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Santosh Sharma Waghray

Santosh Sharma Waghray

Core Operation Management
Pune

Summary

  • Evolve and grow as a senior management resource in the areas of Travel Operations and Strategy.
  • IATA (F) With PG In Travel and Tourism with 15 years of rich hand on experience in various aspects of travel and tourism industry like International & Domestic Ticketing, Visa formalities and other travel related industries like hotel, tour, packages etc.
  • Proficient in International Air Ticketing and Visa documentation and other documentation.
  • Liaison with Government agencies and foreign embassies and Airlines.
  • Assist resources in submitting travel requests in ERP
  • Experience in Sales Planning, Analysis, Reconciliation of customer Accounts.
  • Hand on experience of Walk in as well as Corporate Clients like Satyam, ICFAI, Deloitte, TCS, Sierra Atlantic, HSBC, Bank of America continuum solutions India Pvt Ltd Symantec Corporation BMC Software and many other small organization.
  • Worked with leaders in travel like Trade Wings, Thomas Cook, HRG- American Express global Business Travel and currently with HRG Dnata
  • Was a Part of internal knowledge transfer (KT) to COE team taking charge of the Pan India operations of the local accounts
  • Certified Cue math Teacher with Cue math, The Math Expert.
  • Online trainer for secondary grade students for Math, Science and Hindi.

Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.

Overview

25
25
years of professional experience
4
4
years of post-secondary education

Work History

Assistant Manager - Travel Operations

HRG Dnata
07.2016 - Current
  • Overall handling team of HSBC Pune,Tieto Software, Volkswagen India private limited (all entities), Thermax India private limited and Syngenta Pune
  • Appointed as SPOC for financial closures of HSBC account
  • Supporting teams in day to day operations to ensure that highest quality of travel services are provided to clients
  • Single point of contact for all operational issues and escalation handling across all clients in Pune
  • Ensuring effective utilization of tools, timely submission of bills, collection of payments, closure of financials and profit maximization through promotion of partner services and packages
  • Single point of contact (SPOC) for implementation of Online Booking Tool (OBT) at Thermax Limited
  • SPOC for travel operations and escalations for OBT and Dnata booking tool simultaneously
  • Team Handling: To lead team of people to achieve operations deliverables in terms of targets, including quality Targets for specific process Ensure team SLA are delivered: Review Team Performance on process metrics Ensure quality standards are adhered to coach and mentor team Guide and mentor team members from a process perspective to ensure delivery of SLAs Conduct knowledge transfer sessions for new joiners in team Complete mandatory training for self Manage attrition and absenteeism Conduct team building activities to enhance motivation Review VOC scores, provide feedback and recommend refresher training whenever necessary
  • Customer satisfaction: Ensure customer Satisfaction and build relationships Business /customers interact with customer (internal /external)to meet process deliverables Create status reports for customers (internal /externals) Manage and resolve escalations and issues raised by customers and process specialists
  • Manage SLAs and productivity Matrix's Project /process drive team to achieve process SLA's/metrics productivity and quality targets within established timelines Ensure individual SLA's are met on processing transactions (if applicable) Ensure process guidelines are followed and met as documented Conduct analysis, track services delivered
  • Allocate work and tasks to team Ability to conduct process training or refresher training if required Identify opportunity to improve processes Initiate and deliver on process improvement project to improve process efficiencies Review process audit finding and take corrective actions to prevent negative results
  • Degree of independence/supervision
  • Minimal supervision: Perform standard and routine assignments independently
  • Complex problems (procedures /processes) are referred to team manager or process leader Independent decision making areas: Manager team building activity budgets for own team Approve leave request for team members Provide performance appraisals and rating for team members.

Senior Travel Consultant

American Express Global Business Travel
05.2012 - 07.2016
  • Worked as Senior Travel Consultant at American Express Global Business Travel, Pune Implant location of Symantec Software India Private Limited handling complete business travel Pan India for their 5 metro location in India and for Remote employee and later BMC software taking care of Singapore process.

Team Leader

HRG SITA
09.2005 - 07.2008
  • Worked as Team Leader and headed city operation support (COS) department, at e main office of HRG Sita supporting and monitoring staff to perform better in their day to day work by imparting updated information of industry comprise of airlines, visa documentation, web portals, fare constructions, itinerary planning, insurances
  • Communicating with consulates for documentation where required, with airlines for booking confirmations as required and conducting meetings periodically. Handled a team of around 25 .

