Sumit Prasad Semwal

Manager – Operations

• Responsible for overall delivery and performance of 27 team members across multiple functions.
• Lead 2 multi-account operational teams, 2 onsite teams, and NAV Support team, ensuring SLA adherence and service quality.
• Act as primary point of contact for CGMs and senior stakeholders, driving timely finance closures, issue resolution, and operational alignment.
• Own and manage escalations end-to-end, ensuring root cause analysis, corrective actions, and stakeholder communication.
• Provide structured coaching, performance feedback, and development plans for team leads and agents to improve productivity and quality.
• Participate in customer review meetings, presenting performance metrics, insights, and improvement actions.
• Collaborate with WFM on FTE calculations, capacity planning, and productivity tracking to optimize operational efficiency.
• Drive continuous improvement initiatives to enhance process efficiency, compliance, and customer satisfaction.

• As a Team Lead, I am currently responsible for leading a team of 22 Counselors delicately managing the General E2E Travel Program, which includes reservations, ticketing, exchanges, refunds, invoicing, visas, travel insurance, queue management, client escalations & fare audits for J.P. Morgan.
• Overseeing all aspects of people, performance & client management, such as quality assurance, coaching & staffing.
• Supported new client transition and implementation.
• Key Accountabilities
• Managing daily operations for a team of 22, including training, performance management, roster making and conflict resolution.
• Assisting colleagues in problem-solving complex issues, helping them find creative solutions.
• Working with other department heads to ensure seamless collaboration and communication.
• Ensure the reporting fields are captured in all the bookings & ensure 100 % compliance.
• Active in making reservations and exchanges and VIP travelers.
• Ensure that the team is following all the client processes, travel policies & drive performance

• Supervised and managed a team of 10 customer service representatives, ensuring that excellent customer service was provided to all customers.
• Key Accountabilities
• Analyzed current processes and identified areas for improvement, resulting in increased customer satisfaction.
• Assisted the client with Airline and Hotel Contracting.
• Was responsible for implementation of a Customer (Luminous)
• Responsible for making reservations for senior travelers for corporate.
• Assisted in the resolution of customer complaints and inquiries in a timely manner.

• As a Lead Executive, I was responsible for making the travel reservations, which included issuance of domestic and international air tickets and hotel, exchanges, Visa, Travel Insurance and invoicing for VIP customers, email Management, Monthly submission, and payment collection from different customers.
• I was also responsible for mentoring teams & trainees and new hires, and training related to the process.

• As a reservation service officer, I was stationed as an, implant in Jubilant Group, wherein I was taking care of their car and hotel booking and preparing the MIS report, monthly submission and payment follow up.

• As an Operation Executive, I was responsible for making reservations and dispatching duties for different corporates.