Suumit Asnaanii
Mumbai
Summary
Dynamic professional with a proven track record at American Express Global Business Travel, adept at fostering strategic partnerships and enhancing client satisfaction. Demonstrated expertise in Microsoft Office and managing cross-functional teams, driving operational excellence while implementing cost-saving strategies. Recognized for exceptional service delivery and innovative problem-solving abilities that consistently elevate client experiences. Seeking opportunities to leverage skills in a challenging environment to further enhance organizational success.
Overview
19
19
years of professional experience
Work History
Remote Client Servicing Manager
American Express Global Business Travel
Mumbai
10.2023 - Current
- Develop and maintain strong strategic partnership with clients, ensuring their travel program managed successfully and serviced by the operational teams
- Pro-actively speaking to clients about industry updates / organizational updates to recommend the most suitable solutions for them to achieve their business objectives
- Manage client portfolio renewals, retentions, P&L, as well as appropriate negotiations
- Escalation management and partner with internal operational teams (onshore and offshore) and function as a point of contact for any client related travel policies or requirements related to client travel program
- Reporting and reviews to focus on profitability
- Manage client MI report set ups and maintenance
- Managing client supplier programs and rates distributed and loaded in the reservation systems
- Engage in activities overseen by the Client Management team or specific AEGBT projects as required by leader
Service Delivery Manager – Traveler Care
American Express
Mumbai
02.2015 - 10.2023
- Company Overview: Global Business Travel
- Create strategic partnerships with client to add benefit to their travel programs in terms of cost saving measures as well as implement and manage their travel policies
- Actively engaged with clients in their internal quarterly travel program Q&A as well as roadshows
- Handling APAC (HK, SG, TH, TW, AU, IN) operations for a corporate account
- Managing MIS team for client ground transport and travel reports including BTA reconciliation
- Plan coverage / headcount to manage operations
- Ensure all invoicing, refunds completed in timely manner as well as no pending payments from clients
- Ensure that all customer complaints received are managed objectively and investigated
- Collaborate with team members and management to recommend remedial/corrective action
- Ensure client satisfaction and continuously update the client with daily operations and latest updates
- Initiate and develop new procedures to overcome any operational challenges, review existing processes and suggest efficiencies
- Collaborate with different teams managing online booking platform and different robotics to ensure the bookings are processed seamlessly and worked appropriately
- Head regional hotel desk, ensure lowest negotiated rates and special requests taken care by the hotel(s), meetings with hotel partners to discuss operational requirements for APAC market
- Manage and maintain air savings, meetings with airline partners to discuss operational requirements
- GDS – Sabre as well as support client OBT (online booking tool) mapped to GDS systems
- Maintain performance reports, CSAT, SLA, CSI (Customer service issue), write off reports
- Working closely with senior leadership team to set up Goals and objectives for the team
- Employee Engagement, reward & recognition
- Coordinating on boarding of new candidates in collaboration with HR team
- Global Business Travel
- Vendor Management: Maintain and manage strategic partnership with key vendors such as Airlines, Hotels, Car rental partners to identify cost saving measures for the customer as well as ensuring high standard of service delivery
- Budgeting: Analyze trends of business and analyze expenses to identify cost saving measures and improve service delivery, partner with official account manager for budgeting
Global Contact Centre Team Leader (Supervisor - Reservations, Fares and Ticketing)
Emirates Airlines
Mumbai
08.2007 - 02.2015
- Manage the day-to-day operations, manager customer complaints, investigated and recommend remedial and take corrective action
- Manage and troubleshoot immediate operational issues in-order to maintain contact centre service and quality levels and to ensure impact on customer service kept to a minimum
- Identify, initiate & develop procedures that will increase service standard and ensure that the contact centre stay ahead of changing needs, customer expectations and keeps pace with overall growth of development of Emirates Group
Customer Service Executive
Go Air Pvt. Ltd
Mumbai
10.2005 - 08.2007
- Check in counters
- Departures / Arrivals
- Ramp activities
- Weight and Balance sheet for A320
- Special Achievements: Compliments received from the MD of Go Air in successfully setting up one of the biggest metro cities in the network – Delhi
Customer Services Executive
Cambata Aviation Pvt. Ltd
Mumbai
07.2005 - 10.2005
- Pre / post flight allocations, managing check in counters, arrivals, departures to ensure on time performance achieved and business as usual
Education
SMART – Self Managed Assertive Teams -
01.2017
Dangerous Goods Regulations (Basic) & Load planners -
Air India
India02.2007
Weight and Balance of A320 -
Certified by DGCA
India02.2007
Basic Aviation Security course (AVSEC) -
Bureau of Civil Aviation Security, Ministry of civil Aviation – Government of India
India03.2006
Airline Passenger Services -
Indian Aviation Academy
Mumbai, India07.2005
Bachelor of Commerce -
University of Mumbai
Mumbai, India04.2005
Diploma in International & Travel Management & CRS (Sabre) -
IITC
Mumbai, India01.2004
Higher Secondary Certificate (H.S.C) -
Guru College of Commerce and Arts
Mumbai, India05.2001
Secondary School Certificate (S.S.C) -
A.M.K. Premier High School
Mumbai, India03.1999
Skills
- Experienced with Windows Operating Systems
- Microsoft Office (Word, Excel, and PowerPoint)
- Internet Applications
Accomplishments
Received best leader certificate in 2019.
Received quarterly reward and recognition certificate in 2022.
Received quarterly reward and recognition certificate in 2023.
Timeline
Remote Client Servicing Manager
American Express Global Business Travel
10.2023 - Current
Service Delivery Manager – Traveler Care
American Express
02.2015 - 10.2023
Global Contact Centre Team Leader (Supervisor - Reservations, Fares and Ticketing)
Emirates Airlines
08.2007 - 02.2015
Customer Service Executive
Go Air Pvt. Ltd
10.2005 - 08.2007
Customer Services Executive
Cambata Aviation Pvt. Ltd
07.2005 - 10.2005
SMART – Self Managed Assertive Teams -
Dangerous Goods Regulations (Basic) & Load planners -
Air India
Weight and Balance of A320 -
Certified by DGCA
Basic Aviation Security course (AVSEC) -
Bureau of Civil Aviation Security, Ministry of civil Aviation – Government of India
Airline Passenger Services -
Indian Aviation Academy
Bachelor of Commerce -
University of Mumbai
Diploma in International & Travel Management & CRS (Sabre) -
IITC
Higher Secondary Certificate (H.S.C) -
Guru College of Commerce and Arts
Secondary School Certificate (S.S.C) -
A.M.K. Premier High School
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