Kartik Singhal
Ghaziabad
Summary
Experienced Team Lead with a passion for the travel industry and customer service, and a proven track record of delivering exceptional results. Skilled in leading high-performing teams to achieve business goals while maintaining a positive and collaborative work environment. Possess in-depth knowledge of the travel industry and GDS systems (Galileo and Sabre). Adept at managing multiple priorities with strong leadership, communication, and problem-solving skills, focused on team development and maintaining high customer satisfaction.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Team Leader
UPS-Project Cruise-Teleperformance
Noida
05.2025 - Current
- Leading and managing a team of 20+ associates, ensuring adherence to key KPIs such as FCR, Quality, AHT, Transfers, and Line Adherence.
- Managing shrinkage and attrition effectively by applying KYT (Know Your Team) skills and fostering team engagement.
- Driving performance improvement through quartile management, with focused support for bottom quartile agents using RAG insights and targeted coaching.
- Providing real-time floor support, auditing calls, and conducting coaching sessions to drive continuous improvement in service quality and compliance.
- Conducting pre- and post-shift huddles to ensure 100% communication of updates to the team and to address team concerns promptly.
- Handling customer escalation calls directly whenever cases are raised for a manager call, ensuring quick resolution and customer satisfaction.
Team Leader
EaseMyTrip
New Delhi
10.2021 - 05.2025
- Led, motivated, and trained a high-performing team of 30+ members in a time-sensitive and dynamic environment, consistently achieving operational KPIs.
- Successfully controlled attrition levels by fostering a positive and collaborative team environment.
- Contributed to an average monthly profit increase of INR 5-10 lakhs through effective management of flight cancellation refunds and rescheduling.
- Handled customer escalations with a proven record of successfully resolving cases with positive closures. Additionally, took charge of the social media team to streamline operations and enhance the overall customer experience.
- Reduced the National Consumer Helpline case pendency from 100 to 30 within a month of taking charge of the Social Media Escalations Team.
Sales Associate
OYO Hotels - IEnergizer
Noida
08.2020 - 10.2021
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Developed sales strategies based on research of consumer buying trends and market conditions.
- Was Awarded the Best Performer two times in a row.
- Trained new employees on customer service and organizing strategies.
- Solved customer challenges by offering relevant products and services.
Education
Bachelor of Commerce -
University of Delhi
New Delhi01-2021
Higher Secondary -
Rajni Public School
Dibai, Bulandshahr01-2018
Skills
- Operations monitoring
- Daily workflow management
- Conflict resolution
- Customer Relationship Management
- Performance improvement strategies
- Quality Control
- Shrinkage and attrition management
- Knowledgeable in GDS, Galileo, and Sabre
Accomplishments
- Supervisor of the Month - EMT
- Employee of the Month – OYO
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Certification
- Advanced Excel
Hobbies
- Caricaturing, music, travelling, cricket, badminton, bike ride, foosball
Timeline
Team Leader
UPS-Project Cruise-Teleperformance
05.2025 - Current
Team Leader
EaseMyTrip
10.2021 - 05.2025
Sales Associate
OYO Hotels - IEnergizer
08.2020 - 10.2021
Bachelor of Commerce -
University of Delhi
Higher Secondary -
Rajni Public School
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