Summary
Overview
Work History
Education
Skills
Interests
Timeline
Manager

Pooja Sharma

Diversified Profile
Delhi,India

Summary

Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 14 years of extensive leadership experience in Industry. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.

Overview

12
12
years of professional experience
7
7
years of post-secondary education
3
3
Languages

Work History

Manager

Tours & Treasures
New Delhi, New Delhi
11.2021 - Current
  • Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
  • Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
  • Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
  • Recruited, interviewed and hired individuals adding value, dedication and knowledge to sales team.
  • Conducted market research to discover new leads, opportunities and messaging.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.

Team Leader

Blueberry travels
Gurgaon, Haryana
07.2020 - 11.2021
  • Refined team workflows to better capitalize on individual strengths and maximize market share.
  • Expanded company customer base and cemented market presence by implementing strategic sales plans.
  • Led sales team to exceed quarterly sales goals.
  • Arranged travel accommodations for groups, couples, executives and special needs clients.
  • Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
  • Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
  • Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.


Business Development Manager

Yatra.com
Gurgaon, Haryana
09.2017 - 06.2020
  • Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
  • Developed and implemented favorable pricing structures balancing firm objectives against customer targets.
  • Created reports and presentations detailing business development activities.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Developed documentation and logs of implemented solutions and generated and submitted reports.

Senior Executive Assistant

Makemytrip.com
Gurgaon, Haryana
04.2014 - 09.2017
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
  • Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
  • Sought ways to improve processes and services provided.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Promptly responded to inquiries and requests from prospective customers.

Master Fraud Analyst

American Express
Gurgaon, Haryana
10.2012 - 03.2014
  • Contacted customers directly to notify of fraudulent activity and minimize impacts.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Oversaw daily operations to ensure high levels of productivity.
  • Summarized all key information regarding investigation into detailed report for delivery to client.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.

Senior Executive

IBM Makemytrip
Chandigarh, Chandigarh
09.2009 - 02.2012
  • Coordinated timely responses to online customer communication and researched complex issues.
  • Organized customer information and account data for business planning and customer service purposes.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Recommended potential products or services by collecting customer information and analyzing customer needs.

Education

Technical Degree of Secondary Education - Computer Applications

DAV Cent Public School
Haryana
01.2002 - 12.2008

Skills

Client Service

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Interests

Travelling

Reading

Timeline

Manager

Tours & Treasures
11.2021 - Current

Team Leader

Blueberry travels
07.2020 - 11.2021

Business Development Manager

Yatra.com
09.2017 - 06.2020

Senior Executive Assistant

Makemytrip.com
04.2014 - 09.2017

Master Fraud Analyst

American Express
10.2012 - 03.2014

Senior Executive

IBM Makemytrip
09.2009 - 02.2012

Technical Degree of Secondary Education - Computer Applications

DAV Cent Public School
01.2002 - 12.2008

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