Lakshmi Narayan Mishra
New Delhi
Summary
A dynamic, results-driven, and seasoned professional with over a decade of experience in the travel industry, and a proven track record of success in training, customer experience, team leadership, project management, and client relations. Skilled at driving initiatives from conception to completion, while ensuring adherence to quality standards and timelines. A strong communicator with a talent for building and nurturing productive relationships.
Overview
8
8
years of professional experience
Work History
Traveler Service Senior Associate-Premium
Expedia Group
Gurugram
11.2022 - Current
- Conducting regular quality and feedback sessions.
- Managing leadership escalation cases and addressing errors highlighted from vendor locations.
- Providing comprehensive on-the-job training (OJT) support to assist with team assignments and deliverables.
- Partnering with the training team to enhance SOPs in line with process updates and product developments.
- Serving as a liaison, facilitating communication between management and associates.
- Mentoring junior associates, fostering professional growth, and helping them reach their full potential.
- Enhancing operational efficiency by identifying areas for improvement, and proposing actionable solutions.
- Providing extensive support to internal and external clients pertaining to their reservations via calls and chats.
Commercial Distribution Support Executive
National Air Services (NAS)
Riyadh
08.2019 - 08.2021
- Facilitated group, Hajj, and Umrah bookings.
- Reviewed ADMs and granted special approvals/waivers.
- Supported senior leadership by accurately reporting monthly updates.
- Monitored the industry trends to determine the direction in which it is heading.
- Steering the challenges of scaling up enterprise-wide adoption of digital tools.
- Stayed updated on the best travel protocols and pricing through regular networking and research.
- Provided extensive support to trade partners and internal clients regarding their reservations via email during the COVID crisis.
- Transformed operational efficiency by implementing methods and digital tools across various business functions to gather valuable customer insights, enhance customer experience, and deliver excellent customer service.
Lead Associate-Training
IGT Solutions Pvt. Limited
Gurugram
04.2017 - 07.2019
- Trained new employees using effective training modules.
- Worked a flexible schedule to accommodate changing customer needs.
- Provided thorough on-the-job training (OJT) support to assist with team assignments and deliverables.
- Maintained regular correspondence with clients to clarify process updates, and communicated them to operations.
- Reduced process lags by effectively conducting retraining (TNI) on best practices and protocols.
- Created and updated training materials, SOPs, and Minimum Skill Requirements (MSR) documents.
- Presented and demonstrated the above documents to existing and prospective clients for approval.
Education
Bachelor of Arts - Travel & Tourism
Himalayan University
Arunachal Pradesh03-2018
Higher Secondary - Commerce
National Institute of Open Schooling (NIOS)
Uttar Pradesh03-2009
Skills
- Training Management
- New Hire Management
- Update Management System
- Team Building and Leadership
- Performance Enhancement Solutions
- Commercial relationship management
- Content Development and Management
- SABRE, Amadeus, Travelport, Navitaire, and Salesforce platforms
- Sales, Support, Exchanges, and Refunds
Languages
Hindi
First Language
English
Advanced (C1)
C1
Accomplishments
Ibibo Group Pvt. Limited
- Promoted to Line Trainer within 9 months.
- Supervised the pilot batch of the international voice process
- Created a specialized document (name format and contact information) to ensure smooth operations.
Timeline
Traveler Service Senior Associate-Premium
Expedia Group
11.2022 - Current
Commercial Distribution Support Executive
National Air Services (NAS)
08.2019 - 08.2021
Lead Associate-Training
IGT Solutions Pvt. Limited
04.2017 - 07.2019
Bachelor of Arts - Travel & Tourism
Himalayan University
Higher Secondary - Commerce
National Institute of Open Schooling (NIOS)
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