Manager - Operations - Jersey Flights LLC.
(2024-07)
- Spearheaded a 30-member cross-functional support unit consisting of 18 full-time customer representatives, team leaders, and technical ticketing specialists.
- Implemented foundational operational policies, rigorous SLAs, and strict quality control measures to reduce transaction issues and maintain ecosystem integrity.
- Maximized traffic acquisition and targeted audience segmentation across major global search platforms by closely tracking macro travel behaviors and platform performance.
- Partnered with remote marketing teams to design localized campaigns targeting international holidays, seasonal fluctuations, and cultural events.
Manager - Operations - Flyer Cheaper Private Limited
(2023-03 - 2024-03)
- Managed end-to-end recruitment, workforce scheduling, and regional performance reviews for a multi-tier international inbound team.
- Established a dynamic performance tracking matrix that evaluated employee output relative to skill level, boosting early SLA deliveries.
- Monitored shifting global holiday calendars and target demographics to balance system capacity with changing query volume spikes.
Manager - Operations - Hydra Travels Private Limited
(2021-07 - 2022-03)
- Evaluated shifting world affairs and real-world travel restrictions to accurately forecast regional volume fluctuations, successfully redirecting resources toward safe, high-demand destinations.
- Supervised complex, cross-border customer escalations; enacted an 'extra-mile' service protocol that preserved user relations and drove down complaint rates.
- Instituted skip-level transparency sessions across two distinct inbound departments (29 total staff) to build an empathetic, collaborative team culture.
Manager - Operations - Bansal Travels
(2020-12 - 2021-06)
- Formulated a standardized client-vendor communication channel that smoothed processing delays and reduced administrative backlogs.
- Co-developed updated quality feedback sheets and collaborated alongside internal analytics units to turn weekly performance reports into actionable process improvements.
Assistant Manager - Sales & Service - Travlock PLC (UK)
(2017-09 - 2020-10)
Promoted from Team Manager within 18 months due to strong operational delivery and exceptional user trust.
- Directed a 15-member inbound customer support team resolving multi-product inquiries via Zendesk, chat platforms, and global distribution databases.
- Designed a targeted retention program that increased repeat user loyalty, leading to a substantial lift in verified positive reviews on global third-party feedback platforms.
Team Leader - Operations - Cheap Flights Fares
(2015-04 - 2017-07)
Promoted from Senior Consultant within 11 months due to high quality marks.
- Formulated training modules for onboarding cohorts and managed real-time floor escalations.
Senior Executive - Fareportal India Pvt. Ltd. (Cheapoair)
(2013-05 - 2015-04)
- Maintained a flawless 100% Quality Assurance metric with zero compliance errors while processing high-volume international requests.
Senior Expert - Global Vantage / Aegis Collections
(2005-04 - 2010-02)
- Navigated intricate regulatory guidelines during consumer contact processes, winning cross-department awards for quality compliance.
