Sajid Khan

• Joined as a Traveler Service Supervisor in January 2022, managing a team of 16–20 representatives in daily operations.
• Contributed to the building phase of new processes by sharing ideas and driving performance-enhancing initiatives.
• Supported peers with daily operational tasks and customer resolution strategies.
• Promoted to Traveler Service Manager II on December 4th, 2023.
• Took ownership of large-scale chat operations, managing 120+ agents, 14 leads, and 10 supervisors.
• Collaborated with the Workforce Management (WFM) team for effective shift scheduling and shrinkage reduction.
• Implemented real-time monitoring and performance feedback, achieving a 90% first response time under 30 seconds.
• Developed a Quality Management framework, resulting in a 15% reduction in repeat issues and improved CSAT scores.
• Partnered with IT for Salesforce enhancements, custom dashboards, and automation tools.
• Managed daily operations including hiring, performance reviews, and strategic planning.
• Oversaw process performance across 10+ vendor sites.

Key Initiatives:

• Established Efficient Chat Processes: SOPs, automation templates, multi-channel support, real-time tools.
• Developed Robust Back Office Operations: 24-hour TAT, automation, QA >85%, dashboard reporting.
• Automated WFH Workflow & Leave Management: Slack workflow, Excel integration, faster resolution.

• Collaborated cross-functionally to streamline processes.
• Managed team KPIs, attendance, and daily operations.
• Utilized Sabre Interactive GDS for reservations and support.
• Conducted one-on-one coaching via Salesforce data.
• Maintained SLA adherence and managed global incentive programs.
• Launched new payment method at BLR site.
• Focused on client metrics such as AHT, Quality, and Legal Compliance.
• Managed the incentive program and data management on a global level.
• Implemented quality assurance measures that led to improved product consistency.

• Led team performance and progress.
• Managed CSAT, AHT, and compliance metrics.
• Controlled attrition and mentored staff.
• Provided coaching and performance feedback.
• Supervised 30 co-workers.

• Resolved UK customer issues with adherence to SLAs.
• Managed escalation desk and process feedback.
• Supported nesting/transition teams on floor.
• 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.
• Resolved hotel related issues by clarifying customer's complaints, determining causes of problems and selecting best solutions.

• Resolved travel reservation queries with high service standards.
• Promoted team collaboration and customer satisfaction.
• Handled team with various process supports and encouraged them to meet customer satisfaction by providing better customer experience.