Kishore Kumar
Delhi
Summary
With over 15 years in the travel industry, I excel in travel management, customer service, and operations. Known for delivering exceptional service and optimizing travel processes, I adeptly handle complex itineraries and high-stakes situations. My expertise drives business growth and consistently exceeds client expectations.
Overview
16
16
years of professional experience
Work History
Team Coach
Carlson Wagonlit
Gurugram
01.2017 - Current
- Team Management: Managed and supervised a team of 30 employees, fostering collaboration and enhancing overall operational efficiency.
- Email Management: Managed all client emails using the PEGA system, ensuring timely and accurate responses.
- Call Handling: Improve call management processes for efficient and professional handling of calls.
- Cancellation Management: Process client requests for booking cancellations. Ensure cancellation requests are handled promptly and accurately.
- Service Level Agreement (SLA) Maintenance: Maintain SLA standards above 80%.Monitor performance metrics to ensure compliance.
- Average Speed of Answer (ASA): Ensure all agents pick up calls within 20 seconds. Implement strategies to maintain low ASA.
- Shift Handover: Prepare and send shift handover emails. Ensure seamless transition between shifts.
- Training and Development: Conduct regular training sessions for team members. Identify skill gaps and provide necessary coaching.
- Quality Assurance: Implement quality control measures. Conduct regular audits to ensure adherence to company standards.
- Compliance and Policy Adherence: Ensure team compliance with company policies and regulations. Keep the team informed about any updates or changes in policies.
- Huddles and Communication: Conduct regular huddles to update agents on new information and updates. Facilitate clear and effective communication within the team.
Reservation Executive
Goibibo.com (Corporate Office)
Gurugram
01.2017 - Current
- Resolve customer queries, when portal was not able to generate ticket automatically
- Issue international and domestic tickets both
- Exchanges for International and domestic sector.
Process Analyst
Call BA(Subsidiary Of British Airways)
Gurugram
05.2015 - 12.2016
- Fresh Issuance on pegasus gds(Developed by British airways,powered by Amadeus)
- Issue CAT 35 tickets
- Issue Avios/partial Avios ticket(Mileage membership program run by BA)
- Issue direct deposit tickets(where pax directly deposit money in BA bank account)
- Exchanges/partial exchanges.
Reservation Agent
Aadya-E-Travel (A Unit Of PCTI)
Delhi
02.2011 - 09.2013
- Handle customer calls
- Make a reservation as per customer needs
- Send pnr's to consolidator to confirm booking
- Domestic and International tickets
- Trains Tickets
- Hotels Booking
- Packages
- Face to face customer queries.
Process Associate
Interglobe Technologies
Gurugram
10.2008 - 02.2011
- Hardcore ticketing for Expedia.com (Amadeus)
- Fresh ticket issuance
- Nett Remit tickets
- CAT 35 tickets
- Partial/Full Exchanges
- Partial/Full Refunds
- Work for 6 different markets(Hong Kong, Japan, Thailand, India, Australia, New Zealand).
Education
IATA Foundation Diploma(Certified By Montreal,CA): Travel -
Y.M.C.A
Delhi09.2020
Bachelor of Commerce: Commerce -
Delhi University
Delhi03.2010
Diploma in Travel Tourism & Airport Handling: Travel -
Y.M.C.A
Delhi03.2006
CBSE: Commerce -
Sarvodaya Co:ed School
Delhi03.2005
Skills
- Amadeus
- Galileo
- Sabre red Itineraries
- Travel insurance
- Ticket issuance
- Exchanges/Partial exchanges
- Refund/Partial refund
- Corporate call handling
- Excel
Personal Information
Title: Travel Counselor
Languages
- Hindi
- English
- Punjabi
Timeline
Team Coach
Carlson Wagonlit
01.2017 - Current
Reservation Executive
Goibibo.com (Corporate Office)
01.2017 - Current
Process Analyst
Call BA(Subsidiary Of British Airways)
05.2015 - 12.2016
Reservation Agent
Aadya-E-Travel (A Unit Of PCTI)
02.2011 - 09.2013
Process Associate
Interglobe Technologies
10.2008 - 02.2011
IATA Foundation Diploma(Certified By Montreal,CA): Travel -
Y.M.C.A
Bachelor of Commerce: Commerce -
Delhi University
Diploma in Travel Tourism & Airport Handling: Travel -
Y.M.C.A
CBSE: Commerce -
Sarvodaya Co:ed School
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