RAGHAVENDRA KOTWAL
TRAVEL & CUSTOMER OPERATIONS | CLIENT EXPERIENCE | IT OPERATIONS
Bengaluru
Summary
Customer operations and IT professional with 20 years of experience spanning Travel & Airline, BPO/customer service, IT operations, client support and quality functions. Began the career in travel/airline customer-service and reservation-related work, then moved into broader operations and later transitioned into IT. Strong experience in customer handling, client coordination, escalation management, team leadership, service delivery, reporting and process improvement. Looking to combine travel-domain knowledge with operations and customer-experience expertise in Travel Operations, Corporate Travel, Travel Account Management or Customer Experience roles.
Overview
21
21
years of professional experience
Work History
Lead / PMO – Client & Project Operations
Test Yantra Software Solutions Pvt. Ltd.
08.2021 - Current
- Coordinate with clients, business teams and delivery teams on requirements, priorities, status and deliverables.
- Support project planning, task allocation, reporting, issue follow-up and stakeholder communication.
- Drive timely closure of open issues and dependencies while maintaining project status and operational reports.
- Support team coordination, onboarding, knowledge sharing and process-improvement initiatives.
- Worked across travel, healthcare, entertainment and defense-related projects.
Senior Test Analyst / IT Operations & Client Support
First Advantage Global
09.2014 - 07.2021
- Supported U.S. staffing and background-verification business clients and end users.
- Participated in client specification calls, business demos, walkthroughs and end-to-end process activities.
- Prepared weekly status/fault reports and coordinated with onsite and offshore teams.
- Supported mentoring, knowledge sharing, operational reporting and quality activities.
- Worked with U.S. and U.K. stakeholders in time-sensitive service environments.
Operations Analyst – Customer Service
247 Customer
02.2006 - 09.2008
- Handled customer-service and operations activities in a BPO environment.
- Built strong experience in customer communication, issue resolution, process adherence and service delivery.
- Earlier career exposure includes travel/airline customer service and air-ticketing.
Skills
- Travel & Airline Operations
- Customer Experience
- Corporate Travel Support
- Reservation Domain
- Client & Stakeholder Management
- Escalation Management
- Team Leadership
- SLA Management
- Operations & MIS Reporting
Accomplishments
- Managed teams of 12–22 members in support/operations environments.
- Maintained reported SLA achievement of 98% in a customer-support environment.
- Involved in customer scope discussions, project estimation/planning, roster management, service delivery and renewal activities.
- Received internal recognition including Accountable & Empowered, Result Focused, Game Changer and milestone awards.
Timeline
Lead / PMO – Client & Project Operations
Test Yantra Software Solutions Pvt. Ltd.
08.2021 - Current
Senior Test Analyst / IT Operations & Client Support
First Advantage Global
09.2014 - 07.2021
Operations Analyst – Customer Service
247 Customer
02.2006 - 09.2008
TARGET ROLES
- Travel Operations Lead
- Senior Travel Operations Specialist
- Corporate Travel Consultant
- Travel Account Manager
- Travel Customer Experience Lead
- Client Operations Lead
- Customer Success / Operations Manager
Personal Information
Availability: Open to Remote / WFH
Singing and Acting
VOICE-OVER & DUBBING ARTIST
English to Kannada & Tulu Voice-Over
Provided voice-over and dubbing for English movies and video content adapted into Kannada and Tulu.
Delivered dialogues with appropriate voice modulation, emotion, tone and pronunciation based on the character and scene.
Adapted English dialogues into natural-sounding Kannada and Tulu, while maintaining the original meaning and context.
Performed different character voices and adjusted pitch, pace and expression according to the role.
Worked on dialogue delivery, retakes and synchronization to achieve clear and natural voice output.
Comfortable working with regional accents, conversational Kannada and Tulu.
Experience in recording voice content for movies, entertainment and regional-language adaptation projects.
Able to understand scripts quickly and deliver dialogues according to the required emotion, timing and character profile.