Sahil Patney
Manager Operations
New Delhi
Summary
With over 18 years of experience in the travel trade industry, Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
12
12
years of professional experience
Work History
Manager Sales & Customer Service (Spanish Desk Operations)
Mondee Tech India Pvt Ltd (Earlier LBF Travel, Delhi)
New Delhi
03.2016 - 3 2023
- Leading a Unit with 1 Assistant manager, 3 Team Leaders and 2 Subject Matter experts associated with USA and Caribbean Countries Travel campaign
- Strategic planning and execution to enhance Revenue and conversion with Customer Service
- Oversee staffing, scheduling, and workforce optimization initiatives, processing, reporting, and facilities management
- Liaising with supervisors, team leaders, operatives and third parties to gather information
- Team monitoring, Data analysis & setting up performance improvement plan
- Performance mapping and Training Need Analysis to organize training sessions
- Managing quality assurance programme.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
Senior Team Leader (Supervisor Desk)
LBF Travel, Delhi
New Delhi
05.2015 - 03.2016
- Managed a Team of 16 Supervisors
- Review, upgrade & implementation of knowledge management system
- Handle the escalations with customer satisfaction
- Monthly and quarterly escalations reviews
- Managing the floor Support
- Training needs analysis to organize the training sessions.
Senior Team Leader Operations (Exchange Desk)
Fareportal, Gurugram
New Delhi
01.2013 - 04.2015
- Analysing call matrix and Call routing process
- Established team of 12 process experts
- Maintaining Sales Conversions & Culmination of exchange rejection
- Testing & analysing product tools & sharing improvement plan
- Giving product support & training for new process implementation
- Coordinating between different Line of business for better process implementation
- Roster and Scheduling unit headcount.
Team Leader Operations (Exchange Desk)
Fareportal, Gurugram
New Delhi
04.2011 - 12.2012
- Analysing Team Performance on daily, weekly and monthly basis
- Creating Dashboards taking in consideration various aspects like Targets, Revenue, AHT , Login hours, Attendance
- Increased FCR, and minimize customer complaints, transfers, and escalation
- Identifying Outliers & Conducting regular one on one session to ensure maximum employee satisfaction & productivity
- Ensuring team bonding and team interaction as to avoid attrition.
S.M.E (Subject Matter Expert)
Fareportal, Gurugram
Gurugram
09.2009 - 03.2011
- Handling Escalation calls and assisting agents
- Worked as a mediator between the Agents and Team Leader
- Conducting refreshers on process updates for Team members
- Handling Team in the Absence of Team leader.
- Organized and participated in extracurricular activities that fostered a sense of community and enriched the educational experience for students outside the classroom setting.
Travel Consultanat
Fareportal, Gurugram
Gurugram
01.2008 - 10.2009
- Worked closely with clients to understand unique needs and meet specific travel desires
Sr Executive - Coordinator
Keane Worldzen
Gurugram
03.2007 - 01.2008
- Streamlined operations for increased efficiency by identifying bottlenecks in sales processes and implementing targeted solutions
Specialist Customer Support
IBM Daksh
Gurugram
09.2005 - 03.2007
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution
Sales Executive - Ticketing Division
Sun Tours Pvt Ltd
New Delhi
05.2004 - 01.2005
- Achieved sales goals and service targets by cultivating and securing new customer relationships
Education
Skills
Team Management
Team Building & Coaching
Revenue Management
System Requirement & Integration
Data Analysis
Customer Service & Quality
Revenue Management
GDS: Amadeus & Sabre
Office Tools: MS Office Suite (MS Excel, MS Word, Power Point)
Strategic Planning
Team Development
Conflict Management
Delegation
Customer Focus
Motivational Skills
Performance Management
Personal Information
- Date of Birth: 12/07/1983
- Nationality: Indian
- Marital Status: Married
Languages
English, Hindi and Punjabi
References
Available on Request
Timeline
Manager Sales & Customer Service (Spanish Desk Operations)
Mondee Tech India Pvt Ltd (Earlier LBF Travel, Delhi)
03.2016 - 3 2023
Senior Team Leader (Supervisor Desk)
LBF Travel, Delhi
05.2015 - 03.2016
Senior Team Leader Operations (Exchange Desk)
Fareportal, Gurugram
01.2013 - 04.2015
Team Leader Operations (Exchange Desk)
Fareportal, Gurugram
04.2011 - 12.2012
S.M.E (Subject Matter Expert)
Fareportal, Gurugram
09.2009 - 03.2011
Travel Consultanat
Fareportal, Gurugram
01.2008 - 10.2009
Sr Executive - Coordinator
Keane Worldzen
03.2007 - 01.2008
Specialist Customer Support
IBM Daksh
09.2005 - 03.2007
Sales Executive - Ticketing Division
Sun Tours Pvt Ltd
05.2004 - 01.2005
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