Sahil Patney

Earlier LBF Travel, Delhi

• 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
• Team monitoring, Data analysis & setting up performance improvement plan
• Performance mapping and Training Need analysis to organize training sessions
• Managing quality assurance.
• 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.
• Reduced operational costs through comprehensive process improvement initiatives and resource management.
• Evaluated hiring, firing, and promotions requests.
• Provided strong leadership to enhance team productivity and morale.

• Managed a Team of 16 Supervisors
• Review, upgrade & implementation of knowledge management system
• Handle the escalations with customer satisfaction
• Monthly and quarterly escalations reviews
• Training needs analysis to organize the training sessions.

• Evaluate call matrix and Call routing process
• Established team of 12 process experts
• Maintaining Sales Conversions & Culmination of exchange rejection
• Testing & Evaluating product tools & sharing improvement plan
• Giving product support & training for new process implementation
• Coordinating between different Line of business for better process implementation

• Evaluation of 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.
• Managed approximately 30 incoming calls and emails per day from customers.'

Job Responsibilities:

• Resolving 80% Escalations 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.

• Worked closely with clients to understand unique needs and meet specific travel desires
• Managed approximately 50 - 70 incoming calls per day from Customers
• Organized trips for individual, family and business travelers.
• Handled sensitive information with professionalism and discretion.

• Streamlined operations for increased efficiency by identifying bottlenecks in sales processes and implementing targeted solutions

• Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution

• Achieved sales goals and service targets by cultivating and securing new customer relationships