Playing Squash & Exercise
Varun Guglani
Sr. Manager Call Center Operations / Travel Technology OTA
Noida
Summary
Accomplished management professional with 15 years of career progression in call center operations. 7+ years experience as People Manager.Proven effective leader skilled in People Management. Experience handling multiple geographies (US & Australia process). Revenue Management & Customer Service Delivery. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
19
19
years of professional experience
3
3
years of post-secondary education
4
4
Certifications
Work History
Sr. Manager
Fareportal India Pvt Ltd
Gurgaon
01.2021 - Current
- Handling team of 100 Members including 3 Asst. Managers, 6 Team Leaders & 6 Supervisors)
- Delivering yearly revenue of $10 Mn with 23 % Conversion and progressing YOY basis business planning and strategy.
- Managing Day to day activities like Revenue, Conversion, cross sells, C-sat, Quality & NPS.
- Daily Complaints & RCR reviews & service recovery to enhance customer experience. Filling the gaps through automations suggestions and Error reductions.
- Conducting weekly performance reviews with AM's & ensuring Performance progression and target delivery on each parameter Month on Month.
- Daily Meetings with the AM's to ensure daily task delivery & drive ownership and accountability.
- Handling Highest Revenue Generating team in entire organization.
- Handling Exchange & Customer service teams where we handle reissue/refunds, schedule change & customer service queries.
- Worked with different verticals like Automation, Training, Ticketing , Bart to improve the efficiency & enhance customer experience.
- Conducting performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Developing proposals and presentations for internal and external audiences.
- Maintaining frequent interaction with senior management to measure goal achievement and determine areas of improvement.
- Providing strong leadership to enhance team productivity and morale.
- Deploying new technology to increase process efficiency.
- Working on projects with technology to automate manual process steps for customer facing teams to reduce AHT, provide first call resolution & increase C-sat.
- Led Lean Six Sigma projects : IVR enhancement to reduce internal transfers, Conversion Improvement, C-sat & NPS improvement, Cross sell Improvement.
- Creating new process and policies to reduce errors & absorptions.
- Conducting One O One skip sessions to resolve ground challenges and reduce attrition at all levels by ensuring employee satisfaction.
Operations Manager
Fare portal India PVT LTD
Gurgaon
01.2018 - 12.2020
- Achieving budgeted target of $10Mn with growth of 15% year over year.
- Handling Exchange/Customer service team of 80 Members including 2 Asst
- Managing 6 Team Leaders & 6 Supervisors
- Plan, Organize, Direct, Control & Evaluate activities of Direct/Indirect reports
- Overseeing operations & fiscal health of business unit
- Interview, Hire & train new employees
- Articulate both short & long-term goals to ensure company's longevity
- Effectively communicate with bosses & convey necessary information to relevant department/People
- Motivate staff & create environment where employees thrive
- Enforce company policies to cultivate environment that makes employees hold one another accountable for their actions
- Following leadership principle such as Servant Leadership, Fast Execution, Ownership & accountability, Teamwork & collaboration, Passion for customers, People development, and Continuous improvement
- Train Employees to work effectively with new technologies or system i.e Introduced to business
- Evaluate data & employee performance to encourage satisfactory work.
Assistant Manager
Fare portal India PVT LTD
Gurgaon
01.2016 - 12.2017
- Handled team of 40 Members including 3 Team Leaders & 3 Supervisors
- Leveraged fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels
- Devised, deployed and monitored processes to boost long-term business success and increase profit levels by 15%
- Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication
- Taught employees how to collaborate on daily job tasks and achieve service targets
- Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer
- Educated operations team on best practices, company policies and service excellence standards
- Generated operational reports for management on monthly schedule
- Coordinated with General Manager /Vice President in different operational issues and promotional activities
- Evaluated current operational strategies and recommend improvements
- Developed productive, profitable and achievement-oriented working environments for employees
- Achieved assigned budget targets
- Prepared process flow & Process Map
- Identified process gap & giving suggestions to enhance process
- Worked upon projects to improve performance & addressed process enhancement
- Roster Planning
- Skip level meeting & People development training
- Initiated Team Bonding activities
- Worked on Shrinkage Control
- Fast Execution on real time people and process challenges.
