Gracelyn Ravi
Vyara
Summary
Results-driven Team Leader with expertise in operational leadership and talent development. Guides employees to connect classroom training with production demands while providing ongoing process refreshers. Leverages data-driven insights for root-cause analysis, reducing agent attrition and cultivating a collaborative, high-performing team culture.
Overview
5
5
Languages
7
7
years of professional experience
Work History
Team Leader
IGT Solutions - Motel6 Process & Lufthansa
08.2023 - 04.2025
- Supervised a team of 16 employees across rotating shifts, ensuring daily targets were met.
- Allocated workloads and monitored team's performance to ensure alignment with KPIs.
- Facilitated regular team meetings to address progress and obstacles, driving collaborative solution brainstorming.
- Provided constructive feedback to enhance goal achievement and foster team development.
- Acted as the first point of escalation for staff issues and operational concerns.
Trainer
IGT Solutions - IndiGo Process
03.2020 - 11.2021
- Delivered comprehensive classroom and floor training in Skyspeed, reservation workflows, and customer handling policies to enhance agent proficiency.
- Increased quality scores through interactive roleplays, live call simulations and tailored coaching modules.
- Identified recurring errors through QA audits and implemented targeted refresher training for tenured agents to improve overall service quality.
- Monitored agent transitions from classroom to production floor, successfully minimising nesting attrition.
Customer Service Representative
IGT Solutions - IndiGo & TripActions
04.2018 - 02.2020
- Managed concurrent customer interactions across voice calls and live chat to swiftly resolve travel disruptions, ensuring customer satisfaction.
- Processed flight bookings, cancellations, exchanges and complex reissues using Sabre GDS and Skyspeed.
- Reaccommodated passengers during flight delays or cancellations by adjusting flight schedules and providing timely resolutions to minimise inconvenience.
- Assisted clients with hotel reservations by directly contacting properties to verify availability, process bookings, and confirm reservations, enhancing client experience.
Education
Master of Business Administration - Business Administration
Annamalai University
Annamalainagar, IN-TN01-2017
Foundation Degree in Science - Computer Application
SRM Institute of Science and Technology
Kanchipuram, IN-TN01-2015
Certificate of Higher Education - Accounting
Zion International School
Kodaikanal, TN01-2012
Skills
Technical Skills -
- SkySpeed (Navitaire PSS)
- Sabre GDS
- Central Reservation System
- Live chat support software
- IVR systems
Operational & Core Skills-
- Problem-solving
- Time management
- Omni-channel communication
- IRROPs management
Leadership & Training Skills-
- Coaching
- Quality assurance
- KPI tracking
- Floor management
Languages
English
Proficient
C2
Hindi
Proficient
C2
Tamil
Intermediate
B1
Korean
Elementary
A2
Gujarati
Upper Intermediate
B2
Hobbies and interests
- Learning Foreign Languages
- Cooking
- Watching Historical documentaries
Timeline
Team Leader
IGT Solutions - Motel6 Process & Lufthansa
08.2023 - 04.2025
Trainer
IGT Solutions - IndiGo Process
03.2020 - 11.2021
Customer Service Representative
IGT Solutions - IndiGo & TripActions
04.2018 - 02.2020
Master of Business Administration - Business Administration
Annamalai University
Foundation Degree in Science - Computer Application
SRM Institute of Science and Technology
Certificate of Higher Education - Accounting
Zion International School