MANOJ LOHIYA
Team Leader - Operations
Mumbai
Summary
Reliable business professional with experience in operations, process improvement and people management. Forward-thinking Specialist bringing 4+ years of expertise in Travel sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Proficient in Amadeus and Sabre.
Overview
6
6
years of professional experience
3
3
Languages
Work History
Lead Associate - Operations
WNS Global Services
Mumbai
11.2021 - Current
- Currently Working in WNS from 08th Nov'21.
- Was hired as a Sr. Associate Operations for fulfillment of bookings.
- Where Vistara was just one airline Specific, here I got the opportunity to learn about the Travel Agency side of the Airlines
- The process that i work for is an International Travel management company who only deals with Corporate Clients (Netflix, Rivian and Unilever) are some of our biggest clients
- Getting on client calls, having weekly reviews with the error's for our process, giving suggestions on what could we do to improve our quality scores, managing SLA, sharing weekly reports on the performance, having 1o1 with the agents were my added responsibilities along side processing bookings.
- Got promoted as a Lead Associate - Operations effective Apr'23
- Have worked on Sabre and Amadeus both here, where our queues majorly consists of Ticket Reject, Exchanges, Involuntary Exchanges, ASC's, and Refunds for both the GDS
- Some of the additional responsibilities which I took was taking OJT batches for their Certification after their training
- Worked with colleagues to create prototypes for designs and training materials.
- During this time I have also managed to complete my certification as a WNS Certified Trainer.
Operations Team Leader
Majorel
Navi Mumbai
06.2019 - 11.2021
- Have worked in Majorel for 2 years and 5 months for an Airline process (Vistara Airlines)
- Was joined as a CSA for an inbound process where customer's used to interact with us for their queries related to the bookings
- Because of my performance I was then moved to the escalation desk for managing customers who were high profile/or would wanted to speak to a Supervisor
- During this time we managed to win the whole of Back Office for Vistara Airlines
- After taking calls for 11 months was then moved to Back Office where I got the opportunity to understand the back office side of the business
- The GDS which we were using was Amadeus, where I have done Issuance, Cancellation, Refunds, Exchange, Involuntary Exchange and raising ACM for Travel Agency exchanged tickets for refund
- Eventually I got promoted as a Team Leader - Operations (Back Office)
- Managing queues, while also maintaining my KPI's and KRA's were an essential part of my deliverables.
- Increased overall efficiency and productivity of team by revamping jobs, schedules and daily assignments.
- Trained, coached and managed a 20 person team of Back Office agents and working professionals.
- Sat on new hire interviewing panel and made recommendations.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
CSE
First Source
Navi Mumbai
02.2018 - 10.2018
- Have worked in First Source for a span of 8 months as a CSE for Airtel collection process
- Developed strong communication and organizational skills through working on group projects.
- Strengthened communication skills through regular interactions with others.
- It was an outbound BPO where mostly there were system generated calls to the customer's with pending Airtel bills
- Due to my performance in 3 months I was moved to another department which was only dealing with high value Corporate customer for which also I have got multiple appreciation from the client.
Education
SSC -
ST. Joseph's High School
MumbaiHSC -
SIWS Wadala
MumbaiSkills
Excel
Amadeus
Outlook
Sabre
Customer Service
Communication Skills
People management
Team leadership expertise
Marital Status
Single
Personal Information
- Date of Birth: 09/06/98
- Nationality: Indian
Accomplishments
- Was Awarded as best team leader in 2 quarters in a year
- WNS Certified Trainer
Hobbies
Working Out
Listening Music
Long tours on Bike/Travelling
Disclaimer
I hereby declare that I above mentioned information is correct to the best of my knowledge.
Timeline
Lead Associate - Operations
WNS Global Services
11.2021 - Current
Operations Team Leader
Majorel
06.2019 - 11.2021
CSE
First Source
02.2018 - 10.2018
SSC -
ST. Joseph's High School
HSC -
SIWS Wadala