Surya Prakash Yadav

• 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

• 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.

Worked as agent for Lufthansa Airline back office