Vaibhav Raj Bahadur
Gurgaon
Summary
A friendly, patient, and articulate individual and a Dedicated Team Leader with 15+ years experience in successfully managing a team of IC's and providing floor support. Expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality and quality.
Overview
15
15
years of professional experience
2
2
Certificate
Work History
Operation Manager - Product Support
American Express India Pvt Ltd
Gurgaon
09.2013 - 05.2021
- Conducted regular performance reviews to assess individual team member progress.
- Handling basic implementation, trouble shooting, Maintenance of online booking tool to AMEX clients
- Handling up-skilling of team, On floor support, validating cases which are escalated to next level
- Handling North America and EMEA Markets.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Set specific goals for projects to measure progress and evaluate end results.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Offered training and support to keep team members motivated and working toward objectives.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Facilitated communication between cross-functional teams within the organization.
Manager (Operations)
EXL Service.com
Gurgaon
06.2012 - 07.2013
- Taking care of a team of 25 FTE’s
- Meeting SLA (Service level agreement) – Tracking the performance of team and ensuring the are working towards meeting SLA targets which is 1hr and also tracking the flow of work getting equally distributed
- Keeping track of team performance – Tracking through WFM (Work flow manager) online tools which serve’s reservations and agents login, logout tracker
- Giving coaching and feedback's to agents – Monthly feedback’s known as One-on-One’s (Discussing their monthly goal ratings they have achieved)
- Preparation of their half-yearly and yearly goal setting and growth plan
- Taking care of EEAT activities
- Having regular conference calls with our client (American Express)
- Preparation and updating SOP’s.
Sr. Lead Analyst (Team Lead)
EXL service.com
Gurgaon
01.2009 - 06.2012
- Meeting SLA (Service level agreement) – Performing end to end transaction within 1hr of receiving the reservation on queue
- Keeping track of team performance – Tracking through WFM (Work flow manager) online tools which serve’s reservations and agents login, logout tracker
- Giving coaching and feedback's to agents – Monthly feedback’s known as One-on-One’s (performed on individual bases)
- Training new hire's and taking OJT's (On Job training on floor).
Senior Travel Counselor
American Express India Pvt Ltd
Gurgaon
06.2006 - 01.2009
- Handling PNR's, ticketing
- Handling special request for travelers
- Interacted directly with vendors such as hotels and airlines to coordinate special requests from customers.
Education
Bachelor's in Hotel Management (B.H.M) -
Welcomgroup Graduate School of Hotel Administration
01.2006
12th HSE Commerce Stream -
Delhi Public School (Mathura Road)
01.2002
10th SSE -
Delhi Public School (Mathura Road)
01.2000
Skills
- Team Supervision/People Management (2 TL’s and 35 TA’s)
- Complex Problem-Solving, Conflict Resolution, Performance Evaluations, Coaching and Mentoring, Evaluating Employee Work, Goal Setting
- Work Planning, Mentoring, Shift Scheduling, Performance Improvement, Service Level Agreements Adherence
- Expertise in GDS (global distribution System) viz Sabre, Apollo and Amadeus
- Quality Analyst Expert – Performing weekly audits to track and control quality level
- Performing Research on various customer service issues
- Expertise in MS office, Lotus Notes
- Expertise in booking tools like AXIOM, Concur, Get-there, AeTM
- Overseeing Daily Activities
Certification
- Concur Certified
- Amadeus E-Travel Management Certified
Accomplishments
Have been enriched with many team awards (Best team for a quarter) and individual awards like "Star performer" and "Highest CSAT score"
Languages
Hindi
First Language
English
Proficient (C2)
C2
Timeline
Operation Manager - Product Support
American Express India Pvt Ltd
09.2013 - 05.2021
Manager (Operations)
EXL Service.com
06.2012 - 07.2013
Sr. Lead Analyst (Team Lead)
EXL service.com
01.2009 - 06.2012
Senior Travel Counselor
American Express India Pvt Ltd
06.2006 - 01.2009
Bachelor's in Hotel Management (B.H.M) -
Welcomgroup Graduate School of Hotel Administration
12th HSE Commerce Stream -
Delhi Public School (Mathura Road)
10th SSE -
Delhi Public School (Mathura Road)
Personal Information
Date of Birth: 10/27/83
Hobbies and Interests
- Travelling and Exploring new places
- Playing Cricket and Swimming.
- Tug-O-War (College Champion).
Hobbies and Interests
- Travelling and Exploring new places
- Playing Cricket and Swimming.
- Tug-O-War (College Champion).
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