Summary
Overview
Work History
Education
Skills
Languages
Hobbies and Interests
Summary Of Qualification
Personal Information
Timeline
Generic

Siddharth Belel

Delhi

Summary

Dynamic contact center leader with a proven track record at Expedia Group, excelling in performance management and customer experience. Skilled in workforce optimization and process improvement, I leverage my Six Sigma Green Belt to enhance team efficiency and drive service excellence, ensuring high CSAT scores through effective coaching and stakeholder collaboration.

Overview

11
11
years of professional experience

Work History

Supervisor – Contact Center Operations, Premium Team

Expedia Group
06.2022 - Current
  • Team Performance Management – Lead and monitor agent performance to ensure adherence to SLAs and KPIs.
  • Coaching & Feedback – Deliver regular coaching sessions and actionable feedback to drive continuous improvement.
  • Training & Onboarding – Oversee onboarding and upskilling of new and existing team members.
  • Quality Assurance & Customer Experience – Ensure service excellence through QA monitoring and NPS/CSAT analysis.
  • Workforce & Operational Planning – Collaborate with WFM for staffing optimization and real-time service level management.

FarePortal India Pvt Ltd
11.2015 - 05.2022
  • Team Management: Led 6 teams comprising 110 executives, 6 team leaders, and 6 supervisors, driving $1.8M in monthly revenue through enhanced sales and customer service strategies.
  • Workforce Management: Implemented scheduling and staffing optimization strategies in collaboration with WFM, improving shift adherence and resource utilization.
  • Performance Analysis & Reporting: Created and analyzed bi-weekly performance dashboards to track KPIs, identify trends, and drive data-informed decisions that improved operational efficiency.
  • Customer Satisfaction: Improved service delivery models, achieving an 85% customer satisfaction rate and a 15% boost in First Contact Resolution (FCR).
  • Process Improvement: Championed process improvements and led cross-functional initiatives to streamline workflows and elevate customer experience.
  • Cross-Functional Collaboration – Partner with QA, WFM, Training, and HR to align operations with organizational objectives.

Sales Associates for Travelocity

WNS (Travelocity Sales Process)
11.2014 - 11.2015
  • Inbound Customer service & Sales Process which included interacting with passengers for Hotel Reservation Sales, Airline Ticket Sales, Ticket Exchanges, Partial Exchanges, Refunds using GDS.
  • Cross selling in flight services like upgrades, seats, and other flight services.

Education

BA Hons - Hospitality Business

Napier University

CBSE Board -

Sr.Secondary

CBSE Board -

Secondary

Skills

  • Contact Center Operations
  • Team Leadership & Mentoring
  • Performance Management
  • Workforce optimization
  • Customer Experience (CSAT/NPS/FCR)
  • Reporting & Analytics
  • Process Improvement
  • Stakeholder Collaboration
  • Six Sigma Green Belt
  • Amadeus Trained in Reservations & Exchanges

Languages

  • English
  • Hindi
  • Bengali

Hobbies and Interests

  • Cricket
  • Travelling

Summary Of Qualification

  • Excellent at Oral & Written Communication.
  • Good at Time Management & Meeting Deadlines.
  • Highly Self-Motivated, Flexible, Innovative and Hardworking.
  • Excellent at Presentations.
  • Good Working Knowledge of Computers.

Personal Information

  • Father's Name: Mr Haren Belel
  • Date of Birth: 12/21/89
  • Nationality: Indian

Timeline

Supervisor – Contact Center Operations, Premium Team

Expedia Group
06.2022 - Current

FarePortal India Pvt Ltd
11.2015 - 05.2022

Sales Associates for Travelocity

WNS (Travelocity Sales Process)
11.2014 - 11.2015

BA Hons - Hospitality Business

Napier University

CBSE Board -

Sr.Secondary

CBSE Board -

Secondary

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Siddharth Belel