Pooja P N

Key Responsibilities & Achievements

• Managed and led a team of 20+, driving performance, engagement, and accountability.
• Conducted volume forecasting and workforce planning to ensure optimal schedule coverage.
• Monitored queues and volumes, delegated tasks effectively, and ensured daily SLA achievement.
• Delivered coaching to improve productivity, quality, and adherence metrics.
• Prepared and analyzed productivity and quality reports to support data-driven decisions.
• Provided regular performance feedback and implemented action plans for continuous improvement.
• Offered real-time floor support to resolve escalations and operational challenges.
• Led training and development initiatives to enhance team capability and readiness.
• Collaborated with cross-functional teams to achieve shared business and operational goals.
• Participated in task forces for process improvement, driving efficiency and quality enhancements.

Career Progression: E-Travel Professional → IATA Ticketing Agent → Senior IATA Ticketing Agent → Senior IATA Ticketing Expert.

Key Responsibilities & Achievements:

• Delivered end-to-end customer support across calls, emails, and chats, ensuring high-quality service.
• Managed back-end travel operations, including ticketing, exchanges, refunds, name corrections, and schedule adjustments.
• Worked on Amadeus, Worldspan, NDC, BSP, TF, and managed complex escalations and ARC commissions
• Played a key role in data migration projects, including process testing, validation, and issue resolution.
• Supported training and development of pilot batches, enabling smooth adoption of new tools and processes.