SANDEEP KUMAR

• Using CRM systems to manage relationships and developing new ways to meet customers’ needs
• Collaborating with cross-functional teams to streamline processes and resolve operational challenges
• Implementing innovative solutions to address passenger concerns efficiently
• Enhanced response quality by 30% by implementing new tools and standardizing procedures across all teams
• Managed team scorecards, quality, AHT, attrition, and shrinkage

• Led a team of 25 travel consultants, fostering a positive and collaborative work environment
• Implemented Lean Six Sigma principles, resulting in a 15% improvement in process efficiency and cost reduction
• Conducted performance evaluations, provided feedback, and mentored team members to improve productivity and professional growth
• Collaborated with cross-functional teams to streamline processes and resolve operational challenges
• Utilized data analysis to identify areas for improvement and implemented corrective actions, resulting in a 10% reduction in errors

• Conducted performance reviews and tailored employee feedback to facilitate professional development
• Managed C-Sat/NPS for Customer Service Team and addressed employee relations issues
• Managed team scorecards, quality, AHT, attrition, and shrinkage

• Successfully led a team of 25 members for sales campaigns, achieving and exceeding targets
• Conducted client meetings and provided training to team members, ensuring alignment with campaign objectives and client requirements
• Managed team scorecards, quality, AHT, attrition, and shrinkage

• Managed a team of 20 advisors while monitoring KPIs such as SLA, AHT, Quality, and CSAT
• Created and shared reports on team performance.
• Monitored and optimized team performance metrics such as scorecards, quality, AHT, attrition, and shrinkage.

Quality Evaluator

• Conducted quality assessments of team members' performance.
• Delivered refresher training sessions to the team.
• Oversaw daily process activities.
• Expanded business scope by identifying and integrating additional activities.

Process Associate

• Completed daily assigned tasks with high quality.
• Performed self-reviews of completed tasks.

• Filed public and private fares on Sabre or Amadeus for Lufthansa Airline
• Filed fare rules and conducted quality checks to ensure fare information accuracy

• Managed post-sales customer queries related to schedule changes and cancellations for Air India
• Handled customer escalations and adhered to organizational guidelines