Head – Business Growth | Product & Sales – Japan & Australia at TripFactory Pvt. Ltd. (2024-01 – 2026-05)
Led business growth, product development, sales and partner management for the Japan and Australia businesses across B2B and B2C channels.
- Led business growth for the Japan and Australia portfolios.
- Developed and launched flagship products including the Japan Golden Route, Alpine Route, Pure Veg Tours and Cherry Blossom Departures (GIT).
- Managed a monthly business portfolio of approximately ₹8 Crore.
- Conducted competitor benchmarking, pricing reviews and destination research.
- Worked with airlines, hotels, DMCs and suppliers to strengthen product competitiveness.
- Expanded the Australia portfolio by introducing new itineraries and strengthening destination positioning.
- Conducted destination webinars and product training for 1,000+ travel partners.
- Built and expanded B2B partner relationships across India.
- Managed FIT, Group and Corporate travel requirements for key customers and partners.
- Led hotel contracting with leading hospitality brands including Taj, ITC, Royal Orchid, Club Mahindra, Fortune, Sterling, Lemon Tree, Windflower and Tamarind.
- Built and developed 300+ employees across multiple hiring batches while directly leading teams of approximately 50 sales professionals.
- Introduced structured onboarding, Knowledge Hour sessions and capability-building programmes.
- Conducted daily sales reviews, pipeline reviews and coaching sessions.
- Worked closely with Product, Technology and Operations teams to improve customer experience and operational efficiency.
- Handled customer escalations and post-travel concerns, helping rebuild customer confidence and improve repeat business.
- Resolved customer concerns through proactive service recovery, helping improve customer satisfaction and retention.
Manager – Product Training, Capability Development & Client Success at Nexus DMC (B2B verticle of TripFactory Pvt Ltd) (2021-08 – 2023-03)
Led training and business support for travel partners, working closely with Product, Sales and Marketing teams.
- Designed and implemented structured onboarding programmes for travel partners.
- Conducted destination training, webinars and workshops for 5,000+ travel partners.
- Developed destination manuals, training materials and sales guides.
- Created learning programmes to improve destination knowledge and product understanding.
- Supported travel partners through onboarding, regular training and product guidance.
- Worked with the Product team to develop training content for new destinations and products.
- Reviewed partner learning progress and identified areas for additional coaching and support.
- Developed partner profiling plans to improve engagement and product awareness.
- Conducted knowledge sessions for internal sales teams.
- Represented the company at destination events, partner meetings and training programmes.
Process Onboarding Manager at TripFactory Pvt. Ltd. (2017-03 – 2020-03)
Led the onboarding and development of newly hired Destination Experts, preparing them to independently manage sales within the first 60 days.
- Designed and managed the complete onboarding programme for newly hired Destination Experts.
- Developed structured learning plans covering destination knowledge, products, systems, sales process and customer service.
- Created destination training videos for the company's official YouTube channel covering Hong Kong, Singapore, Malaysia, Kerala, Sri Lanka, Andaman, South India and Dubai.
- Conducted classroom training, mock calls and practical sessions to prepare new hires for customer interactions.
- Trained new hires on quote preparation, itinerary planning and the complete sales process.
- Conducted daily one-on-one reviews to monitor call quality, lead handling, follow-ups, negotiations and sales progress.
- Evaluated each trainee through regular assessments, feedback sessions and performance reviews.
- Worked closely with Team Leaders to ensure a smooth handover of trained Destination Experts after successful completion of the onboarding programme.
- Maintained individual progress reports and improvement plans for every trainee throughout the onboarding period.
- Successfully prepared 90%+ of each batch to achieve a 20–25% conversion rate before being handed over to the sales teams.
- Helped build confident and sales-ready Destination Experts who consistently met the required performance standards.
- Identified high-performing Destination Experts and mentored them to become Process Onboarding Managers, ensuring consistency in onboarding and training standards.
Destination Specialist – Sales at TripFactory Pvt. Ltd. (2014-12 – 2016-03)
Joined TripFactory during its early startup phase, contributing to sales, product development, content building, supplier onboarding and customer support while helping build the company's domestic holiday business.
- Managed B2C sales for customised domestic holiday packages.
- Designed personalised holiday itineraries based on customer requirements and budgets.
- Built strong customer relationships through consultative selling and personalised service.
- Provided chat and phone support to customers throughout their holiday planning journey.
- Created and updated website content for domestic holiday products and destinations.
- Worked with the Product team to build and improve the domestic holiday portfolio.
- Identified and onboarded hotels, suppliers and DMCs across India to strengthen the product offering.
- Conducted meetings with suppliers to build long-term partnerships and expand the supplier network.
- Worked closely with internal teams to improve products, pricing and customer experience.
- Recognised for exceptional customer engagement, with sales chats and call recordings used as training examples for new team members.
Customer Support Executive → Subject Matter Expert (Hotels) → Key Account Manager at Via.com (2009-09 – 2014-06)
Started my career in customer support and progressed across Flights, Hotels and Travel Insurance before being promoted to manage key corporate accounts.
- Supported travel agents with flight bookings, cancellations, refunds and ticketing enquiries.
- Worked with the Hotels team to manage hotel reservations, contract loading, rate updates and pricing.
- Supported the launch of the Travel Insurance business and managed travel insurance bookings and customer enquiries.
- Promoted to Subject Matter Expert (SME) for the Hotels business, providing operational support, product guidance and knowledge sharing across the team.
- Promoted to manage key corporate accounts including IBM, ABB, Puma, Axis Bank and Genpact.
- Managed end-to-end travel bookings for corporate FIT and group travel requirements.
- Built strong relationships with corporate clients by providing timely support and reliable service.
- Coordinated with airlines, hotels and suppliers to ensure smooth travel arrangements.
- Resolved booking issues and handled customer requests to maintain high service standards.
