Shiven Khurmi
Gurgaon
Summary
Graduate with 7+ years of experience in Leadership & Operations. Possesses excellent negotiation skills, refined communication skills with ability to manage multiple operations across different functional teams simultaneously and delivering on tight schedules with an aspiration to enter a dynamic work culture which would challenge my efficiency and determination.
Overview
7
7
years of professional experience
Work History
Premium Traveler Service
Expedia Group
Gurgaon
11.2022 - Current
- Engaged with customers to understand needs, resolve issues, and answer product questions
- Acting Team Leader/Supervisor to nesting batches
- Conducting daily audits of customer contacts taken by fellow associates to bridge any knowledge gaps
- Sending weekly audit reports and findings to enhance Project Preparing daily productivity reports and sharing NPS data
- Handles and de-escalates issues that are escalated by customers
- Communicate analysis findings and recommendations, both strategic and tactical, to colleagues and leadership in a clear, concise, and influential manner
- Composed reports, and quality assurance communications to professionally connect with customers or internal departments about service activities
- Participated in ongoing service training programs to enhance technical skills and customer service best practices.
Team Leader(Supervisor)
Travel Metrics
Delhi
01.2018 - 10.2022
- Oversaw day to day business operations on production floor
- Documentation of weekly and monthly business reports
- Company clientele increased regularly, staying connected with the clients to understand their requirements and upgradation
- Identifying required Data from the Data Dump
- ADMs and ACMs management
- Managing BDR's of ticket issuance and refunds
- Identifying and processing refunds of unused tickets
- Running queue checks in various client software's
- Managing team for hotel commission tracking
- Collected competitor data, including current and historical prices, sales trends and marketing strategies
- Created questionnaires, polls, surveys, and other data collection resources
- Evaluated security threats to determine scope of problem and actionable solution
- Prioritized workflow and resolved daily operational challenges to support goal achievement
- Delegated projects and distributed tasks to team members as per area of expertise
- Identified opportunities and implemented solutions for workflow, quality and process improvements
- Conducted daily and monthly audits on each team member to provide coaching on errors and areas needing improvement
- Completed accurate, on-time reports and documentation
- Coached team to develop skills and overcome weaknesses to reach goals
- Collaborated with senior leadership to share and gain insight on best practices and improve monthly goals
- Communicated with team members on job functions, responsibilities, and financial goals.
Business Development Executive
Travel Metrics
Delhi
10.2016 - 01.2018
- Developed collaborative partnerships with customers and internal business partners to successfully solve complex problems
- Studied company products and services to maintain relevant knowledge and deliver top-notch service
- Provided targeted customer support via live chat, email, and telephone
- Processed airline ticket refunds on GDS
- Processed hotel reservations request (Cancellation/Changes/Complaints).
Education
Bachelor of Arts -
University of Delhi
High School Diploma - Commerce
NIOS - Gurgaon, Haryana
Matriculation -
Delhi Public School - Gurgaon
Skills
- Customer Relationship Management
- Strategy and Communication
- Operations Management
- Sales and Operations
- People Management
- Problem Solving
- Ability to apply knowledge and experience in practical situations
- Staff Training and Development
- Project Management
- Employee Coaching
Timeline
Premium Traveler Service
Expedia Group
11.2022 - Current
Team Leader(Supervisor)
Travel Metrics
01.2018 - 10.2022
Business Development Executive
Travel Metrics
10.2016 - 01.2018
Bachelor of Arts -
University of Delhi
High School Diploma - Commerce
NIOS - Gurgaon, Haryana
Matriculation -
Delhi Public School - Gurgaon
Similar Profiles
Darionte J. CaneDarionte J. Cane
Competitive Intelligence Externship at Expedia GroupCompetitive Intelligence Externship at Expedia Group
Anna OzmanovaAnna Ozmanova
Account Manager at Expedia GroupAccount Manager at Expedia Group
Akshay BhatiaAkshay Bhatia
Software Development Engineer III at Expedia GroupSoftware Development Engineer III at Expedia Group
Srishti GuptaSrishti Gupta
Customer Success & Partner Enablement at Expedia GroupCustomer Success & Partner Enablement at Expedia Group
Smriti RanaSmriti Rana
Technical Architect & Lead at Builder.aiTechnical Architect & Lead at Builder.ai