A competent professional with over 18 years of experience in Business Travel Management, Travel Process Operations, Customer Service, Supplier management, Global sourcing, Contracting, people management and Corporate Travel Management
Presently working as Regional Travel Manager/Global Sourcing Manager – Global Procurement with Adobe Systems.
Management of client relationships at a senior regional divisional level and participation in cross divisional forums to communicate global policy, savings opportunities and travel trends. Delivery of regional/Global/Local reporting to analyze traveler behavior in conjunction with specialist support
Proficient at managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence.
Adept in organizing and coordinating Travel Policy Awareness and training programs for improving the employee efficiency.
A thorough professional with a proactive attitude, capable of thinking in and out of the box, generating new design solutions and ideas.
Possess excellent interpersonal, communication and organizational skills with proven abilities in team management, project management, customer relationship management supplier management and planning.
Expert in International and Domestic ticketing, Passport and Visa assistance ,Customer
Care, Quality check, Hotel contracting , Negotiation with Airline, consulting & group workshops on products, Troubleshooting, Internal and External Problem management, Resource planning, Opportunity Management, Projects and Business Development, Handling Corporate VIP’s travel requirements, Systems & Processes, Negotiations with Suppliers / Vendors, Maintain Customer Data Base, Customer Complaints, Reservations & Ticketing ,Amadeus ,Abacus ,Sabre ,Galileo
AREAS OF EXPOSURE
Process Management: Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level. Mapping client’s requirements and coordinating in developing, implementing and transitioning processes in line with the guidelines specified by the client. Creating & implementing workflows to facilitate structured support in all areas and issues. Overseeing process improvement initiatives through system changes, process re alignment/ redefining & efficiency management. Sending reports to the top management and maintaining the agreed SLA & thereby focusing on maximizing customer experience while optimizing costs.
Quality Operations: Ensuring a high-quality customer experience, elevating customer satisfaction, while adhering to the quality standards and work processes and thus managing cost-effective operations. Setting quality standards for operational areas & ensuring adherence to quality standards. Developing Process Parameters, Quality Evaluation & Grading System and Testing Techniques for evaluation and managing documentation of the same. Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems.
Supplier Relationship Management: Managing the strategic relationship with all key travel supplier at regional/Local level. Arrange QBR/SBR to maintain cordial relations with suppliers and customers to sustain the profitability of the business. Handling customer/Supplier grievances and resolving issues.
Corporate Travel Management: Performing research and analysis of the airline sale and usage for the corporate, negotiating with Hotel as per the requirement of corporate. Analyzing the customer requirement, preparing reports and suggesting improvements. Scrutinizing solicitations to make right decisions in addressing opportunities. Evaluating lost contracts to identify the relative strengths and weakness of the service provider for the corporate.
Team Management/ Training & Development: Identifying training needs across levels through mapping of skills required for particular positions and analysis of the existing level of competencies & organizing Induction Training for new recruits. Conceptualizing & developing need-based training modules for developing multi skilled work force for cross utilization within sub processes for optimum efficiency. Orchestrating training programmes on soft skills development including personality development, basic greetings, etiquettes and adaptability. Incorporating bonded teamwork and managing healthy environment.
Project Management: have successfully completed GDS migration process for CWT INDIA, implemented travel and expense tool STEP for Schneider Electric India, Implementation and change of online booking tools at regional level. Deployment of various tools considering the local and Global requirements in the region.