Subhashree Patnaik
Gurgaon
Summary
A competent professional with 15+ years of experience in Revenue Generation, Customer Servicing and Training & Development Experienced in assessing the customer feedback; evaluating areas of improvements & providing critical feedback to the associates on improvements and achieving higher customer satisfaction matrices Proficient in devising customer retention, maintaining business relationship with individual & corporate clients to achieve repeat / referral business along with quality product and service norms Skilled in identifying training needs and imparting training to the staff on various products and services Contributed in successfully setting-up Spanish Sales as well as Web Chat Team for LBF Travel India Pvt. Ltd. Exceptional communication, presentation, listening, motivational and counseling skills with distinguished abilities in leading teams for developing business plans, procedures and service standards for business excellence Multi-talented associate director applies several years of experience in operations. Manages diverse business areas with eye for efficiency and quality. Excellent team leader and analytical problem-solver.
Overview
19
19
years of professional experience
Work History
Associate Director - Sales and Operations
VMS Travel Tech India Pvt Ltd
New Delhi
04.2023 - Current
- Developed and implemented strategies to increase organizational effectiveness and efficiency.
- Participated actively in decision making processes at a high level within the organization.
- Identified opportunities for improvement in processes, procedures, systems and services.
- Conducted regular meetings with staff members to review progress on goals and objectives.
- Ensured compliance with all applicable laws, regulations and policies related to the organization's operations.
- Implemented innovative solutions for difficult problems encountered by the department.
- Evaluated performance of subordinates through regular feedback sessions and annual reviews.
- Analyzed data collected from various sources in order to identify trends or areas requiring further investigation or action.
- Assisted senior leadership team in developing long-term strategic plans for the organization.
- Oversaw day-to-day operations of the organization including personnel management, program development and implementation.
- Provided guidance and support to staff in order to maximize their performance.
- Developed training programs for existing staff members as well as new hires.
- Managed recruitment process for new employees including conducting interviews, evaluating resumes, making job offers.
- Maintained positive relationships with stakeholders by responding promptly to inquiries, requests and complaints.
- Coordinated with other departments to ensure successful completion of projects within established timelines and budgets.
- Monitored budgeting, forecasting, planning and reporting activities of the department.
- Established key performance indicators which were tracked regularly against set targets.
- Created effective communication channels between different departments in order to facilitate collaboration.
- Conducted meetings to lead discussions as subject matter expert on assigned projects.
- Participated in staff meetings, working groups or task forces to implement strategic initiatives.
- Developed team atmosphere to drive supportive and productive work environment.
- Assisted with grant writing and fundraising efforts to secure additional resources.
- Monitored industry trends to recommend actionable strategies.
- Conducted performance evaluations and recommended areas for improvement.
- Coordinated daily operations and managed workflow to enhance productivity.
- Implemented process improvements to increase efficiency and effectiveness.
- Proposed or approved modifications to project plans.
Reservation Sales Manager
Mondee Tech India Pvt Ltd.
New Delhi
06.2021 - 03.2023
- Coached, mentored and trained team members in order to improve their job performance.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Provided leadership during times of organizational change or crisis situations.
- Ensured compliance with regulatory requirements and industry standards.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Created monthly reports for senior management summarizing operational performance metrics.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Recruited and trained new employees to meet job requirements.
- Documented changes in processes or procedures related to selection of incentives.
Assistant Manager
LBF Travel India Pvt. Ltd.
06.2016 - 06.2021
- Extending support in meeting the sales requirement of Spanish Sales
- Managing a team of Customer Service (English US based) along with Web Chat Team (which is an online sales support desk)
- Monitoring the escalations and providing feedback to the customers through e-mails
- Contributing in managing a complete unit of 50 people from sales and customer service division
- Facilitating the process of hiring and imparting training to the employees for the organization growth and process improvement
- People management
- Plotting up performances and target reports for different teams
- Retaining existing customers and renewal of customers
- Managing internal processes, which include monitoring and evaluation of the employee performances and the ongoing work
- Performance coaching, mentoring, Performance management
- Drive behaviors, visions and goals.
Sr Team Leader
LBF Travel India pvt Ltd
06.2013 - 06.2016
Sr. Team Leader
Fare Portal Pvt. Ltd.
Gurgaon
03.2013 - 04.2013
Team Leader
Fare Portal Pvt. Ltd.
Gurgaon
04.2011 - 03.2013
- Provided assistance to the Supervisor for developing team
- Performed various activities like conducting sessions for process trainings, compilation of reports, conducted sessions to motivate people.
