RAJA SHARMA
New Delhi
Summary
Experienced BPO and Travel Operations Leader with over 12 years of expertise in managing customer service, travel processes, and team operations across APAC, EMEA, and US regions. Skilled in contact center management, process improvement, and SLA delivery, with a strong focus on achieving customer satisfaction and operational efficiency. Certified in GDS systems (Amadeus, Galileo, Fare Logix, NDC) and Train-the-Trainer (TTT). Known for leading high-performing teams, improving service quality, and implementing effective strategies to enhance productivity and customer experience.
Overview
17
17
years of professional experience
4
4
Certifications
1
1
Language
Work History
Team Leader (Hawaiian Airlines – Email & Chat Support)
Teleperformance India Pvt. Ltd.
05.2024 - 03.2025
- Led a 20-member email & chat operations team providing travel support for Hawaiian Airlines customers across global markets.
- Oversaw daily service delivery, ensuring adherence to Quality (95%), CSAT (85%), and SLA compliance.
- Implemented process templates, grammar & email etiquette training, reducing error rate by 80%.
- Conducted weekly one-on-one coaching, skip-level feedback sessions, and performance reviews to enhance engagement and output.
- Handled real-time escalations, customer retention efforts, and service recovery cases with precision.
- Introduced automated response models and standardized templates to reduce manual effort and improve accuracy.
- Collaborated with Quality & WFM teams to optimize workforce allocation and service timelines.
- Designed reporting dashboards (Excel & Google Sheets) to track SLA trends and identify improvement areas.
- Monitored team productivity, email quality, and response SLAs using Zendesk and CRM tools.
- Supported new hire onboarding, process training, and skill certification to build bench strength and operational readiness.
- Key Achievements:
- Improved First Contact Resolution (FCR) by 25% through enhanced query routing and knowledge sharing.
- Reduced average response time by 30% via process automation and efficient queue management.
- Achieved zero SLA breaches for three consecutive quarters, ensuring consistent service delivery.
- Increased employee engagement and retention by 15% through recognition and feedback culture.
- Awarded Team Leader of the Quarter (Q3 2024) for exceptional operational excellence and leadership.
Team Leader (Booking.com Flights – Voice & Chat)
Etraveli Group
08.2022 - 12.2023
- Supervised a 25-member hybrid team handling global flight inquiries, modifications, and escalations for Booking.com customers.
- Oversaw daily Voice & Chat operations, ensuring adherence to AHT, CSAT, and Quality metrics across markets.
- Conducted live call monitoring, calibration, and quality audits to sustain high process accuracy and customer satisfaction.
- Led performance huddles, RCA reviews, and one-on-one coaching, improving agent efficiency and service quality.
- Streamlined workflow and chat concurrency standards, optimizing agent utilization and response times.
- Utilized Amadeus, NDC, and FareLogix for complex GDS bookings, fare constructions, exchanges, and refunds.
- Coordinated with Quality, WFM, and Training teams to refine processes and improve new hire readiness.
- Implemented data-driven dashboards and daily operational reports for tracking SLAs and performance trends.
- Supported process migration and change management during transition to hybrid work model.
- Handled critical customer escalations and provided real-time resolution support to agents.
- Key Achievements:
- Reduced Average Handle Time (AHT) by 15% through workflow and process redesign.
- Enhanced training and onboarding modules, improving new-hire productivity by 20%.
- Improved FCR by 18% through targeted coaching and SOP standardization.
- Achieved 95% Quality and 85% CSAT consistently for two consecutive quarters.
- Recognized for Outstanding Leadership & Team Performance during hybrid model transition.
Sr. Corporate Travel Coordinator
American Express Global Business Travel (GBT)
03.2020 - 02.2022
- Managed end-to-end travel bookings for HUL, Lear Automotive, and AON.
- Delivered 10+ transactions/day ensuring compliance with client policies.
- Leveraged Galileo GDS for fare optimization and itinerary management.
- Key Achievements:
- Achieved 18% travel cost reduction through vendor negotiations and routing optimization.
- Consistently exceeded SLA targets for turnaround and accuracy.
- Recognized by client for “Outstanding Customer Commitment – 2021.”
Team Leader (Expedia – Voice Support)
IGT Solutions Pvt. Ltd.
09.2018 - 03.2020
- Supervised a 25-member voice support team delivering customer assistance across APAC markets for Expedia.
- Ensured compliance with AHT, CSAT, and productivity metrics through structured performance reviews.
- Conducted GDS system (Amadeus & Galileo) training for new hires and facilitated quality calibration sessions across shifts.
- Led daily operations, rostering, and SLA governance to ensure optimum service levels.
- Performed Root Cause Analysis (RCA) on escalations and service gaps, implementing corrective actions for process improvement.
- Partnered with the Quality and WFM teams to optimize staffing and maintain performance continuity.
