SANTOSH PATRO

Sr. Operation Manager

ARC, ADM, Mondee Tech Pvt. Ltd

Hyderabad, Telangana

04.2014 - Current

IAR Sales Report Finalization: Leading the daily reconciliation of the IAR Sales Report, ensuring comprehensive checks before report authorization and submission
Overseeing the final net remittance to ensure accuracy for ARC's drafting of the net amount to or from the agency's bank account
Transaction and Document Validation: o Validating the integrity and legitimacy of all listed documents and voids, ensuring compliance with agency-initiated transactions and preventing unauthorized ticketing
O Confirming the accuracy of commission amounts, refund transactions, and exchange values, including the proper application of penalties and waiver codes where applicable
O Ensuring correct linkage of residual value MCOs/EMDs with their associated exchange transactions, verifying all companion exchanges are properly processed
Error Rectification and Adjustments: Correcting any discrepancies or errors identified during reconciliation, including cash, credit totals, and net remittance adjustments, ensuring they align with GDS and airline rules and restrictions
Team Leadership: Providing clear directives to the Ticketing, Reissue, and Refund teams to minimize errors and ensure flawless execution of tasks
Lead initiatives aimed at process improvement and error reduction across the team
Audit and Discrepancy Management: Conducting post-issuance audits on airline tickets and review Agency Debit Memos (ADMs) to identify discrepancies
Collaborating with airlines to reconcile fare contracts and submit Consolidated Sales Summary
Adjustment Requests (CSSAR) to correct any variances
Commission and Sales Performance Analysis: Tracking commission performance, analyze sales agent production, and ensure accurate reporting through ticket logs, ARC reports, and IAR reconciliations
Utilize data-driven insights to enhance decision- making processes
System Feedback and Process Optimization: Collaborating with the technical team to enhance the robustness of the auto- ticketing system
Introduce real-time monitoring and comprehensive error logging to expedite issue resolution
Ensuring the system validates fares and tour codes accurately to prevent ADMs, and recommend expanded test scenarios to mitigate ticketing errors pre-deployment
ADM Management and Dispute Resolution: o Leading the review process for ADMs to verify accuracy and ensure timely dispute submission when necessary
Engaging with airlines during the dispute process to either cancel or resolve discrepancies within the settlement cycle
O Overseeing decision-making processes for ADM validation, ensuring that valid charges are processed efficiently while disputed
ADMs are addressed within the regulatory timeframe
Conflict Resolution and Team Development: Facilitating conflict resolution by actively engaging with team members, ensuring a balanced approach to concerns
Implement cross-training programs to enhance team agility and ensure operational resilience
Performance Evaluation and Feedback: Monitoring employee performance, delivering actionable feedback aimed at enhancing skill sets
Driving team productivity and accountability by ensuring multiple tasks are completed within established deadlines.

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