Shilpi Sharma
Senior Travel Consultant
Delhi
Summary
Dynamic and results-driven travel professional with over 9 years of progressive experience in both B2B and B2C travel operations. Proven expertise in customer service, global reservations, fare management, re-issuance, and complex itinerary handling across multiple GDS platforms (Amadeus and Sabre). Demonstrated success in leading teams, achieving sales targets, and driving process excellence in high-pressure environments. Seeking a senior-level opportunity with a global travel organization where strategic insight and operational excellence can deliver exceptional results.
Overview
9
9
years of professional experience
2
2
Certifications
Work History
Sr. Travel Consultant
Travel Unravel Holidays Pvt. Ltd.
01.2022 - Current
- Manage both B2B and B2C travel operations, including new bookings, exchanges, cancellations, and reissues for global clients.
- Drive high conversion rates and customer retention through strong consultative sales and service excellence.
- Ensure accurate fare filing, revalidation, and compliance with airline policies across Amadeus and Sabre systems.
- Maintain consistent achievement of individual and team KRAs in sales, quality, and productivity.
- Collaborate with management to identify business opportunities and optimize call-handling efficiency.
- Provide mentoring and on-floor assistance to new team members for process alignment and client satisfaction.
Sr. Travel Specialist
Fareportal India Pvt. Ltd.
07.2018 - 01.2022
- Handled end-to-end international travel support for B2C customers of major U.S.-based online travel agencies (OTAs).
- Specialized in fare comparison, exchanges, re-issuance, and refund processing.
- Managed large volumes of inbound sales calls, ensuring adherence to service quality metrics and AHT targets.
- Delivered training sessions on new airline policies and system enhancements to improve team efficiency.
- Consistently recognized as ‘Performer of the Quarter’ for exceeding targets in sales and customer satisfaction.
- Played a key role in reducing escalations through effective communication and proactive problem-solving.
Team Leader / Subject Matter Expert (WOW Air Process)
InterGlobe Technologies (IGT)
03.2016 - 07.2018
- Led voice and revenue management teams for WOW Air processes, managing both B2B and B2C client portfolios.
- Conducted internal call audits, refund validations, and quality monitoring for continuous improvement.
- Liaised directly with international clients to ensure smooth delivery of projects and process compliance.
- Oversaw seating assignments, unpaid project handling, and open coupon management, meeting strict SLAs.
- Conducted rewards and recognition programs to motivate team performance and enhance engagement.
- Provided product and system training to new hires, improving onboarding efficiency and reducing error rates.
Education
Bachelor of Commerce - B.Com
Delhi University
Skills
B2B & B2C Travel Sales and Operations
Accomplishments
- Consistently achieved high performance ratings for exceeding KPIs in quality, sales, and client satisfaction.
- Spearheaded multiple process improvement initiatives that enhanced team productivity by 20%.
- Maintained lowest team AHT and zero escalations from client side across multiple quarters.
- Recognized by management for handling critical client interactions and project delivery with excellence.
Certification
Power BI
Timeline
Sr. Travel Consultant
Travel Unravel Holidays Pvt. Ltd.
01.2022 - Current
Sr. Travel Specialist
Fareportal India Pvt. Ltd.
07.2018 - 01.2022
Team Leader / Subject Matter Expert (WOW Air Process)
InterGlobe Technologies (IGT)
03.2016 - 07.2018
Bachelor of Commerce - B.Com
Delhi University