SOURABH SHRIVASTAVA
Travel Professional
Gurugram
Summary
To be part of a creative and Innovative organization which will flourish my aspiration and have the potential to create mass impact through their ideas. Experience in result - Oriented and energetic operation and sales management, with creating strategies and workflow management.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Manager - Intl Contracting (Operations)
EaseMytrip.com
Gurugram
10.2023 - Current
- Building EmtStays B2B travel distribution network, a wholly owned B2B subsidiary of EaseMyTrip Middle East DMCC
- Onboarding new DMC in to portfolio to insure maximum availability to cater clients globally.
- Manage DMC partnership and quality of services by signing SLA with partners.
- Develop and maintain strong B2B client relations, understanding their needs, and ensuring high satisfaction levels through effective communication and problem resolution.
- Coordinate and streamline operational processes to enhance efficiency in bookings, reservations, and related services for API & Retail business.
- Take charge of financial aspects, including client billing , Supplier SOA and fixing payment disputes to ensure financial health and meet departmental objectives
- Collaborate with cross-functional teams to implement strategies for business growth and operational excellence.
- Stay informed about industry trends, market dynamics, and regulatory changes to adapt and improve sales and operational strategies.
- Look after B2B sales and bring clients onboard and ensuring compliance with legal and industry standards.
- .Conduct regular performance evaluations and provide constructive feedback to team members, fostering a positive and productive work environment.
Project Lead
Wandering Soles Travel
Gurugram
05.2023 - 09.2023
- Partnered with project team members to identify and quickly address problems.
- Mentored junior team members, fostering professional growth and increasing overall team efficiency.
- Implemented best practices in documentation management systems that improved efficiency, accessibility, and security of project-related information.
- Collaborated with cross-functional teams to ensure seamless integration of various project components.
- Enhanced client satisfaction by consistently delivering high-quality projects within budget and on schedule.
- Established strong relationships with clients, leading to repeat business and positive referrals for company.
Assistant Manager
TBO.Com
8 2022 - 04.2023
- Leading team of 20 senior associates based out of UAE and India and handling client service issue globally 24\7
- Analyze various data to deliver data driven strategies to deliver top performance and achieve KPI's
- Prepare SOP's and update existing SOP's time to time for team in-order to follow same
- Handle escalations coming from sales team and client side and retain business via providing a high level of customer service
- Prepare monthly rosters for team and make sure of availability of team members in-order to fix service issue 24\7 for clients
- Prepare incentive report for team quarterly basis as per their performance
- Prepare presentation and different reports for weekly meetings in-order to show team performance to leadership team
- Ensure negotiating best offer from suppliers and offer to client accordingly
- Maintain good relationship with suppliers and client as well
- Monitor CRM system and make sure each request has been assigned to team and team is taking care of it as per SOP's
- Efficiently managed allotment problem, such as stop sell, rate dispute, payment issue and minimize the losses
- Monitor attendance of team members under me, provide training to new joiners and as well as existing team on system and updated procedure
- Ensure that the team is available at any time well-resourced to support business requirement
- Handle critical cases for team and help them to fix the issue timely and manage crisis resolution of destination customer
- To deal with the high volume, long stay bookings & VIP clients
- Helping finance team to clear all disputed cases in-order to clear payment to suppliers on time
- Identify and resolve system errors and limitations, report to concern team timely.
Team Lead
TBO.Com
01.2022 - 08.2022
- Leading team and handling client service issue for global market
- Handle critical cases for team and help them to fix the issue
- Prepare the monthly rosters for team and make sure of availability of team members
- Handle escalations coming from sales team and client side
- Retain and convert business via providing a high level of customer service.
B2B Operations and Sales Trainee
Cox and kings PVT LTD
05.2017 - 07.2017
- Coordinating with travel agencies and vendors for day-to-day task allocated by my mentor
- Understanding requirement of client for their requested trip and giving quotation to them accordingly
- Documenting all the required details for upcoming trips
- Coordinating with internal teams in-order to close the file of timely basis
- Coordinating with VISA team for approval of VISA on timely basis in-order to book other services for client
- Follow ups with clients and suppliers on daily basis
- Calling up clients for completing balance payment (If Any).
Marketing Department Intern
Ramani Ice-cream CO.LTD
05.2015 - 07.2015
Operations Executive
TBO.Com
01.2018 - 01.202
- Managing products like hotel, transfers, sightseeing and car rental reservations through our B2B system
- Liaising with travel agents and suppliers/hoteliers
- Respond to urgent matters reported by travel agents, suppliers and internal team
- Follow ups with clients and suppliers on daily basis
- Resolve reservation issues timely and effectively to ensure losses are kept to the minimum
- Attend on the spot issues and ensure it's solved within the timeline given
- Provide alternate accommodation for denied bookings
- Respond within SLA to all customer requests
- Liaise with Sales and Product teams to resolve customer issues with maximum efficiency
- If issue is ongoing then liaise directly with hotelier or contracting team to close complaint
- Follow ups for payments with client and accounts department to close the file
- Identify and solve system errors and limitations, report to concern team.
Education
MBA - Business Administration, Travel and Tourism
Indian Institute Of Tourism & Travel Management
Noida, India 01.2016 - 01.2018
B. Com - Commerce, Travel and Tourism
The Bhopal School of Social Sciences
Bhopal, India 07.2013 - 12.2015
Skills
Cost-reduction strategies
Ability to Listen
Team leadership
Good Decision Making
Business Development
Cross-Functional Teamwork
Negotiation
Problem-Solving
Languages
Hindi
English
Awards
- Certification in seven days adventure program from Atal Bihari Vajpayee Institute Of Mountaineering & Allied Sports, Manali, District Kullu (HP.)
- Participation in ''Walk - a - Thon'' to promote the ''Swatch Madhya Pradesh Abhiyan'' held on 14th April 2015 at Bhopal
- Certificate in National Research Seminar 21-22 February, 2014 on the topic social networking site and youth.
- Participation in Dr. Govind Narayan Singh ''Dau Saheb'' Memorial Inter School football tournament, 2012 played at old Campion ground Bhopal.
- Certificate in Data Entry Operator (CDEO) from zenith computer training institute, affiliated by AISECT UNIVERSITY.
Volunteer Experience
- Concord Travels & Tours, Ajeevika, Delhi, India
- Zenith Leisure Holidays.LTD, Pfizer, Delhi NCR, India
- Candid India, Travel Mart 2016, Bhopal, India
Personal Information
Nationality: Indian
Timeline
Manager - Intl Contracting (Operations)
EaseMytrip.com
10.2023 - Current
Project Lead
Wandering Soles Travel
05.2023 - 09.2023
Team Lead
TBO.Com
01.2022 - 08.2022
Operations Executive
TBO.Com
01.2018 - 01.202
B2B Operations and Sales Trainee
Cox and kings PVT LTD
05.2017 - 07.2017
MBA - Business Administration, Travel and Tourism
Indian Institute Of Tourism & Travel Management
01.2016 - 01.2018
Marketing Department Intern
Ramani Ice-cream CO.LTD
05.2015 - 07.2015
B. Com - Commerce, Travel and Tourism
The Bhopal School of Social Sciences
07.2013 - 12.2015
Assistant Manager
TBO.Com
8 2022 - 04.2023
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