Sujit Mondal
Bengaluru
Summary
Dynamic Senior Operations Executive with a proven track record at Make My Trip, excelling in vendor coordination and performance reporting. Adept at problem-solving and optimizing processes, I leverage strong analytical skills and effective communication to enhance customer satisfaction and drive operational efficiency.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Operations Executive
Make my Trip
01.2024 - Current
- Ensure timely and accurate processing of bookings (Cabs)
- Coordinate with suppliers, vendors, for booking confirmations and amendments.
- Verify availability and rates and ensure service deliverables are met as promised to customers.
- Act as a point of contact for escalations related to post-booking issues.
- Resolve customer complaints or service disruptions (e.g., reschedules, cancellations, refunds).
- Communicate proactively with customers regarding any changes or updates.
- Monitor the end-to-end fulfilment cycle to ensure SLAs (Service Level Agreements) are met.
- Collaborate with internal teams (sales, tech, operations) to streamline fulfilment processes.
- Use internal systems/tools to track booking statuses and generate reports.
- Manage partner performance and address fulfilment-related gaps or delays.
- Guide and mentor junior executives or new team members.
- Share best practices and help improve team efficiency.
- Handling Social media case resaid by social media team and support team.
- Generating reports on operational performance, identifying trends, and recommending strategies for optimization.
Fulfilment Executive
Redbus.in
01.2022 - 12.2024
- Ensure timely and accurate processing of bookings (Cabs, Bus)
- Managing the operations and coordinating closely with vendors and BDM.
- Monitoring the daily fulfilment percentage and handling a vendor query.
- Handling customer queries through tickets and providing quick resolution.
- Arranging inventory and ensuring that the trip proceeds without difficulty.
- Taking care of driver allocation Timely follow-up of reservations to ensure accurate fulfilment.
- Working with a variety of different tools and systems Managing inventory levels to ensure product availability.
- Monitoring and reporting on fulfilment performance metrics.
- Closely work with sales team and negotiate with the vendor as per customer requirement.
- Handling High risk social media cases raised by the support team with quick resolution.
- Handling vendor queries and solving.
- Handling customer inquiries related to order status.
- Developing and maintaining relationships with key suppliers and partners.
- Identifying and resolving any issues or delays in the fulfilment process.
- Coordinating with suppliers and partners to ensure timely pickup and drop.
- Collaborating with the sales and customer service teams to improve customer satisfaction.
SALES MAN
MSWIPE TECHNOLOGIES PVT LTD
12.2020 - 11.2021
- Meeting sales targets of EDC/card swipe machines.
- Responsible for planning & scheduling market visits for lead generation.
- Gathering feedback from market for existing products.
- On-boarding new retailers & make them understand the complete payments acceptance process and its benefits.
- Visit existing merchant and resolve if merchant having any issue.
SALES MAN
PODDAR CAR WORLD PVT LTD
10.2019 - 02.2020
- Converting showroom visitors into customers by understanding their needs and interests, and matching them to the most appropriate car.
- Taking customers on test drives and demonstrating vehicle features.
- Building a rapport with potential customers to improve the possibility of a sale in the future.
- Maintaining a customer database and communicating with them.
TEAM COORDINATOR
MI LIFESTYLE MARKETING GLOBAL PVT LTD
01.2018 - 08.2019
- Creating and implementing sales strategies and identifying new markets to enter.
- Conducting market research to identify new business development opportunities.
- Establishing and maintaining effective relationships with customers via email, phone, and in-person.
- Coordinating and arranging client events, meetings, appointments, and conferences.
- Assisting with the preparation of presentations and pitches for prospective clients.
Education
Bachelor of Science -
Bangabasi Evening College
Kolkata01.2021
High School Diploma -
Maharaja High School
Raiganj01.2015
SSLC -
Bhendabari high school
01.2013
Skills
- Booking management
- Vendor coordination
- Fulfillment monitoring
- Performance reporting
- Relationship building
- Problem solving
- Effective communication
- Time management
- Negotiation skills
- Leadership and team management
- Process optimization
- Operations analysis
- Analytical minds
- Data visualization
- Excel
- SQL querying, Tableau, Power BI, creating reports, Python, R, strong analytical and investigative skills, critical thinking
Hobbies and Interests
- Read
- Travel
- Cricket
- Photography
Languages
- English
- Hindi
- Bengali
Certification
EXCELR: Advanced Certification Program in Data Analytics and Business Analytics.
Timeline
Senior Operations Executive
Make my Trip
01.2024 - Current
Fulfilment Executive
Redbus.in
01.2022 - 12.2024
SALES MAN
MSWIPE TECHNOLOGIES PVT LTD
12.2020 - 11.2021
SALES MAN
PODDAR CAR WORLD PVT LTD
10.2019 - 02.2020
TEAM COORDINATOR
MI LIFESTYLE MARKETING GLOBAL PVT LTD
01.2018 - 08.2019
Bachelor of Science -
Bangabasi Evening College
High School Diploma -
Maharaja High School
SSLC -
Bhendabari high school