Payal Sehgal
Customer Success Manager
New Delhi
Summary
Goal-oriented manager with distinguished experience Private Equity Industry and Travel industries possessing extensive experience identifying potential risks and trends in the stock market and Leadership abilities. Skilled at monitoring trends and researching the industry while advising investors on what stocks to purchase or sell.
Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
1
1
Language
Work History
Customer Support Manager
LetsVenture Pvt Ltd
New Delhi
11.2021 - 12.2022
- Works Individually or with a team in recommending action,scheduling and planning projects.
- Coaching and developing staff including formal objective,performance reviews and providing ongoing regular feedbacks.
- Effectively manage expectations that are set with customers .
- Ensure registering incidents of clients with all technical information for resolution/ escalation to the responsible teams.
- Maintain accurate, high-quality & timely documentation on actions taken to resolve client issues / errors
- If required / requested reach out to clients on the phone with the client to understand / educate on the issue / resolution.
- Routinely update the client, following SLA guidelines, on active issues to gain additional information or to advise of status.
- Managing AIF Onboarding End to End.
- Verifying Submission of KRA's & KYC's through Government of Karnataka online Portal systems.
- Worked on Zoho CRM, managing the ticketing process.
Senior Executive
Teleperformance Pvt Ltd
Gurugram
12.2017 - 11.2020
- Handle Business Class Corporate Clients with their travel requirements - domestic as well as international; flight(s) reservation and ticketing, hotel, transportation, and other related requests via both; written (i.e. mails) & verbal (i.e. calls majorly inbound and outbound if required) mode.
- Performed System Administration tasks for assisting clients with their queries.
- Use the Amadeus (GDS) software extensively along with other world class Tools to ensure excellent service delivery to the client.
- Use of Travel Online booking Tools and online booking environment.
- Finding and Negotiating with New Hotel/Apartments as per client need and location.
- Taking regular updates from the Hotels and meeting their Key account managers
- Co-ordinate with multiple departments to ensure quick resolution for the customer.
- Helping Management to prepare MIS reports, Quality reports and Productivity reports.
- Ensure latest updated policies, procedures, desk Instructions are read & complied.
Senior Analyst
American Express
Gurugram
03.2016 - 12.2017
- Help with Brand Enhancement and Retention of Customers through non-paralleled customer service.
- Actively responded to the queries/questions of the clients thus delivered an impeccable customer experience.
- Ensured unmatched customer satisfaction through inbound and outbound calling by processing card applications in timely and comprehensive manner.
- Handling Customer Escalations and Customer Engagement with focus on building and strengthening Relationship with the brand.
- Lead a project called Book My Show offer that resulted inflow of Business and helped get the card members back to using the card services.
- Co-ordinate with multiple departments to ensure quick resolution for the customer.
- Handling Hotel/ Apartment Reservations for Top card Members.
- Helped retain card members through various offers and excellent relationship development with them.
Travel Consultant
British Airways
Gurugram
02.2015 - 03.2016
- Handling Avios booking and providing them the upgrades on their Reservations.
- Use the Amadeus (GDS) software extensively along with other world class Tools to ensure excellent service delivery to the client
- Cross sell of hotels, car, and insurance, vacation packages to all existing and new clients.
Travel Consultant
Yatra Online Pvt Ltd
Gurugram
09.2012 - 01.2015
- Informed clients of travel policies and utilized preferred vendors to maximize company profits
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Organized trips for individual, family and business travelers.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
Education
Bachelor of Arts - Tourism And Travel Management
SMJPS
New Delhi 01.2014 - 07.2017
Skills
Customer Relations
undefinedTimeline
Customer Support Manager
LetsVenture Pvt Ltd
11.2021 - 12.2022
Senior Executive
Teleperformance Pvt Ltd
12.2017 - 11.2020
Senior Analyst
American Express
03.2016 - 12.2017
Travel Consultant
British Airways
02.2015 - 03.2016
Bachelor of Arts - Tourism And Travel Management
SMJPS
01.2014 - 07.2017
Travel Consultant
Yatra Online Pvt Ltd
09.2012 - 01.2015
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