Rohit Thakur

• Working with Executive Leadership and C-Suite for New product launch with the focus on Product Roadmap, Customer Journey, Customer Experience & Revenue Optimization
• Product Owner for the new API integration for partnered airlines & other vendors such as GDS, NDC, Navitaire & Other Direct Connect APIs
• Strong ability to translate business requirements into technical documents & wire-frames for development teams using Agile Methodologies
• Experience of working in cross functional environment with Product, Operations, Development & DevOps
• Review Sales & Customer Feedback, Customer Care Representatives Feedback to identify pain areas & new opportunities
• Study Market Trends and Competitor Performance to analyze gaps and update promotional strategies and maximize sales
• Creating detailed documented User Stories/Features/Epics, removing blockers by providing solutions and tracking progress daily/weekly dashboards and sharing that with the team and stakeholders through regular meetings

• Handling a team of 60 Members including 4 Team Leaders & 4 Supervisors. Leveraged fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels. Helped team members maintain business professionalism & quality by coaching each on methods for delivering exceptional service to every customer
• People Management, Project Management, Resource Management, Oversee New Sales and Customer Retention by Handling Exchange & Customer service calls where they handle reissue/refunds, schedule change & customer service queries Managing Day to day activities like Revenue, Conversion, cross sells, C-sat, Quality & NPS
• Gathering requirements basis on Customers' & Agents' feedback in order to develop new products & features and getting that implementing & developed through the developed team. Launching and supervise the pilot batches with the new change before launching at the company wide level and further improve it
• Deploying new technology to increase process efficiency & agent's efficiency by working on projects with technology to automate manual process steps for customer facing teams to reduce AHT, provide first call resolution & increase C-sat.

• Assisted with improving revenue and customer numbers by overseeing implementation of diverse sales and customer service initiatives
• Motivated and trained employees to maximize team productivity in terms of Conversion, Revenue, Quality, C-Sat & NPS
• Enhanced operational performance by working on the improvement of the bottom quartile by monitoring performance, call listening & sharing feedback, daily
• Handling escalated calls, prepare Root Cause Analysis, resolving customer complaint on Social Media or DOT

• Recommended & book the best trip for travelers based on their need and offering extra services that may enhance their experience
• Sold airline tickets & travel packages over phone and place customer orders in Airlines global distribution system (GDS) - Sabre & Amadeus
• Achieved Monthly Sales Target of $20 K/Month while providing Exceptional Customer Service

Process Pegasus

• Getting the requirement from the Hotel Chains like ESH, LaQuinta, Taj etc and updating their Rack rates & other prices in the GDS - Sabre, Amadeus, Worldspan & Apollo

Process Vanguard

• Answer inbound calls for making new reservations or making changes/cancellation of the existing reservations for Car Rentals for Alamo Rent a Car & National Car Rentals