- Created knowledge base documents and process SOPs, reducing operational discrepancies.
- Conducted mock call audits, side-by-side monitoring, and feedback sessions to uplift overall team quality.
- Strengthened employee engagement through recognition programs, boosting morale and retention.
- Drove continuous improvement projects that enhanced service accuracy and reduced customer effort.
- Key Achievements:
- Increased Customer Satisfaction (CSAT) by 12% through refined call flow and empathy-based training.
- Reduced attrition by 10% via proactive coaching and engagement initiatives.
- Recognized for “Best Process Compliance” (2019) and operational consistency.
- Improved First Call Resolution (FCR) by 15% through targeted RCA interventions.
- Played a key role in process transition and new-hire ramp-up, achieving 100% SLA adherence.
Team Leader (International Customer Service & Sales)
Yatra.com Pvt. Ltd.
03.2015 - 04.2018
- Supervised a 15-member international service & sales team handling global travel bookings through Amadeus GDS.
- Managed day-to-day operations ensuring adherence to AHT, CSAT, and sales conversion targets.
- Drove performance improvement plans (PIPs) and individual development goals to elevate team productivity.
- Conducted coaching, mentoring, and skill calibration sessions to enhance quality and consistency.
- Collaborated with quality and training teams to refine sales scripts and service flows for improved conversion.
- Oversaw fare construction, ticketing, reissues, and refunds, ensuring 100% policy and compliance adherence.
- Generated MIS reports and trend analyses to identify improvement opportunities and forecast volumes.
- Facilitated cross-functional coordination with suppliers and escalation desks for complex travel queries.
- Championed customer retention initiatives by resolving high-impact service escalations promptly.
- Key Achievements:
- Achieved 120% of sales targets consecutively for 4 quarters.
- Reduced customer complaint rate by 25% through proactive quality reviews.
- Implemented cross-training program, improving flexibility and workforce coverage.
- Enhanced sales conversion ratio by 18% through strategic coaching and data-driven feedback.
- Recognized for Outstanding Customer Service Leadership (2017).
Sr. Corporate Travel Coordinator (Client: McKinsey & Company)
American Express GBT
08.2013 - 12.2014
- Managed complex international itineraries for global consultants using Galileo GDS.
- Issued 50+ tickets daily with 99% accuracy, adhering to corporate travel policies and SLA timelines.
- Coordinated end-to-end travel logistics including hotels, flights, car rentals, and visa support.
- Analyzed fare structures and routing options to deliver cost-efficient, compliant travel solutions.
- Liaised directly with clients and vendors to resolve escalations and ensure seamless travel experiences.
- Maintained accurate traveler profiles and preferences to ensure personalized service delivery.
- Supported process audits and contributed to workflow enhancements for the travel desk.
- Key Achievements:
- Reduced client travel spend by 15–20% through strategic vendor negotiations and fare optimization.
- Maintained 99% booking accuracy and near-perfect SLA compliance.
- Recognized for exceptional client satisfaction and proactive issue resolution.
- Assisted in standardizing itinerary templates, improving turnaround efficiency by 10%.
01.2008 - 01.2013
- Worked across multiple BPOs in roles spanning customer service, training, and back-office operations, building strong foundations in process management and customer engagement.
Education
B. Com (A/C Hons) -
B.V. Pareekh Janta College
Intermediate (ICSE) - undefined
Rajinder Inter College
National Open School Certification - undefined
Skills
Technical Skills:
Certification
Certified in Travel Tools & TTT (Train-the-Trainer)
CORE COMPETENCIES
- BPO Operations Management
- Team Leadership & Staff Development
- Quality & Performance Management
- Process Optimization & Automation
- Customer Experience & Escalation Handling
- Travel Management (Corporate & Retail)
- GDS Tools (Amadeus, Galileo, NDC, FareLogix)
- Reporting & MIS (Excel Dashboards, Scorecards)
- SLA & Compliance Adherence
- Recruitment, Training & Coaching
Timeline
Team Leader (Hawaiian Airlines – Email & Chat Support)
Teleperformance India Pvt. Ltd.
05.2024 - 03.2025
Team Leader (Booking.com Flights – Voice & Chat)
Etraveli Group
08.2022 - 12.2023
Sr. Corporate Travel Coordinator
American Express Global Business Travel (GBT)
03.2020 - 02.2022
Team Leader (Expedia – Voice Support)
IGT Solutions Pvt. Ltd.
09.2018 - 03.2020
Team Leader (International Customer Service & Sales)
Yatra.com Pvt. Ltd.
03.2015 - 04.2018
Sr. Corporate Travel Coordinator (Client: McKinsey & Company)
American Express GBT
08.2013 - 12.2014
01.2008 - 01.2013
Intermediate (ICSE) - undefined
Rajinder Inter College
National Open School Certification - undefined
B. Com (A/C Hons) -
B.V. Pareekh Janta College