SHIVAIN BHATIA
New Delhi
Summary
Operations and Customer Experience Leader with 12 years of experience in global travel operations, managing high-volume, customer-centric environments across OTAs and regulated industries. Proven expertise in process and customer journey analysis, operational KPI ownership, and data-driven improvement planning. Strong track record of improving customer satisfaction, efficiency, productivity, and service reliability through cross-functional collaboration, automation, and change management.
Overview
12
12
years of professional experience
Work History
Senior Manager, Customer Care
Cleartrip Private Limited
06.2025 - Current
- Lead end-to-end CX and travel operations for 30,000+ premium, high-value customers.
- Analyze process and customer journey trends to identify repeat issues and improvement opportunities.
- Own operational KPIs, including CSAT, SLA, TAT, efficiency, and escalation resolution across Voice and Non-Voice operations (Email, Chat, Social Media, and Back-Office support).
- Improved CSAT from 4.4 to 4.7 through proactive service recovery and escalation governance.
- Led large-scale disruption management while maintaining SLA/TAT compliance above 95%.
- Partner with Product, Technology, and Operations teams to deliver sustainable CX improvements.
- Act as the CX SME for cross-functional initiatives and change programs.
Team Leader, Global Travel Operations
American Express
06.2024 - 05.2025
- Led a 50-member global travel operations team supporting international flight ticketing and invoicing (US market).
- Managed high-volume Sabre GDS operations with SLA and TAT above 95%.
- Delivered 22% productivity improvement and reduced operational error rates by 50%+.
- Implemented automation and workflow optimization reducing manual effort by 25-30%.
- Served as primary escalation point and ensured 100% compliance.
Acting Team Leader, Travel Operations
American Express India Private Limited
02.2023 - 05.2024
- Managed a team of 15 agents across voice and chat channels.
- Owned KPIs including NPS, AHT/CHT, SLA, adherence, efficiency, and shrinkage.
- Delivered a 12-point NPS increase (55% to 67%) through quality initiatives and coaching.
- Reduced CHT from 23 minutes to 16 minutes by automating manual tasks and streamlining workflows.
- Improved morale and reduced attrition through engagement initiatives.
Senior Travel Consultant
American Express India Pvt. Ltd.
08.2018 - 06.2023
- Delivered premium travel servicing for high-value and HNI customers.
- Managed complex itineraries while meeting SLA, quality, and compliance benchmarks.
- Drove 15-25% incremental revenue through upselling and cross-selling.
Travel Sales Consultant
Southall Travels
01.2015 - 12.2018
Process Associate
InterGlobe Technologies / Goibibo
01.2014 - 01.2015
Education
Bachelor of Arts - Tourism Studies
IGNOU
New Delhi12-2023
Skills
- Global travel operations management
- Customer experience (CX) and service delivery
- Process and customer journey optimization
- Operational KPI ownership (CSAT, NPS, SLA, AHT/CHT)
- Root cause analysis (RCA) and remediation planning
- Change & Program Management
- Cross-functional and stakeholder leadership
- Workforce and workload management
- Performance reporting and analytics
- Tools - Salesforce, Amadeus, Sabre & MS Office
Certifications And Awards
- Google Analytics (Beginner & Advanced)
- Marriott Hotel Excellence
- American Express Pacesetters Award - 2023
- Shooting Star Award - American Express Platinum - 2019
- Highest Lodging Revenue Award - Southall Travels - 2017-2018
Languages
English
Proficient (C2)
C2
Timeline
Senior Manager, Customer Care
Cleartrip Private Limited
06.2025 - Current
Team Leader, Global Travel Operations
American Express
06.2024 - 05.2025
Acting Team Leader, Travel Operations
American Express India Private Limited
02.2023 - 05.2024
Senior Travel Consultant
American Express India Pvt. Ltd.
08.2018 - 06.2023
Travel Sales Consultant
Southall Travels
01.2015 - 12.2018
Process Associate
InterGlobe Technologies / Goibibo
01.2014 - 01.2015
Bachelor of Arts - Tourism Studies
IGNOU