Shivam Jain
Delhi
Summary
Versatile Senior Executive knowledgeable about sales, operations and personnel management. Successful at stepping into diverse positions and making immediate positive contributions. Focused on optimizing operations and motivating employees while establishing market dominance. Proven track record in enhancing customer satisfaction and operational efficiency through strategic leadership and data analysis. Adept at building relationships and driving team performance, consistently achieving high service standards and operational goals.
Overview
10
10
years of professional experience
Work History
Sr. Executive- CS and Ops
City Sightseeing Worldwide
05.2025 - Current
- Partnered with senior leadership to align operational strategies with company objectives, overseeing pricing structures, tour updates, commissions with local tour providers to drive profitability and market competitiveness.
- Directed daily updates to tour content and SEO strategies across 80+ cities worldwide, enhancing online visibility and customer engagement for global tour offerings.
- Managed updates to Google-integrated maps, website content, translations, and service enhancements, ensuring accurate, accessible, and multilingual customer-facing materials.
- Oversaw backend customer service operations, managing calls, emails, and chat support to ensure timely, professional, and customer-focused resolutions across global markets.
TEAM LEAD/ SENIOR TRAVEL CONSULTANT
City Sightseeing Worldwide
01.2023 - 10.2024
- Team Leadership: Supervise and mentor a team of customer support representatives, ensuring adherence to company standards and protocols.
- Customer Service Management: Oversee the delivery of exceptional customer service, addressing and resolving complex customer issues efficiently.
- Training and Development: Conduct training sessions to enhance team skills and knowledge, promoting continuous professional growth.
- Performance Monitoring: Track and evaluate team performance through regular assessments, providing constructive feedback and implementing improvement plans.
- Process Optimization: Identify and implement process improvements to enhance operational efficiency and customer satisfaction.
- Reporting: Prepare and present regular reports on team performance, customer feedback, and operational metrics to senior management.
SENIOR TRAVEL CONSULTANT
Isango (by CSS. Worldwide Ltd.)
01.2022 - 01.2023
- In-Depth Destination Research: Conducted comprehensive research on over 50 travel destinations, providing clients with expert advice and tailored recommendations.
- Industry Trend Monitoring: Stayed current with industry trends, airline policies, and travel regulations, ensuring clients received the most up-to-date information.
- Reservation Management: Handled travel reservations, ensuring seamless travel experiences for clients.
- Crisis Management: Efficiently managed travel disruptions and emergencies, providing timely solutions and maintaining client trust during unforeseen circumstances.
- Client Education: Educated clients on travel safety, local customs, and cultural nuances, enhancing their overall travel experience.
- Tech-Savvy Solutions: Utilized advanced travel booking and management software to streamline operations and enhance service efficiency.
TIER 2 CONSULTANT
Holisto
01.2021 - 01.2022
- Company Overview: Freelance
- Developed proficiency in handling complex hotel reservations, including room types, amenities, and special requests, resulting in reduction in booking errors.
- Enhanced problem-solving skills to efficiently address customer inquiries and resolve issues related to reservations, achieving customer satisfaction rating.
- Strengthened communication abilities through daily interactions with customers, ensuring clear and concise information delivery and fostering positive customer relationships.
- Collaborated effectively with Tier 1 consultants to streamline processes and provide mentorship, contributing to a significant reduction in average handling time for customer queries.
- Recognized for consistently meeting and exceeding monthly service targets, demonstrating commitment to delivering exceptional service and support to customers.
- Managed communication and relationships with numerous global suppliers, vendors, and hotels via email and phone.
- Freelance
FRONT OFFICE NIGHT AUDITOR/AGENT SUPPORT SPECIALIST
Hyatt Regency
Savannah
01.2018 - 01.2019
- Inventory Management: Maintained inventory of supplies and equipment as per practice manager's standards, ensuring smooth operations.
- Sales Performance: Consistently recognized as a top-performing sales associate each month in the Room Division Team for effective up-selling, contributing to increased revenue.
- Team Training and Leadership: Trained and coached new agents and auditors on hotel operations to create a cohesive and productive team.
- Revenue Enhancement: Identified and corrected rate code discrepancies, resulting in increased hotel revenue.
- Conducted regular quality audits of guest rooms and public areas to ensure compliance with cleanliness and maintenance standards, achieving a 98% audit score.
- Implemented personalized guest recognition programs that increased repeat guest bookings by over 15% year-over-year.
FRONT OFFICE AGENT
Ramada Hotel
Dubai
02.2016 - 06.2016
- Attended and actively participated in staff meetings to ensure the efficient operation of the center.
- Generated computer reports at the start and end of each shift to guarantee accurate documentation and record-keeping.
- Took on the role of Manager on Duty for the hotel as needed, overseeing all aspects of operations to ensure a seamless guest experience.
- Provided assistance to guests in selecting rooms and distributing keys, ensuring their complete satisfaction with their accommodations.
- Implemented personalized service initiatives that enhanced guest satisfaction scores.
Education
BACHELOR OF SCIENCE - HOTEL MANAGEMENT
B.SC IN HOTEL MANAGEMENT
Coimbatore01.2017
Skills
- Conflict Resolution
- Time Management
- Adaptability
- Attention to Detail
- Multitasking
- Relationship Building
- Crisis Management
- Cultural Sensitivity
- Revenue Management
- Cross-cultural Communication
- Negotiation Skills
- Risk Assessment
- Customer Retention
- Data Analysis
- Team Building
- Vendor Management
- Compliance
- Problem Identification
- Problem solving
- Marketing strategy
- Good judgment
- Team leadership
Accomplishments
- Customer Satisfaction Improvement
- Efficiency Gains
- Team Development
- Innovation in Service Delivery
- Recognition & Exceeding performance targets
Hobbies and Interests
- Enthusiastic about exploring new destinations and solo adventures, excited by the prospect of new beginnings.
- Find joy and mental clarity in long-distance running and other fitness activities.
- Passionate about investing and avid reader of audiobooks, particularly enjoy listening to authors like David Goggins during morning runs or workouts.
Software Utilized
- Cloudtalk
- Zendesk
- Salesforce
- Opera (PMS)
- Back office
- Amadeus
- Micros
- Kronos
- Microsoft Office
References
References available upon request.
Timeline
Sr. Executive- CS and Ops
City Sightseeing Worldwide
05.2025 - Current
TEAM LEAD/ SENIOR TRAVEL CONSULTANT
City Sightseeing Worldwide
01.2023 - 10.2024
SENIOR TRAVEL CONSULTANT
Isango (by CSS. Worldwide Ltd.)
01.2022 - 01.2023
TIER 2 CONSULTANT
Holisto
01.2021 - 01.2022
FRONT OFFICE NIGHT AUDITOR/AGENT SUPPORT SPECIALIST
Hyatt Regency
01.2018 - 01.2019
FRONT OFFICE AGENT
Ramada Hotel
02.2016 - 06.2016
BACHELOR OF SCIENCE - HOTEL MANAGEMENT
B.SC IN HOTEL MANAGEMENT
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