Playing Cricket
Surya Prakash Yadav
3008, Sector 23 Gurugram
Summary
I Would Be Grateful For The Opportunity To Work In Your Organization, As A Part Of Team Or Individually Where I Could Make Significant Contribution While Developing My Skills Yet Further. I am confident enough that my skills will help me and your organization to grow.
Overview
11
11
years of professional experience
2
2
years of post-secondary education
1
1
Language
Work History
Assistant Manager
Teleperformance
08.2015 - Current
- Monitor service levels, identify area of improvement, and implement process enhancement
- Manage clients over the call and emails and provide progress report and health of the process during MBR, QBR
- Build and maintain strong relationship with clients and address their concerns and needs
- Responsible for SOP and process flow updating and audits
- Coach and develop team members to top performers and prepare them for next level opportunities
- Conduct daily and weekly team huddles with Team Leaders to meet the expectations of clients to ensure that all client Metrix are met
- Work closely with Ops & WFM to ensure service levels are met, by real-time queue monitoring, queue assignment adherence of their agents, and working with Ops in any assignment changes
- Identify opportunities for business expansion and new revenue streams
Sr. Travel Executive
Serco India Pvt Ltd
New Delhi
06.2014 - 08.2015
- Worked as ticketing agent with the knowledge of GDS Sabre, Amadeus
- Responsible for ticketing issuance, Reissuance, MCO
- Collaborated with passengers and travel agents to resolve booking issues, correct fares and clarify rules.
- Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
Team Member
RDM India Pvt Ltd
Gurgaon
06.2012 - 06.2014
Worked as agent for Lufthansa Airline back office
Education
Bachelor Of Arts - History
Avadha University
Faizabad, Uttar Pradesh 06.2010 - 04.2012
Diploma - Aviation and Travel Management
Trade Wings Institute of Lucknow
Skills
Ten plus years of broad and diversified Traveling & Tourism experience, with expertise in managing ticketing, exchanges and MCO issuance including knowledge of GDS-(World span, Sabre and Apollo)Comfortable with sharing feedback handling resistanceAbility in learning new concepts quickly, working well under pressure and communicating ideas effectivelyPossessing excellent interpersonal, communication & organizational skills with proven capabilities in team management and relationship managementHave experience of automation implementation projectExperienced of migrating multiple projects successfullyManaging operations of US based travel processSkills Known In ComputerProficient in windows latest version, Microsoft office suite (Word, excel) and the Internet
Interests
Spending Time with friends
Watching Movies
Timeline
Assistant Manager
Teleperformance
08.2015 - Current
Sr. Travel Executive
Serco India Pvt Ltd
06.2014 - 08.2015
Team Member
RDM India Pvt Ltd
06.2012 - 06.2014
Bachelor Of Arts - History
Avadha University
06.2010 - 04.2012
Diploma - Aviation and Travel Management
Trade Wings Institute of Lucknow