management through recognition and development programs.

Projects:

• Automation of Flight Cancellation Use Cases (Airline-Initiated / Medical / Death Waivers): Designed and implemented an automated refund process for complex cancellation scenarios. Enabled partial refunds upon airline reimbursements with real-time customer communication, significantly reducing manual intervention and error rates.
• Schedule Callback Integration (NPS Detractor Recovery): Integrated a proactive schedule callback feature to address missed call-back complaints, a key driver of low NPS. Resulted in improved customer satisfaction scores and measurable reduction in inbound call volume.
• Booking Failure Flow Enhancement for GFT (Gift Card / Wallet Transactions): Enhanced system workflow to auto-rebook failed transactions or trigger instant refunds via wallet or original payment mode if booking confirmation was not received within 1 minute, reducing operational load and improving automation coverage.

Company Overview: Leading travel technology provider

• Directed national Helpdesk operations, ensuring seamless 24/7 multi-channel support for travel partners and internal stakeholders across India.
• Monitored query volumes, SLA compliance, and service quality via ISO-compliant SOPs and performance dashboards.
• Designed tiered (L1/L2/L3) workflows, automated ticket routing, and knowledge bases to boost first-call resolution.
• Led root cause analysis and trend reviews to drive corrective actions and process improvements.
• Implemented disaster recovery, business continuity, and vendor strategies for uninterrupted service.
• Championed employee engagement, capability building, and succession planning through training and appraisals.
• Partnered with senior leadership on global sourcing strategies, positioning Amadeus as a preferred technology partner.
• Produced actionable MIS reports and insights, aligning KPIs and OKRs with organizational objectives.
• Oversaw outbound communications, escalations, and stakeholder engagement, ensuring transparency and trust.

• Managed high-volume telecom operations, leading 5 Team Leaders and 100+ associates.
• Delivered on client SLAs via governance calls, strategic planning, and real-time issue resolution.
• Maintained operational discipline through structured team management and performance reviews.
• Oversaw quality monitoring, recruitment support, MIS reporting, and training refreshers.
• Created critical process documentation (CCDs, CTQs, Rebuttals, FAQs) for operational consistency.
• Acted as central escalation point for technology and process-related issues.

• Company Overview: Global customer experience provider
• Supported NTL (UK) broadband customers with Tier 1 & Tier 2 troubleshooting, billing, and product upgrades.
• Managed Sprint PCS (USA) OTA mobile activations, network support, and account setup.
• Handled Amazon.com (Global) order-related queries via eCRM, ensuring timely resolution and high satisfaction.