Sales Team Leader
Fare portal India PVT LTD
Gurgaon
08.2013 - 12.2015
- Led team of 15 salespeople to exceed quarterly sales goals
- Provided exceptional customer service to foster client loyalty and satisfaction
- Forecasted sales to management and collaborated to build effective sales team
- Set ambitious sales goals and motivated strong performance to keep team growing effectively
- Led regular team meetings to keep sales personnel motivated with tips, techniques and relevant information
- Built strong team by recruiting and developing top sales talent
- Monitored sales team performance and provided constructive feedback
- Reported sales data to upper management as directed
- Shrinkage planning
- Performance Improvement plan for Bottom quartile
- Daily call audit to improve performance (Sales, quality & C-sat & NPS)
Subject Matter Expert
Fare portal India PVT LTD
Gurgaon
08.2012 - 07.2013
- Handling 10 irate customer calls/day, Escalation calls & Retain customers
- Saved loss on error bookings by coordinating with Supplier relations team
- Prepared Root cause analysis on complaints and sharing feedback with agents to reduce errors
- Suggested automation enhancement basis RCA
- Resolved DOT Complaints
- Improved customer experience
Customer Care Executive
Fare portal India PVT LTD
Gurgaon
05.2010 - 07.2012
- Achieved Monthly sales target of $20 K/Month while driving Exceptional customer service
- Sold airline tickets & Travel packages over phone and place customer orders in Airlines global distribution system (GDS)
- Recommended right trip for travelers based on their needs including any extra services that may enhance their experience
- Processed Exchange/Cancellation basis fare rule of respective airlines
- Provided product and service information to customers (Baggage allowance, Seat assignment, Check-in information, Unaccompanied minor services, Aircraft equipment information
- Worked with both speed and efficiency while consistently displaying compassion & care in every interaction
- Ensured use of correct booking processes and procedures to minimize risk and provide error free bookings
- Advised re-booking & cancellation fare rules to customers as per airlines policy
- Managed and resolved customer complaints, Handled booking issues calmly & with empathy
Travel Executive
Greaves Travel India PVT LTD
New Delhi
08.2009 - 04.2010
- Managed over 50 travel agent queries related to British airways bulk fares & ticketing
- Calculating discounted fares manually for complex itinerary & getting it issued
- Processing Changes/Cancellations of ticket basis fare rules of respective fare family
- Ticket issuance.
Travel Consultant
Yatra Online PVT LTD
Gurgaon
06.2007 - 03.2009
- Managed over 40 customer calls per day to reach monthly sales target of 32 Lakhs while driving Exceptional customer service KPI's
- Sold airline tickets & Travel packages over phone and placed customer orders in Airlines global distribution system (GDS)
- Recommended and sold right trip for traveler based on their needs including any extra services that may enhance their experience
- Provided product and service information to customers (Baggage allowance, Seat assignment, Check-in information, Unaccompanied minor services, Aircraft equipment information
- Worked with both speed and efficiency while consistently displaying compassion & care in every interaction
- Ensured use of correct booking processes and procedures to minimize risk and provide error free bookings
- Advised re-booking & cancellation fare rules to customers as per airlines policy
- Managed and resolve customer complaints, Handled booking issues calmly & with empathy.
Customer Care Executive
Finedge India PVT LTD
Gurgaon
08.2006 - 03.2007
- Taking 50 Inbound call per day & handling customer queries related to sim card services
- Answer calls professionally to provide information about products and services
- Take/ cancel orders, or obtain details of complaints
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
- Process orders, forms and applications
Education
Bachelor of Commerce -
Monad University
Hapur, UP 07.2011 - 05.2014
Skills
People Management
Customer service Management
Revenue Management
Contact Center Management
GDS - Amadeus & SabreNew product introductions strategies
Employee relations and conflict resolution
Superb time management skills
Project planning and development
Strategic planning
Work flow planning
Performance Evaluations
MS Office (Excel, Power Point, Word, Google doc, Spredsheet)
Team Building and Sales Expertise
Accomplishments
Fare Portal India Pvt Ltd
- Leader board Award Q3'19 – Awarded as Best Manager operations for best execution of leadership Principles of fare portal and achieving the goal targets
- Leader board Award for Q1'17 – For most dedicated, Efficient & hardworking Manager in Exchange. Major contribution in product enhancement for Exchange.
- Certificate of Appreciation – Was awarded as top team leader in sales for continuous 4 months Jan'14 to Apr'14
- Top Performing Team Leader Sales – Awarded for best team performance in the month of Dec'13
- Meritorious mentor of the Quarter – Was awarded for delivering $15k per agent & $100 rev per booking which was highest in Sales for Q3'13
- Top Performing Team Leader Sales – Top Team performance in Sales for revenue generation in the month of Sep'13
- Employee of the Quarter Best knowledge & going extra mile for helping the external as well as internal client in Oct'12
Yatra Online Pvt Ltd
- Certificate of Best performance was awarded in domestic Flight sales.
Finedge India Pvt Ltd
- Quality Certificate was awarded for the excellence in Quality for the month of Nov'06 & Dec'06.
Certification
Great Manager Certification (People management and Team Building) by NeuCodeTalent
Interests
Watching Movies, News, stock market
Exploring new cuisines and places, Reading books, spending time with family
Timeline
Great Manager Certification (People management and Team Building) by NeuCodeTalent
07-2022
Sr. Manager
Fareportal India Pvt Ltd
01.2021 - Current
Design Thinking 2.0 by NeuCode Talent
12-2019
Travel Industry Council of Ontario(TICO) Certified
11-2018
Lean Six Sigma Accelerated Green Belt Trained by TQMI
05-2018
Operations Manager
Fare portal India PVT LTD
01.2018 - 12.2020
Assistant Manager
Fare portal India PVT LTD
01.2016 - 12.2017
Sales Team Leader
Fare portal India PVT LTD
08.2013 - 12.2015
Subject Matter Expert
Fare portal India PVT LTD
08.2012 - 07.2013
Bachelor of Commerce -
Monad University
07.2011 - 05.2014
Customer Care Executive
Fare portal India PVT LTD
05.2010 - 07.2012
Travel Executive
Greaves Travel India PVT LTD
08.2009 - 04.2010
Travel Consultant
Yatra Online PVT LTD
06.2007 - 03.2009
Customer Care Executive
Finedge India PVT LTD
08.2006 - 03.2007