Umang Yadav

Performance Coach:

• New Hire Transition: Ensured seamless integration of new hires from training to production, fostering operational readiness, and alignment with company standards.
• Training Support: Collaborated with trainers to enhance program effectiveness, addressing emerging issues, and improving learning outcomes.
• Performance Management: Monitored and coached new hires, managing performance scorecards to drive skill development and goal achievement.
• Quality Audits: Conducted audits to ensure adherence to quality standards, and identified areas for improvement.
• Reporting: Developed enterprise-level performance reports to provide insights and support strategic decisions.
• Process Improvement: Contributed to key projects and initiatives, driving operational efficiencies through innovative solutions.
• People management: Supported new hires with requests, fostered an understanding of company processes, and promoted organizational culture.

Fraud Recovery Specialist:

• Investigated and led efforts to recover funds from fraud cases, collaborating with customers and merchants to maximize recoveries.
• Managed account balancing and reconciliations, ensuring accuracy and resolving discrepancies.
• Resolved escalated customer concerns with tailored solutions that balanced bank and customer interests.

Trainer:

• Delivered training for new hires on Expedia and Optus processes, ensuring operational readiness.
• Maintained client communication to align with process updates and requirements.
• Updated training materials, and contributed to projects improving training and efficiency.

Customer Service Executive:

• Managed inbound travel inquiries for Expedia, using Amadeus GDS to handle bookings, and resolve issues.
• Acted as a liaison between customers and merchants, ensuring successful travel request fulfillment.
• Transitioned to back-office operations, resolving complex escalations efficiently.