Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
Generic

Sharad Kumar

Gurgaon

Summary

High-energy Executive with a proven track record in building and motivating high-performing teams. Expertise in fostering a collaborative company culture that encourages innovation and addresses employee concerns. Extensive experience in the Travel and Hospitality sector, demonstrating strong customer service, training, and mentoring capabilities. Multilingual Travel Consultant with a sales-driven approach, exceptional communication skills, and a commitment to achieving targets through effective team collaboration.

Overview

16
16
years of professional experience

Work History

Assistant Manager

Thomas Cook (India) Ltd
Gurgaon
01.2025 - Current
  • Handling the Support and Development Team.
  • Interacted with clients via phone, email, and chats.
  • Provided technical support and maintenance for production systems and applications.
  • Resolved client issues and queries in a timely and efficient manner.
  • Monitored system performance and proactively identified potential problems.
  • Developed and maintained system documentation, including system architecture, and user manuals.
  • Implement production plans and procedures, and ensure targets are met.
  • Produced thorough, accurate and timely reports of project activities.
  • Maintain detailed records of production processes and results.

Team Leader

Brightsun Travel
Gurgaon
11.2020 - 01.2025
  • Determined customer needs and provided world-class service to corporate, leisure, and group travel customers.
  • Interacted with clients via phone, email, and chats.
  • Booked airfare, hotel bookings, and train tickets.
  • Aided clients with matters regarding passports and visas.
  • International and domestic flight bookings.
  • Visa query.
  • Acted as a liaison between airline companies and customers.
  • Updating the database with customers' requirements and information.
  • Provided coaching and feedback on employee performance, encouraging professional development.
  • Conducted regular performance reviews to assess individual team member progress.
  • Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
  • Followed a ZTP (Zero Tolerance Policy) of never saying 'no' to customers.

Travel Desk Executive

Yatra.com
Gurgaon
10.2017 - 10.2020
  • Provided a high level of customer service to each person by engaging the customer and using active listening and effective interpersonal skills.
  • Managed and closed reservation calls to increase bookings by maintaining a strong knowledge of resort products, services, and facilities.
  • Produced and shared customer service reports to support management decision-making.
  • Reviewed and updated customer information to maintain up-to-date records for high-quality service.
  • Knowledge of the GDS, Galileo, and Amadeus.
  • MS Office (Excel, Word, and PowerPoint).
  • Interacted with clients via phone and email.
  • Booked airfare, aided clients with matters regarding passports and visas.
  • Handling clients' queries, such as flight tickets, hotel bookings, cab bookings, and visa-related issues, on calls and emails.
  • Handling the travel desk on the client site.
  • Followed a ZTP (Zero Tolerance Policy) of never saying 'no' to customers.
  • GDS ticketing and non-GDS, as well as straight ticketing and reissuance.

Subject Matter Expert

Interglobe Technologies
Gurgaon
07.2009 - 09.2015
  • Providing efficient, courteous, and responsive customer service for schedule changes, ticketing, and frequent travelers to Inter Globe Technologies.
  • Creating a tailor-made itinerary to suit clients and ensuring that all administrative terms and conditions of contracts are adhered to.
  • Building strong relationships with clients.
  • Brief the team regarding the new updates and procedures, also giving proper feedback to the agents regarding their quality parameters.
  • Handled the scheduled change team and the ticketing team.
  • Responding to all phone inquiries promptly, courteously, and in a friendly manner.
  • Resolved escalated customer issues in a timely manner while maintaining positive relationships.
  • Maintained positive working relationship with fellow staff and management.

Education

Travel Diploma - Travel Management

I.I.T.C
Delhi

12th -

Haryana Education Board

10th -

Haryana Education Board

Skills

  • Achievement, key skills, and competencies
  • Productivity with quality work
  • Awarded the Shining Star of the Month certificate for excellence in work
  • Awarded Rising Star of the Month certificate from GM IGT
  • Successfully handled the reschedule and email department
  • Awarded Star of the Year certificate from the manager
  • Strong travel coordination skills
  • Experience in marketing local and worldwide travel destinations
  • Able to develop relationships with suppliers to obtain cost-effective prices
  • Technical support
  • Team leadership
  • Client relationship management
  • Report generation
  • Project management
  • Data analysis

Hobbies and Interests

Hobby Travelling Talking about for my travelling experience. I am always travelling for fun and some of new experience. Its great way to share your stories and photos with your friends, family and the wider community.

Timeline

Assistant Manager

Thomas Cook (India) Ltd
01.2025 - Current

Team Leader

Brightsun Travel
11.2020 - 01.2025

Travel Desk Executive

Yatra.com
10.2017 - 10.2020

Subject Matter Expert

Interglobe Technologies
07.2009 - 09.2015

Travel Diploma - Travel Management

I.I.T.C

12th -

Haryana Education Board

10th -

Haryana Education Board

Similar Profiles

CREATE PROFILE
Sharad Kumar