Monika Bhardwaj

Process Associate – Travel Operations

Handled end-to-end travel booking processes including flight, hotel, visa, and insurance arrangements for both domestic and international clients.
Utilized Global Distribution Systems (GDS) such as Amadeus, Farelogix and Galileo for accurate and timely booking.
Assisted customers with itinerary changes, cancellations, and refunds, ensuring high customer satisfaction.
Coordinated with airlines, hotels, and third-party vendors for booking confirmations and resolving service issues.
Achieved daily/weekly productivity targets with quality benchmarks as per SLA requirements.

Team Lead – Travel Operations
Results-driven and highly motivated Team Lead with over 1.5 years of experience managing cross-functional teams, improving operational workflows. Adept at fostering collaboration, driving performance, and aligning team objectives with organizational goals. Strong communicator with a passion for mentoring team members and enhancing team productivity through strategic leadership.

PROFESSIONAL EXPERIENCE
Lead a team of 20 travel consultants managing international travel arrangements, including flight bookings, hotel reservations.
Monitored team performance against KPIs achieving and increase in customer satisfaction with good numbers .
Handled escalations from key clients and ensured quick resolutions, maintaining strong business relationships.
Conducted weekly team meetings and performance reviews, providing actionable feedback to improve productivity and quality.
Reported weekly and monthly performance metrics to senior management and contributed to strategic planning for team expansion and resource optimization.

As a Tele-Counseling Executive in the aviation industry, your primary responsibility is to engage with prospective students via phone calls, providing them with accurate and compelling information about aviation courses, career paths, and institute offerings. You will play a crucial role in guiding students through the admission process by understanding their aspirations, addressing their queries, and scheduling appointments with career counselors or academic advisors.