Kavita Khajuria

Dynamic and performance-focused professional with 15+ years of experience driving revenue growth, operational efficiency, and high-impact team development within global customer-centric environments. Proven success in leading cross-functional teams, reducing operational costs, and enhancing training strategies to strengthen service quality and productivity. Known for delivering measurable outcomes, including a $120K annual cost reduction, 15% sales increase, and accelerated on-boarding programs, while cultivating a culture of accountability, innovation, and continuous improvement.

Adept at translating business goals into executable strategies, optimising KPIs, and building scalable service delivery models across diverse markets. Promoted to leadership roles and recognised with company-wide awards for excellence in execution and people development.

Sales Team Manager - AllClear Travel Insurance - Romford, UK

(2025-01)

• Manage a team of 8 advisors across inbound sales, outbound follow ups, retention and renewals in a high-volume contact centre
• Drive performance through structured coaching, call listening, KPI tracking and accountability frameworks
• Conduct one to one coaching sessions, performance reviews and development planning
• Monitor conversion, revenue performance and customer experience metrics
• Support recruitment, onboarding and training of new advisors
• Handle escalated customer cases and complex scenarios
• Work cross functionally with leadership to maintain operational delivery
• Implement structured onboarding process improving early productivity

Inbound Sales, Team Manager - Holiday Inn Club Vacations Inc - Orlando, FL

(2023-01 - 2025-12)

Led high-performing sales team in a fast-paced, metrics-driven environment by implementing targeted coaching strategies, optimising operational processes, and driving a culture of performance accountability. Managed key administrative functions while advancing talent development and revenue growth initiatives.

• Increased team sales by 15% within 12 months through strategic coaching, performance analysis, and incentive alignment, leading a team of 20+ representatives
• Introduced a data-driven coaching framework by leveraging call evaluation insights and KPI analysis to identify performance trends, streamline feedback sessions, and drive continuous improvement
• Designed and launched a refresher training program for tenured agents, reinforcing best practices and boosting engagement across all experience levels
• Executed operational responsibilities, including payroll oversight, daily briefing facilitation, and personnel management, ensuring seamless team support and compliance with internal processes

Inbound Sales, Sales Agent - Holiday Inn Club Vacations Inc - Orlando, FL

(2021-01 - 2022-12)

Drove high-impact sales performance by delivering tailored vacation solutions to qualified guests through a consultative sales approach. Partnered with cross-functional teams to streamline sales cycle and elevate guest engagement, contributing to sustained revenue growth and recognition.

• Surpassed sales targets with $106K in year-over-year revenue, reflecting consistent high performance in a competitive sales environment
• Earned prestigious Diamond Ring for achieving Million Dollar Club status, demonstrating sales execution and top-tier results
• Honored with Silver Award for exceptional sales contributions and commitment to service excellence
• Boosted guest satisfaction and conversion rates via communication, needs-based selling, and continuous process refinement

Training Manager - Holiday Inn Club Vacations Inc - Orlando, FL

(2019-01 - 2020-12)

Administered strategic training initiatives to support workforce development and elevate service delivery across high-volume customer operations. Collaborated with leadership to align training programs with organisational goals, driving measurable improvements in performance, quality, and customer satisfaction.

• Increased employee performance scores by 15% within six months through innovative, interactive classroom strategies
• Designed and executed service training workshops, resulting in a 30% improvement in customer satisfaction ratings
• Championed culture of continuous learning by mentoring team members and reducing operational friction
• Played key role in developing scalable training frameworks for new agents and supervisors, optimising time-to-productivity across departments

Training Assistant Manager - Universal Studios - Orlando, FL

(2015-01 - 2017-12)

Oversaw enterprise-wide training strategy for Guest Contact Center operations, guiding team development and instructional design initiatives to support business objectives. Collaborated with Talent Development to launch leadership training programs and enhance employee readiness. Managed KPIs, performance dashboards, and process improvements across on boarding and training workflows.

• Generated $120K in annual cost savings by streamlining training operations, contributing to the department operating under budget for the first time in eight years
• Spearheaded training transformation, reducing on-boarding cycle from 10 to 6 weeks while maintaining quality standards above goal thresholds
• Lowered new hire compensation errors by 24% through performance coaching, process refinement, and quality assurance audits
• Developed and implemented a robust on-boarding framework that increased first-year retention by 20%
• Championed talent growth, with six team members promoted to leadership roles and one selected for Department Leadership Team (DLT)
• Recognised with an executive nomination for the Excellence in Leadership award for impact on training effectiveness and team advancement

Prior Roles: Guest Support Services/Senior Sales Counsellor | Sales Counsellor, Training Supervisor - Universal Studios - Orlando, FL

(2010-01 - 2015-12)

Co-President/Operations Manager - Vending Machine - Orlando, FL

Assistant Teacher - Montessori School of Celebration - Celebration, FL

Customer Service Representative - The Phone Card Company - Orlando, FL

Expense Payables - National Cash Register - London, England

Order Manager (Supply Chain) - Nortel Networks - London, England

Allocator - Richards Clothing LTD - London, England

Buying & Merchandising Assistant - Richards Clothing LTD - London, England

Higher National Diploma - Computer Science - University of Westminster