Exploring New Business Horizons
HIMANSHU AGGARWAL
Travel Astute
New Delhi
Summary
A travel astute with demonstrated history of 17+ years experience while working in various domains of travel & tourism industry with intense customer centric attitude. A leader with strong business acumen and go getter attitude while focusing on continuous improvement in efficiency & service delivery.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
Work History
Vice President
Easy Trip Planners Ltd
New Delhi
12.2021 - 11.2022
- Responsible for managing customer experience team including 235 Executives and 20 Leaders working under my direct supervision.
- Handling Corporate Travel vertical while driving sales from 25 Cr. to 150+ Cr. Y-o-Y while onboarding 100 CAT A & B Corporate clients & 500 SMEs on self booking tool.
- Implementing most effective Voc Methodologies to enhance customer experience across verticals while driving 86% C-SAT & 60+ NPS score with less than 3% escalations on quarterly basis.
- Playing pivotal role in company's overseas expansion in Middle East & South East Asia Market.
- Performing competitor & competitive analysis, liaisoning with GDS & local suppliers, airline partners, payment gateways so as to initiate API integration process with the help of tech team.
- Measuring the business performance at multiple levels by defining the KRAs and KPIs based on various data metrics.
- Sharing insights with core team to improve product development so as to boost online sales and revenue.
Director
Travel Tutor
New Delhi
10.2018 - 11.2021
Sr. Commercial Manager
Global Travel Portal LLC
Gurugram
07.2018 - 09.2018
- Maximizing profitability and position in Meta search listing by aligning mark-ups for B2C websites while performing competitor and competitive analysis.
- Implementing best practices to improve look to book ratio and achieved 24% growth M-o-M in LTB ratio.
- Negotiating fares with consolidators and suppliers to stay competitive especially on Middle East Domestic and International sectors.
- Overseeing the recruitment and training for new joiners and existing team members including leaders.
- Identifying potential opportunities to grow business while doing strategic partnerships with indirect competitors to boost sales and revenue.
- Analyzing daily/weekly/monthly P&L reports and share insights with core team as in how our company can make adjustments to improve performance.
Deputy Manager
Goibibo & MakeMyTrip
Gurugram
04.2016 - 06.2018
- Responsible for handling customer service team including 75 Executives & 8 Leaders working under my direct supervision.
- Ensuring service delivery in collaboration with 5 contact centres while handling customer service team including 250+ Executives and 30 Leaders post merger b/w Goibibo & MakeMyTrip.
- Maintaining 88% C-SAT, 58+ NPS Score and above 90% Service Level across assigned competency in voice, non-voice, chat & email process.
- Formulated scrubbing process to ensure swift closure on pending refund cases within 24 hours - one of the lowest in industry with 96% success rate.
- Identified potential opportunities for automation enhancement of re-issuance, cancellation & refund requests by preparing RCAs for used cases resulting customer escalations on various channels including social media.
- Improved refund success rate from 65% to 92% and cancellation success rate from 55% to 75% which in turn reduced outbound calls by approx. 70% & reduced manual intervention by 30% while handling day to day transactions.
- Earned Monthly & Quarterly Go Tripper Award for achieving 99.7% success rate in Go-time policy promise and controlling 78% revenue leakage by giving class room trainings to the voice/non-voice teams.
- Taking rigorous follow ups with airlines to claim refunds against Medical Grounds, Death Case, Name Error, Schedule Change, Flight Cancellation etc.
Director
Simplify Your Holidays Pvt Ltd
New Delhi
06.2013 - 04.2016
Asst. Team Leader
Southall Travel Ltd
Gurugram
03.2008 - 05.2013
Sr. Process Executive
IATA BSP INDIA
New Delhi
01.2007 - 03.2008
Travel Consultant
Omega Travels
New Delhi
04.2006 - 12.2006
Education
Bachelor of Arts - Arts
William Carey University
Shillong, India 04.2006 - 03.2009
Diploma - Tourism And Travel Management
Air Force Vocational College
New Delhi, India 04.2005 - 03.2006
High School Diploma -
Air Force Sr. Sec. School
New Delhi, India 04.2004 - 03.2005
Skills
Customer Experience
Interests
Timeline
Vice President
Easy Trip Planners Ltd
12.2021 - 11.2022
Director
Travel Tutor
10.2018 - 11.2021
Sr. Commercial Manager
Global Travel Portal LLC
07.2018 - 09.2018
Deputy Manager
Goibibo & MakeMyTrip
04.2016 - 06.2018
Director
Simplify Your Holidays Pvt Ltd
06.2013 - 04.2016
Asst. Team Leader
Southall Travel Ltd
03.2008 - 05.2013
Sr. Process Executive
IATA BSP INDIA
01.2007 - 03.2008
Bachelor of Arts - Arts
William Carey University
04.2006 - 03.2009
Travel Consultant
Omega Travels
04.2006 - 12.2006
Diploma - Tourism And Travel Management
Air Force Vocational College
04.2005 - 03.2006
High School Diploma -
Air Force Sr. Sec. School
04.2004 - 03.2005
Similar Profiles
ATUL KUMAR DUBEYATUL KUMAR DUBEY
Assistant Manager - Finance at Easy Trip Planners LtdAssistant Manager - Finance at Easy Trip Planners Ltd
SUMIT SUMIT null
Technical Advisor at travelomatrix trip planners pvt ltdTechnical Advisor at travelomatrix trip planners pvt ltd
Ryan SoudackRyan Soudack
Intern Architect at KFA Architects and PlannersIntern Architect at KFA Architects and Planners