Ramita Khan

• Executed audits on calls and chats to identify efficiency improvements.
• Implemented corrective measures, enhancing quality and performance metrics.
• Conducted weekly training sessions for new hires on standard procedures.
• Managed reports tracking key quality indicators weekly and monthly.
• Facilitated calibration sessions with OPS and Training teams for operational alignment.
• Reviewed Executive Customer Relations interactions to evaluate quality and issue resolution.
• Analyzed performance indicators during WBR meetings to assess effectiveness.
• Engaged in projects focused on continuous process improvement.

• Conducted quality sessions, delivering one-on-one feedback for skill enhancement.
• Prepared Dip Check reports and categorized agent performance metrics.
• Facilitated calibrations to ensure consistency across internal and external teams.
• Managed special queues while implementing process updates through effective communication.
• Led quality sessions for new hires, driving team performance improvements.
• Presented comprehensive reports on agent categorization and performance metrics.
• Executed live monitoring and side-by-side audits to uphold quality standards.

Executed sales strategies to promote domestic and international travel packages.

Managed end-to-end booking processes, ensuring seamless travel experiences and prompt resolution of customer queries.

Conducted market research to identify emerging travel trends and tailored offerings based on customer preferences.