SAHIL KHANNA

• Managed a high performing team of 30-35 associates, ensuring smooth workflow and timely completion of tasks.
• Implemented quality assurance measures that led to improved product consistency.
• Streamlined workflows for increased efficiency by identifying redundancies and implementing lean principles where appropriate.
• Coached and mentored team members, fostering a culture continuous improvement and development. Conducted monthly reviews to address individual needs and maximize potential.

NEW CORPORATE ACCOUNT LAUNCH

• Led the initiative to create and launch a new corporate account vertical , defining the strategic vision , goal.
• Helped the corporate clients with all their travel needs ( Flights , Hotels , Cars)

HANDLING SCHEDULE CHANGE DEPARTMENT

• Managed a dedicated team to ensure smooth handling on Involuntary Schedule Change Cases
• Team is responsible to provide the best alternate options to passengers who were affected due to Flight cancellations or delay.
• Notifying customers over the calls and emails
• Doing Airlines calls to get the Waiver Authorizations for re issuance and refunds
• Provide FCR ( First Call Resolution) to avoid any complaints.

NEW CAR RENTAL VERTICAL LAUNCH

• Led the initiative to create and launch a new car rental vertical, defining the strategic vision , goals and target audience.
• Developed and implemented a comprehensive go to market strategy , including marketing campaigns , pricing models and partnerships with airlines and hotels.
• Built and managed a dedicated team to ensure smooth rental operations , achieving a 95% customer satisfaction rating and a 5% reduction in operational costs
• Introduced bundle packages ( flights ,hotels and car rentals) , resulting in a significant increase in revenue for both services

• Promoted as a process trainer in Expedia in year Feb 2021.
• Internal Transfer done by organization in Expedia due to pandemic situation in March 2020.
• Currently working in Expedia Process.
• Key Skills-: Handling Calls for North America Region, Emea and APAC Market.
• Deals in Flights, Hotels and Package Queries.
• Presently Working with Interglobe Solutions from May 2019 in Egencia Process to March 2020.
• Key Skills-: Handling Corporate Clients over the call and Emails.
• Issuance or Re issuance.

• Worked on Involuntary Scheduled Change Cases.
• Handling Escalation Cases
• Notifying customers about changes or cancellations over the calls and emails
• Doing Airlines calls to grab Re issuance and Refund Waiver Codes
• Worked on Cancelled Segments Cases.(HX).
• Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
• Communicated effectively with colleagues and supervisors to resolve issues promptly and accurately.
• Participated in regular team meetings, contributing valuable insights toward process enhancements.

• Handling Flight Cancellations and Delayed
• Rebook passengers on best alternative flights and also notifying the same

• Joined in Welcome Calling department
• Moved to service field closure department where we used to make outbound calls to customers in order to take the feedback of technicians from customer to avoid complaints such as Overcharge , Theft of any item , Misbehavior with customer Etc.
• Handling Inbound Customer Service calls.