Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Interests
Timeline
BusinessAnalyst
Varun Guglani

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

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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

Playing Squash & Exercise

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
Varun GuglaniSr. Manager Call Center Operations / Travel Technology OTA