Sajid Khan

• Joined as a Traveler Service Supervisor in Jan 2022
• Managed a team of 16-20 representatives in daily operations
• Contributed to the building phase of the model by providing ideas and suggestions to enhance process performance and meet business requirements
• Assisted colleagues and peers with daily operational tasks
• Advocated for customer centricity, delivering world-class customer experiences
• Implemented process flows to address both explicit and implicit issues
• Focused on SLA adherence and fostered the right behaviors within the team to meet goals
• Conducted performance discussions monthly, quarterly, and annually to align team efforts with organizational goals
• Introduced an attendance management process to reduce shrinkage and formalize discussions with teams
• Gained a deep understanding of the business model and vendor management, overseeing operations at more than 10 vendor sites

Promoted to Manager II on December 4th, 2023

• Managed vendor relationships, addressing process gaps, implementing improvements, and providing updates across multiple vendor sites.
• Developed and implemented a new process flow that increased efficiency by 20%.
• Successfully reduced repeat issue rates by 15% through targeted feedback and training sessions.
• Led the team to achieve a 98% customer satisfaction rate by enhancing the resolution process.
• Spearheaded a vendor management initiative that closed process gaps and improved service quality.
• Implemented a data-driven approach to manage and analyze repeat rates, resulting in actionable insights and performance improvements.
• Managed day-to-day operations of the customer service team, including hiring, training and coaching employees.
• Analyzed customer feedback data to identify trends and develop strategies to address customer issues quickly and effectively.
• Collaborated with IT teams on systems improvements that would enhance the overall user experience.
• Assessed existing processes, identified opportunities for improvement and recommended solutions that increased efficiency within the organization.
• Coordinated cross-functional initiatives across multiple departments in order to achieve desired outcomes regarding customer satisfaction.
• Participated in strategic planning sessions focused on improving overall business operations through enhancing the customer journey.

• Worked closely with colleagues in a collaborative manner to share ideas and inputs on how the process could run smoothly.
• Managed team performance within the guidelines of the organization.
• Worked on the Sabre Interactive GDS platform.
• Handled day-to-day operational activities, including team performance, absenteeism, schedule adherence, other operational tasks, performance metrics, and process improvement.
• Conducted one-on-one sessions with team members to better understand their perspectives on achieving organizational goals.
• Analyzed sales data and provided inputs to maintain targets.
• Worked closely with colleagues and WFM to ensure contractual SLAs were met.
• Focused on client metrics such as AHT, Quality, and Legal Compliance.
• Managed the incentive program and data management on a global level.
• Took the initiative for a new payment method launched at the BLR center and collaborated with colleagues to identify opportunities for process improvement.

• Managed team performance and progress.
• Drove CSAT based on client requirements and maintained consistency.
• Managed attrition for the entire team.
• Monitored and managed staff attendance.
• Attended and participated in team meetings.
• Constantly looked for ways to improve processes.
• Trained new team members.
• Provided prompt and accurate information on individual staff member performance.
• Took action to correct behavior and address staff shortcomings.
• Provided feedback based on monitoring results.
• Inspired each team member to perform at their best.
• Analyzed individual performance within the team and motivated members to improve.

• Dealt with UK customers and provided customer solutions
• Maintained quality parameters to achieve customer satisfaction
• Managed escalation desk & back-end queues
• Ensured all queues are within SLA & TAT
• Reviewed individual performances monthly
• Defined KRA's & ensured individuals meet their KRA
• Reported analysis to bridge the knowledge/process gaps with clients
• Identified errors, resolutions, and feedback agents
• Resolved high priority cases with best resolutions
• Provided floor support whenever required
• Handled nesting/transition team and provided real-time assistance to agents
• Involved in various activities to groom new hires.

• Dealt with customer's issues regarding reservations and provided solutions
• Maintained quality parameters to achieve customer satisfaction
• Learned about world geography and various traveling locations
• Handled team with various process supports and encouraged them to meet customer satisfaction by providing better customer experience.