Team Supervisor
Fare Portal Pvt. Ltd.
Gurgaon
06.2010 - 04.2011
- Extended support in achieving the given target
- Managed various activities like training & modulation, escalation handling while ensuring minimal absorption or loss control
- Maintained roster and schedule for the team
- Completely responsible to handle the upset customers and resolve their unresolved queries by proving various schemes
- Maintain a complete report for the feedback of the entire upset passenger of the company, and also maintained a complete data of the upset passengers who turned positive after getting assisting from the company
- Handling blogs and their concerns.
Travel Counselor
Fare Portal Pvt. Ltd.
Gurgaon
04.2009 - 06.2010
- Extended support to the webchat revenue sales team as well as managed escalations and provided feedback for managing team
- Was played a Key role in implementation of the new emails team, setup, whose core functionality was to assist the customers on emails, resolving their escalation, and controlling loss, Content writing and Business Emails templates.
Product and Quality Analyst
Isango India Pvt. Ltd.
Gurgaon
08.2008 - 01.2009
- Managed content writing operations as per the key words received by the tour operators
- Contributed in finalizing and uploading a complete activity webpage online.
Travel Counselor
Fare Portal Pvt. Ltd.
Gurgaon
02.2007 - 02.2008
- Managed queues and scheduled changes while resolving various customer queries
- Facilitated in managing customer reservations while supervising the team in the absence of team leader.
Associate Manager (Store Sales)
Domino's Pizza
New Delhi
08.2005 - 03.2006
Business Executive- Front Office Department
Hotel Claridges
New Delhi
04.2005 - 08.2005
Education
Bachelor Degree in Tourism Studies -
I.G.N.O.U, New Delhi
Proficient in Spanish Language -
Jamia Milia Islamia University
Diploma in Hotel Management & Catering Technology -
South Delhi Polytechnic for Women, Lajpat Nagar, New Delhi
Diploma in Aviation and Tourism Management with Amadeus certification -
IITC
Skills
- Business Development
- Customer Servicing
- Sales Support / Coordination
- Training & Development
- Escalation Management
- Strategy Formulation
- Process Improvement
- Customer Life Cycle Management
- Team Management
- People Management
- Strategic leadership
- Project Management
- Coaching and Mentoring
- Critical Thinking
- Operations Management
- Staff Scheduling
- Administrative Support
- Work Planning and Prioritization
- Strategic Planning
- Data Analysis
- Staff Management
Seniorlevelassignments
Business Development, Sales & Customer Servicing
Personal Information
- Location Preference: Delhi/ NCR/ Overseas
- Industry Preference: Airlines Reservation, Online Travel Agency and Hospitality
- Date of Birth: 02-10-1985
- Marital Status: Married
Languages
- English
- Spanish
- Hindi
Accomplishments
- Achieving milestones
- Completion of Target
- Employee of the Quarter
- Employee of the year
Timeline
Associate Director - Sales and Operations
VMS Travel Tech India Pvt Ltd
04.2023 - Current
Reservation Sales Manager
Mondee Tech India Pvt Ltd.
06.2021 - 03.2023
Assistant Manager
LBF Travel India Pvt. Ltd.
06.2016 - 06.2021
Sr Team Leader
LBF Travel India pvt Ltd
06.2013 - 06.2016
Sr. Team Leader
Fare Portal Pvt. Ltd.
03.2013 - 04.2013
Team Leader
Fare Portal Pvt. Ltd.
04.2011 - 03.2013
Team Supervisor
Fare Portal Pvt. Ltd.
06.2010 - 04.2011
Travel Counselor
Fare Portal Pvt. Ltd.
04.2009 - 06.2010
Product and Quality Analyst
Isango India Pvt. Ltd.
08.2008 - 01.2009
Travel Counselor
Fare Portal Pvt. Ltd.
02.2007 - 02.2008
Associate Manager (Store Sales)
Domino's Pizza
08.2005 - 03.2006
Business Executive- Front Office Department
Hotel Claridges
04.2005 - 08.2005
Bachelor Degree in Tourism Studies -
I.G.N.O.U, New Delhi
Proficient in Spanish Language -
Jamia Milia Islamia University
Diploma in Hotel Management & Catering Technology -
South Delhi Polytechnic for Women, Lajpat Nagar, New Delhi
Diploma in Aviation and Tourism Management with Amadeus certification -
IITC
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