KANCHAN GIDWANI
Pune
Summary
- 15+ years of management experience in Airline/Aviation & Telecom Operations with hands on exposure & knowledge in Customer Service, Contact Center Management, Setting-up and Migration of Airline Reservation Systems, Social Media & Email Response Management, Service Delivery, Transitioning, Project Management, Vendor Management, Recruitment, Training & Quality Analysis Experienced Customer Service & a Six Sigma Certified (Green Belt) professional with a proven track record in Inbound & Outbound, Voice & Non-Voice, Retention & Relations with effective management skills and leadership qualities Involved in multiple projects resulting in reduction of Count & Revenue Churn, strengthening of existing processes resulting in improved customer experience Highly motivated and a self-starter with an ability to lead large managerial and operational teams, coaching, counseling and mentoring of the operations team to achieve desired service management performance AREAS OF EXCELLENCE Customer Service
- Project Management
- Process Management & Improvement Sales Support
- Data Management & Analysis
- PSS/Reservation System Set-up & Migration Service Delivery
- Vendor Management
- Contact Centre/Call Centre Operations Team Management
- MIS & Reporting
Overview
23
23
years of professional experience
Work History
Senior Project Manager
IGT Solutions
01.2022 - Current
- Responsible for setting up contact center solutions for Airlines, Travel & Hospitality, OTAs, and E-Commerce customers
Senior Manager
flybig Airlines (Big Charter Pvt Ltd)
03.2020 - 09.2021
- Responsible for implementation of the PSS reservation system
Senior Manager Call Center, Sales Support & Sales Projects
Go Airlines (India) Ltd., Mumbai
06.2012 - 01.2019
- Responsible for managing the complete Sales processes & SOPs and thereby integrating them with the IT capability
Manager - Operations
HERO ITES (HERO BPO), Delhi
01.2011 - 12.2011
- Responsible for managing the Outbound Call Centre
Assistant Manager – Customer Services
Vodafone Essar, Pune
04.2007 - 12.2009
- Managing the Outbound Call Centre
Assistant Manager – Customer Services & Operations
Infosys Ltd., Pune
01.2005 - 03.2007
- Managing end to end order management (Quote to Cash) Operations for high technology manufacturer across Pune & Bangalore Centers of Infosys
Team Leader - Operations
TATA Tele Services Ltd. ( E2E Serwizsol)
01.2002 - 01.2005
- Supervising and managing the team to achieve business objectives and Client SLAs
Skills
- Customer Service
- Project Management
- Process Management & Improvement
- Sales Support
- Data Management & Analysis
- PSS/Reservation System Set-up & Migration
- Service Delivery
- Vendor Management
- Contact Centre/Call Centre Operations
- Team Management
- MIS & Reporting
Academicqualification
- MBA (Finance & HR) – Symbiosis, Pune, 2014
- M. Com (Costing & Marketing) – Pune University, 2002
- Diploma in Air & Travel Management – Trade Wings, Pune, 2002
- Diploma in Office Automation – Working knowledge of MS-Office & Windows - with proficiency in Word Excel, & Powepoint
Accomplishments
- Rewarded as the Team Extra Miler for consistent team performance & meeting compliance, quality & data targets
- Mentoring the new Ramp up teams in the process, to improve and develop their Individual learning Curves
- Certified Trainer for Product & Process from the Client side
- Part of the Gurukul & PIP Program to bridge the gap between training & operations for agents clearing the training & entering operations in order to get them accustomed to operational procedures & help them come up the learning curve faster by conducting refresher trainings, Mock Calls, weekly & monthly quizzes to ensure a smooth flow of all updates coming from the client
- Have been rewarded the Star of the Month Award for 4 consecutive times
- Aligned to the hiring & recruitment team from operations to meet the process ramp up targets
Professional Highlights
15+ years of management experience in Airline/Aviation & Telecom Operations with hands on exposure & knowledge in Customer Service, Contact Center Management, Setting-up and Migration of Airline Reservation Systems, Social Media & Email Response Management, Service Delivery, Transitioning, Project Management, Vendor Management, Recruitment, Training & Quality Analysis
Areas Of Excellence
- Customer Service
- Project Management
- Process Management & Improvement
- Sales Support
- Data Management & Analysis
- PSS/Reservation System Set-up & Migration
- Service Delivery
- Vendor Management
- Contact Centre/Call Centre Operations
- Team Management
- MIS & Reporting
Projects
flybig Airlines and GoAir, Contact Center Set-Up & Migration – Sole handedly managed the complete Contact Center set-up and migration including operations, recruitment & training (along with the partner), IT systems and processes, 01/01/2020, 12/31/2021 Vodafone Essar, Outbound National Project – Part of the core team for the Outbound National project to be implemented Pan India. As a Key member of the project was responsible for standardization of all the campaigns run across circles to enhance dialer, process & agent productivity from current levels & provide a differential experience to the subscribers been outcalled, 01/01/2019, 12/31/2019
Training
- Service Passion
- Power to Delight
- Voice Modulation
- Client Interfacing Skills
- Leadership Fundamentals & Leadership Skills
- Coaching & Feedback
- Analytical Skills
Timeline
Senior Project Manager
IGT Solutions
01.2022 - Current
Senior Manager
flybig Airlines (Big Charter Pvt Ltd)
03.2020 - 09.2021
Senior Manager Call Center, Sales Support & Sales Projects
Go Airlines (India) Ltd., Mumbai
06.2012 - 01.2019
Manager - Operations
HERO ITES (HERO BPO), Delhi
01.2011 - 12.2011
Assistant Manager – Customer Services
Vodafone Essar, Pune
04.2007 - 12.2009
Assistant Manager – Customer Services & Operations
Infosys Ltd., Pune
01.2005 - 03.2007
Team Leader - Operations
TATA Tele Services Ltd. ( E2E Serwizsol)
01.2002 - 01.2005
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