TUHIN RAHA

As the Head of Operations, I oversee the overall functioning of the travel agency and lead a team across multiple departments to ensure efficient service delivery and client satisfaction.

• Manage operations across flight bookings, hotel reservations, visa services, and customer care
• Supervise daily workflow and maintain high service quality standards
• Coordinate with domestic and international suppliers to ensure timely service execution
• Handle escalated customer issues and ensure prompt resolutions
• Negotiate rates with vendors and maintain long-term strategic partnerships
• Train, guide, and evaluate staff performance; set targets and monitor team productivity
• Collaborate with senior leadership on strategic planning and business improvements
• Implement process enhancements to improve efficiency and customer satisfaction
• Play an active role in business growth initiatives and operational decision-making
• Oversaw daily operations to ensure smooth workflow and efficiency.
• Managed scheduling to optimize resource allocation and staff productivity.
• Coordinated communication between departments to facilitate collaboration.

As a Senior Executive, I was responsible for managing end-to-end travel arrangements for both individual and group clients, ensuring a smooth and personalized travel experience.

• Handled international and domestic flight bookings, hotel accommodations, and tour arrangements
• Designed customized travel itineraries based on client preferences, budget, and destination requirements
• Advised clients on destinations, activities, and travel plans while offering cost-effective solutions
• Managed visa application processes, prepared supporting documents, and coordinated with embassies or visa centers
• Arranged travel insurance and ensured timely completion of all travel-related formalities
• Maintained strong communication with airlines, hotels, and local tour operators for seamless coordination
• Addressed last-minute changes, cancellations, or special requests with professionalism and efficiency
• Provided after-sales support, resolved customer queries, and ensured high levels of client satisfaction
• Applied strong organizational and multitasking skills to manage multiple bookings simultaneously
• Utilized in-depth knowledge of travel systems and operations to deliver accurate and timely services
• Developed strategic plans to enhance guest experiences and operational efficiency.
• Collaborated with cross-functional teams to streamline service delivery processes.
• Analyzed market trends to inform business development and marketing strategies.

• Evaluates and analyzes documentation thoroughly to determine claim processing according to policy certificate provisions and state regulations with limited authority limits

• Analyzes any additional information/documentation received to determine how to proceed with a review of a claim under supervision and determines methods of obtaining information from alternative sources, -

• Manages the review of a claim and the outside sources used in the review

• Thoroughly documents all information and conversations; follow up as required

• Works with other departments to complete customer requests as needed, and minimize escalations

• Gains proficiency in various administration and automated workflow systems

• Monitor claims for fraud and proceeds accordingly

• Represents Transamerica with professional pride to external customers

• Consistently meets/exceeds set quality and productivity metrics

• Functions w/in a team-based environment, and actively participates in achieving term goals

Having a First Aid Certification

• Meets/exceeds performance metrics as determined by department

• Collaborated with cross-functional teams to develop and implement process improvements.
• Collaborated with team members on projects related to process optimization initiatives.

• Responsibility would include Work Permit processing and visa transaction

• Knowledge on WP processing for various countries mainly US, UK Europe and APAC geographies

• Keep updated with recent immigration laws and changes if any, experience in Documents verification for visa processing

• Maintaining Contacts with the consulate/ Embassy officials

• Coordination with Passport Offices

• Knowledge on Travel Management - Travel, ticketing, per Diem charges, and experience in coordinating for visa process and travel

• Maintain contact with consultants and immigration Lawyers

• POC for all international travel of Experis IT employees both internal and deployed after due approval from authorized personnel

• Initiate visa processing with Third Party vendor or employee directly

• Issue travel itinerary, hotel bookings, travel insurance and forex cards

• Timely sharing of travel invoices with billing team and accounts team for necessary payments to the travel vendor

• Briefing various Immigration regulations changes to documentation colleagues

• Create and maintain trackers for all the resources as per different processes in place

• Innovate newer ways of tracking methods

• Initiating and completing background verification process for all resources under various

• Borderless Talent Solution programs (special focus area is European countries) for all components within tight deadline.

• Reviewed client documentation for accuracy and completeness before submission.
• Interpreted government documents related to visa processing, naturalization, residency, asylum and other immigration-related matters.

• Handling client queries and complaints about the visa application process and providing end to end information about visa application process and documentation required

• Assisted clients through the US, UK, Ireland, Canada, Australia and Schengen Visa application process by taking Biometric data required to review application forms

• Coordinate with the staff to carry out operations efficiently and proactively

• Managing the floor, taking briefing sessions & also responsible for providing OJT (on- the-job-training) to all the new officers recruited in the center

• Responsible for circulating daily dashboards showcasing the entire operations of the center

• At the Bureau of Consular Affairs ensure operations are proficient for the assistance of visa applicants

• Provide complete information about the Britain Travel Shop products (oyster card, maps, travel adaptor, etc.) and insist applicants to purchase the products for achieving daily and monthly sales target

• Handling accounting report, daily report to the embassy, DIR reports and full operational reports

• Handling HMPO (Her majesty's passport office) submission and reports

• Processed visa applications efficiently and accurately for various countries.
• Reviewed documentation to ensure compliance with immigration regulations and policies.
• Processed visa applications, analyzing documents for validity.