Manish Bajaj

• Handling multiple campaign with HC of 150 executives.
• Taking care of 3 Lobs of International Hotel Sales Department of MMT-GI, Sales and Post Sales Both.
• Doing Real Time Analysis to ensure proper delivery.
• Monitoring Leads & their team performances in terms of quality, productivity and other KRAs.
• Ensuring all client KPIs (Answering, Adherence, ASA, C- Sat, Escalations & Losses etc.) Should be met.
• Tracking of performance to ensure no impact on Process Billing.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.

• Handling Multiple Campaign with HC of 150 executives.
• Taking care of 5-6 Sub Lobs of Hotel’s Department of MakeMyTrip which include Sales & Post Sales Both.
• Doing Real Time Analysis to ensure proper delivery.
• Monitoring Leads & their team performances in terms of quality, productivity and other KRAs.
• Ensuring all client KPIs (Answering, Adherence, ASA, C- Sat, Escalations & Losses etc.) Should be met.
• Tracking of performance to ensure no impact on Process Billing.

International Hotel Sales: -

• It was a sales process where in a team of 50 associates making sure that all the customer who are not buying with us due to any reason should book with us.
• To retain those customer agents has to provide them assistance for their Hotel Booking and further promotion if required.

Hotel Reconfirmation Process: -

• A team of 20 associates making sure that all the bookings should be reconfirmed at vendor’s end so that guest will not get any surprise at the time of check in.
• Ensuring this agent has to connect with vendors by Email/Call and follow other process in case of Stuck.

MMT Assured Campaign: -

• A revolutionary campaign in Indian Hospitality Market.
• A team of 30 agents ensuring that guest should get smooth and comfortable experience during their stay.
• A campaign which gives assurance to fix the issue in an hour else stay will be free.

Hotel Voice& Back Office: -

• A Team of 70 associates making sure that all the bookings should be reconfirmed at vendor’s end so that guest will not get any surprise at the time of check in.
• Customer should get answer of all their request queries and complain by calling or connecting through email.

Extra Initiatives

• Involved in Loss Reduction campaign of MMT.
• Active member of a programme by which we rectifying all the bugs & incorrect material from MMT so that we can void Incorrect bookings.
• Key Player of overall C Sat improvement project to achieved the desired targets.
• Taking care or vendor disputes (Rates, Payment etc.)
• Creating analysis to help the clients so that MMT should bring new campaign & improve.
• On all long weekends where in MMT get huge number of bookings, we ensure that entire MMT’s Answering should met and my team should be the highest contributors.
• Taking hurdles on regular intervals so that agents should be updated with the changes in the system also ensure that everything will happen as per the Compliance.

• An active team member of a sales team who need to ensure that customer’s Travel needs to be full fill momentarily as per their requirement.
• Got an opportunity to work as a mentor for new trainees.
• Promoted as a Quality Analyst in 2014.
• Got RNR of Fan Trip to visit Abroad.

• Handling Team of 20 executives.
• Doing Real Time Analysis to ensure proper call answering.
• Monitoring the CSA’s performances in terms of quality, productivity and giving regular feedbacks on the same.

Extra Initiatives

• Was Involved in Quality improvement project and achieved the desired targets.
• Apart from the given team, responsible to solve several queries related to product and process on the floor.
• Taking briefings at regular intervals so that agents should be updated with the changes in the system.
• Taking regular refreshers for the changes going in the software’s used in the system.
• Analyzing wrong logins of the agents who take calls and guide them to increase accuracy on the job.