Paras Gandhi
New Delhi
Summary
Dynamic, goal-driven professional with extensive experience in team leadership, conflict resolution, and customer satisfaction. Demonstrates a track record of optimizing team performance, implementing data-driven strategies, and fostering a high-performance culture. Seeking to leverage analytical and people management skills to elevate team efficiency and operational success in an Assistant Manager role.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Assistant Manager
Province Infotech Pvt Ltd
11.2020 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Conducted performance evaluations and provided constructive feedback to employees.
- Generated repeat business through exceptional customer service.
- Collaborated with finance and operations teams to streamline invoicing processes, achieving a 98% accuracy rate in billing and reducing processing time by 15%.
- Leveraged data analysis to identify trends in team performance and customer feedback, crafting targeted action plans that resulted in a 20% increase in productivity and customer satisfaction.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Manage training and onboarding for new hires, promoting a continuous learning environment.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Managed senior-level personnel working in marketing, sales, ticketing, quality and customer service capacities.
- Launched quality assurance practices for each phase of development
- Introduced an incentive-based recognition system to drive engagement and accountability, which contributed to a significant improvement in team morale and individual performance metrics.
- Arranged successful meetings with suppliers to secure exceptional flight deals, strengthening the company’s competitive position and expanding the customer base.
Team Leader
AVS Holidays Pvt Ltd
03.2019 - 04.2020
- Ensured minimal disruption to operations by resolving conflicts professionally and promptly.
- Evaluated team performance and provided constructive feedback to support team members' development.
- Established clear communication channels and provided timely feedback to foster a collaborative work environment.
- Developed a system for recognizing team accomplishments and implemented rewards to incentivize success.
- Analyzed data and evaluated survey feedback to identify areas for improvement, implementing strategies to enhance team effectiveness.
- Ensured team members had the necessary resources, tools, and training for success.
- Monitored team performance and metrics to identify areas for improvement and implemented targeted interventions.
- Provided training to new employees while effectively managing daily floor operations.
- Conducted weekly roster planning and managed team scheduling to optimize productivity.
- Assisted team members in creating itineraries using Amadeus and Sabre (GDS systems), enhancing efficiency and accuracy.
- Implemented strategies to drive revenue and minimize negative reviews and charge-backs, contributing to overall business success.
- Proactively addressed customer escalations, ensuring maximum satisfaction and retention.
Senior Travel Consultant
Ray Travels India Pvt. Ltd.
03.2017 - 11.2018
- Assisted customers with flight and hotel bookings, travel insurance, and other travel-related services.
- Managed online booking inquiries and assisted customers with queries and payment issues, resulting in increased customer satisfaction and improved customer loyalty.
- Utilized consultative sales techniques to understand customer needs and provide tailored solutions.
- Assisted customers with the best-customized travel packages, ensuring all arrangements were completed on time and within budget.
- Interacting with different suppliers to get deals for the customers.
- Captured travel-related information into Amadeus/Sabre reservation system
- Drafted and updated itineraries and kept travelers notified of changes.
Refund Analyst
Teleperformance Global Services
09.2015 - 09.2016
- Managed online refund inquiries and assisted customers with timely refund possessions.
- Proactively addressed customer escalations, ensuring maximum satisfaction and retention.
- Accepted payments and processed refunds and cancellation requests.
- Chasing and following up on refund requests placed to the airline.
- Resolved discrepancies in customer invoices and refunds.
- Verified data and resolved discrepancies by working closely with internal personnel on ARC.
- Created refund reports and documents as requested by the reporting manager.
Travel Consultant and Ticketing Executive
Interglobe Technologies
01.2012 - 03.2015
- Greeted customers in a friendly and professional manner, providing excellent customer service and creating a positive experience.
- Provided passengers with information regarding flight schedules, destination points, onboard services, and other pertinent information.
- Answered incoming calls and developed a rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided Assistance in Issuance and Re-Issuance of the air tickets.
- Drafted and updated itineraries and kept travelers notified of changes
- Proactively addressed customer escalations, ensuring maximum satisfaction and retention.
Education
Bachelor of Commerce -
Delhi University
01.2017
Secondary and Higher Education -
Sarvodaya Bal Vidyalaya
01.2011
Skills
- Conflict Resolution
- Team Management
- Communication
- Data Analysis
- MS Excel
- Customer Service
- Training and Development
- Revenue Generation
- Escalation Handling
- Refund Management
- Problem-Solving
- Giving Constructive Feedback
- Shift Scheduling
- Performance Evaluations
- Recruitment and hiring
- Orientating and training
- GDS Knowledge (Amadeus, Sabre and Galileo)
Certification
- Certified by Travel Port on completing the Galileo GDS Training.
Timeline
Assistant Manager
Province Infotech Pvt Ltd
11.2020 - Current
Team Leader
AVS Holidays Pvt Ltd
03.2019 - 04.2020
Senior Travel Consultant
Ray Travels India Pvt. Ltd.
03.2017 - 11.2018
Refund Analyst
Teleperformance Global Services
09.2015 - 09.2016
Travel Consultant and Ticketing Executive
Interglobe Technologies
01.2012 - 03.2015
Secondary and Higher Education -
Sarvodaya Bal Vidyalaya
Bachelor of Commerce -
Delhi University
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