PRIYA NARANG
Bengaluru,TS
Summary
Accomplished Travel Operations and Customer Experience professional with 11 years of experience in global travel, hospitality, and contact center operations. Specializes in Sabre and Amadeus GDS, international bookings, escalation management, and team leadership. Delivers customer-centric travel solutions while enhancing operational efficiency and developing standard operating procedures across diverse markets.
Overview
4
4
Certifications
14
14
years of professional experience
Work History
Team Leader — Sales & Business Development (Travel & Lifestyle Accounts)
Accenture
10.2025 - Current
- Led regional travel and lifestyle sales operations, monitoring bookings, revenue performance, receivables, and partner SLAs to ensure operational alignment.
- Drove KPI tracking through Power BI and MIS dashboards to assess conversion rates, refund TAT, customer satisfaction, and operational efficiency.
- Coach travel consultants on consultative selling, itinerary management, and booking quality standards.
- Collaborated with stakeholders to enhance travel campaigns, partner engagement, and seasonal sales strategies, driving overall sales performance.
Team Leader — Escalations & Operations (HDFC Premium Travel & Lifestyle Cards)
Reward360
02.2025 - 09.2025
- Managed L2 escalations for premium HDFC Infinia and Diners cardholders, enhancing service resolution across travel, hotel, and concierge services.
- Managed L2 escalations for premium HDFC Infinia and Diners cardholders across travel, hotel, and concierge services.
- Developed SOPs and operational playbooks that improved SLA compliance and reduced escalation turnaround time.
- Prepared MIS reports and performance dashboards, providing actionable insights for senior leadership reviews.
Master Credit Specialist — Collections & Credits
American Express India Pvt Ltd
01.2020 - 02.2025
- Managed collections and credit operations for premium customer portfolios, including travel and platinum segments, ensuring timely payments.
- Streamlined collection processes, maintaining delinquency levels consistently below defined NPA thresholds.
- Collaborated with customer service and travel teams to resolve refunds, disputes, and chargeback issues.
- Created data-driven reports to pinpoint risk patterns and highlight opportunities for operational improvements.
Senior Executive — Travel Sales & Customer Support (Acting Team Lead)
Metaminds Technologies Pvt Ltd
01.2018 - 01.2020
- Managed end-to-end international travel bookings, ensuring accurate quotations, timely ticketing, seamless exchanges, and comprehensive post-sales support.
- Executed Sabre and Amadeus GDS operations for international flight and hotel reservations, optimizing booking processes.
- Handled Sabre and Amadeus GDS operations for international flight and hotel reservations.
- Acted as Team Lead for 10 months, managing rosters, escalations, and team performance.
Executive — Travel Sales & Exchanges
Fareportal India Pvt Ltd
05.2013 - 08.2015
- Managed international reservations and holiday packages across US, Canada, UAE, and UK markets.
- Managed itinerary changes, refunds, exchanges, and rescheduling using Sabre and Amadeus GDS to ensure seamless travel experiences.
- Addressed customer escalations, achieving high customer satisfaction and retention rates.
Practitioner — International Travel Reservations
IBM
05.2012 - 05.2013
- Processed international travel reservations and addressed customer inquiries using GDS systems, ensuring accurate and timely service.
- Coordinated exchanges, rescheduling requests, and complaint resolutions, upholding high service standards to enhance customer satisfaction.
- Documented customer interactions and compiled operational reports to support service quality and operational efficiency.
Education
Post Graduate Certificate - Hospitality & Tourism Management
SingaporeMBA / PGDM - undefined
Sikkim Manipal University
01-2015
B.Com - undefined
Guru Nanak Dev University
01-2012
Skills
Sabre & Amadeus GDS Operations
International Flight & Hotel Reservations
Travel Escalation Management (L2)
Team Leadership & Workforce Management
SLA & KPI Governance
Holiday Package Operations
Certification
Sabre GDS — Advanced Working Proficiency
Timeline
Team Leader — Sales & Business Development (Travel & Lifestyle Accounts)
Accenture
10.2025 - Current
Team Leader — Escalations & Operations (HDFC Premium Travel & Lifestyle Cards)
Reward360
02.2025 - 09.2025
Master Credit Specialist — Collections & Credits
American Express India Pvt Ltd
01.2020 - 02.2025
Senior Executive — Travel Sales & Customer Support (Acting Team Lead)
Metaminds Technologies Pvt Ltd
01.2018 - 01.2020
Executive — Travel Sales & Exchanges
Fareportal India Pvt Ltd
05.2013 - 08.2015
Practitioner — International Travel Reservations
IBM
05.2012 - 05.2013
B.Com - undefined
Guru Nanak Dev University
MBA / PGDM - undefined
Sikkim Manipal University