Senior Travel Counsellor

HSBC House
09.2005 - 11.2006
  • Working As Senior Travel Counsellor - at HSBC House representing Kuoni Travel India Pvt Ltd based at Hyderabad taking care of corporate and walk in clients international and domestic travel and travel related documentation (on line web appointment for USA and UK
  • Business and tourist visas, assisting applicants for foreign exchange, car booking inbound and outbound etc.).
  • Arranged travel accommodations for groups, couples, executives, and special needs clients
  • Advised customers on necessary travel documents and visa requirements to successfully reach planned destination
  • Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives
  • Conducted market research to investigate potential new travel destinations
  • Developed promotional materials for travel packages to market hot destinations
  • Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets
  • Developed process improvements and long-term business strategies through analysis of customer feedback
  • Generated travel-related reports for clients to facilitate decision-making
  • Created promotional materials to increase visibility and attract larger market share

Executive - Travel

Thomas Cook India Ltd
10.2002 - 09.2005
  • Worked as Executive - Travel In Thomas Cook India Limited based at Hyderabad, and Hi-tech city taking care of Walk-in As Well Corporate Client Tata Tele services in International ticketing And Documentation.
  • Booked travel and created detailed itineraries for cricketer VVS Lakshman and more than 100 travelers travelling global.
  • Managed schedules, events and travel plans for conferences, meetings and seminars, as well as domestic and international trips for walk in clients and executives
  • Managed more than 100 service calls a day .

Senior Faculty and Course In charge

Trade Wings
07.2001 - 09.2002
  • Worked as Senior Faculty and Course In charge In Trade Wings, Hyderabad for International Travel Management and IATA Courses. Included tourism India and global with the technical part of far construction and itineraries .

Executive Travel

Pavansut Travels
08.2000 - 06.2001
  • Worked as Executive Travel handling Domestic & International Ticketing and Tour Packages of Club 7.
  • Coordinated travel arrangements and bookings for executive staff
  • Arranged travel accommodations for groups, couples and executive clients
  • Managed executives' complex and frequently changing travel arrangements and coordinated pre-planning of trips

Executive Travel

Nova Travels
10.1999 - 07.2000
  • Worked as Executive Travel handling Domestic & International Ticketing and Tour Packages of SOTC.
  • Booked travel and created detailed itineraries for VIPS , filmmakers and executives

Trainee

Indian Airlines
06.1999 - 09.1999
  • Worked as trainee In Indian Airlines, Nagpur at Booking Office and at Sonargaon Airport Issuance of Air Tickets, preparing travel itineraries and Fare Construction as per requirement of customer.
  • Managed calls of flying passengers at airport for last minutes changes and updates .

Education

High School Diploma -

Central Board of Secondary Education
New Delhi ,India

AISSCE(XII) -

Central Board of Senior Secondary Education
New Delhi ,India

Bachelor of Science -

Nagpur University
Nagpur Maharashtra India
06.1996 - 06.1999

PG Diploma in Travel & Tourism - Diploma in Travel And Tourism Management

Maharashtra State Board of Technical Education
Nagpur Maharashtra India
06.1999 - 06.2000

Skills

Ensuring the highest level of customer delight across all levels - Top management to new Hiresundefined

Tools Knowledge Experience

  • Concur Advanced
  • OBT KDS Advanced
  • GDS (Galileo) Expert
  • MS Office Advanced

Passport

Valid till July 2028

Other Skills


  • Leadership skills,Analytical skills,management skills,Excellent communication skills.Problem-solving skills.Interpersonal skills,Organizational skills,Financial management skills.Team work ,positive attitude and solution oriented

Academic Excellence

  • Merit Holder in Nagpur University in BSC in Human Resource Management.
  • Topper in PGDM in Travel and Tourism Management AICTE affiliated.

Personal Information

  • Date of Birth: 11/18/1977
  • Marital Status: Married

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Assistant Manager - Travel Operations

HRG Dnata
07.2016 - Current

Senior Travel Consultant

American Express Global Business Travel
05.2012 - 07.2016

Team Leader

HRG SITA
09.2005 - 07.2008

Senior Travel Counsellor

HSBC House
09.2005 - 11.2006

Executive - Travel

Thomas Cook India Ltd
10.2002 - 09.2005

Senior Faculty and Course In charge

Trade Wings
07.2001 - 09.2002

Executive Travel

Pavansut Travels
08.2000 - 06.2001

Executive Travel

Nova Travels
10.1999 - 07.2000

PG Diploma in Travel & Tourism - Diploma in Travel And Tourism Management

Maharashtra State Board of Technical Education
06.1999 - 06.2000

Trainee

Indian Airlines
06.1999 - 09.1999

Bachelor of Science -

Nagpur University
06.1996 - 06.1999

High School Diploma -

Central Board of Secondary Education

AISSCE(XII) -

Central Board of Senior Secondary Education

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Santosh Sharma WaghrayCore Operation Management