Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Vasu Pandey

Gurugram

Summary

Dynamic and performance-driven travel operations professional with over 6 years of progressive experience in managing customer travel, team supervision, and high-priority client service. Proven ability to lead cross-functional teams, drive operational excellence, and deliver personalized, premium travel experiences. Strong background in vendor coordination, escalations management, and service-level adherence. Adept at data-driven decision making and workflow optimization in high-paced environments.

Overview

7
7
years of professional experience

Work History

Associate Manager

TBO.Com
Gurugram
07.2023 - Current
  • Led a team overseeing high-value travel operations, ensuring adherence to internal TATs and external SLAs.
  • Prepared and analyzed team performance reports to drive efficiency and data-driven process improvements.
  • Supervised daily task allocation, managed shift schedules, and handled operational escalations with quick turnaround.
  • Acted as the single point of contact for high-priority client requests, ensuring exceptional service and experience delivery.
  • Collaborated with hotel contractors under the "Platinum Collection (PPP)" to provide personalized and value-added benefits to elite customers.
  • Provided coaching, feedback, and training to team members, ensuring continuous professional development and performance enhancement.
  • Worked closely with suppliers and vendors to coordinate complex travel requirements and resolve urgent customer issues.

Senior Executive

TBO.Com
Gurugram
01.2019 - 07.2023
  • Handled critical B2B customer queries, complaints, and live issues via email, chat, and emergency calls.
  • Managed complex service escalations and live booking amendments, including cancellations and refunds.
  • Maintained proactive communication with clients on travel updates and disruptions, offering alternate solutions as required.
  • Coordinated with internal teams and suppliers to ensure seamless delivery of pre-check-in and post-check-out special requests.
  • Operated as a key player in emergency resolution, often serving as the first point of contact during travel disruptions.

Education

Master of Arts - Travel And Tourism Management

Banaras Hindu University
Gurugram
06-2019

Skills

  • Travel Operations Management
  • Team Leadership & Supervision
  • Escalation & Crisis Management
  • Premium Client Servicing
  • Vendor & Supplier Coordination
  • Shift & Roster Planning
  • Service Level Management (SLA/TAT)
  • Process Improvement
  • Performance Reporting & Metrics Monitoring

Accomplishments

  • Sustainable Change Champions Award – TBO ‘Honours’ Reconstruction Programme (Q4 2023–24)
    Recognized for driving impactful, sustainable operational improvements and change initiatives across teams.
  • Special Recognition Award – TBO ‘Honours’ Reconstruction Programme (Q3 2023–24)
    Awarded for outstanding performance and dedication to service excellence in high-priority operations.

Timeline

Associate Manager

TBO.Com
07.2023 - Current

Senior Executive

TBO.Com
01.2019 - 07.2023

Master of Arts - Travel And Tourism Management

Banaras Hindu University

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Vasu Pandey