Shivangi Tripathi
Snohomish,WA
Summary
Decisive Senior Program Manager with expertise in operations, adept at leading end-to-end decisions to optimize cost-effectiveness and program outcomes. Possesses excellent analytical and problem-solving skills, coupled with an articulate communication style
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Program Manager
Amazon.com
Bellevue, Washington
11.2019 - Current
- Developed and implemented mechanisms to detect and prevent fraudulent exploits by delivery partners on a global scale, while working on executing fraud enforcement measures and defining thresholds to ensure high-quality deliveries to our customers
- Influenced and collaborated with regional stakeholders, Legal, IT, and Finance to support program enablement and growth, acting as a point of escalation for outstanding issues, questions, and concerns
- Created action plans across multiple teams to mitigate risks and enhance delivery experience
- Partnered with product and tech teams to develop upstream solutions aimed at preventing negative customer experiences
- Established reporting mechanisms to quantify delivery experience and autonomously drove policy and process improvements
- Identified opportunities for process improvements to optimize efficiency within program team
Operations Manager
WWStay
Bangalore, IN
05.2018 - 04.2019
- Developed strategic policies and procedures, onboarding and programs for business travel/ lodging for corporate giants with gross booking volumes up to $3M/month such as Amazon, Allianz, Boston Children Hospital, Siemens, IBM, etc
- Cultivated strong business relationships and communication with clients and vendors to increase revenue targets, overall customer service experience, and satisfaction, payment and retention rates
- Conducted and documented performance reviews each quarter, offering praise and recommendations for improvement
Deputy Operations Manager
Yatra.com
Bangalore, IN
05.2012 - 05.2018
- Managed and supervised hotel travel desks servicing corporate clients with gross booking volumes up to $50M/month (Bosch, HCL, Genpact, Flipkart, Ola, etc.) ensuring SLAs, clients travel policy and Yatra standards at all times while interacting with the client
- Analyzed and reported performance data, translating findings into practical improvement actions
- Conferred with customers each day to maintain a current understanding of needs preferences, customer experience and improve operations, target to current business conditions and forecast needs
Travel Consultant
Carlson Wagonlit
Gurgaon, IN
01.2011 - 04.2012
- Offered the best -in -class services and assistance to our corporate travelers of Hewlett Packard (HP) in air, hotel and car bookings
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations
Supervisor
Interglobe Technologies
Gurgaon, IN
05.2009 - 09.2010
- Organized travel accommodations of passengers
Travel Executive
Bird Group KFA
Gurgaon
06.2007 - 05.2008
- Processed reservation on Native Sabre tickets
Education
BS Degree - Botany, Zoology and Chemistry
Diploma - Airlines, SABRE and Galileo
Wings Institute
Skills
- Workflow Planning
- Procedure Standardization
- Business Operations
- Operational Excellence
- Systems Implementation
- Data Modeling
- Strategic Planning
- Analytics
- Six Sigma Methodology
- Vendor Management
- Sourcing
- Negotiation
- Performance Reporting
- Staff Training
- Professional Development
- Proficiency in MS Projects
- Asana
- Program Management
Certification
- Lean Six Sigma Green Belt - Varsigma
- Customer Analytics - Coursera: by Wharton University
- Operation Analytics - Coursera: by Wharton University
Success Stories
- Awarded as the Star of the quarter for leading and enhancing the delivery quality metrics by implementing new processes/projects and data modeling. Senior Manager, Amazon.
- Demonstrated by receiving the heroes of the month as exceeding the target by 90% for one of the largest corporate account with gross booking volumes up to $50M/month with nominal escalations. - Co-founder, Yatra.com, General Manager - Yatra.com
- Promoted thrice for displaying excellent leadership skills by managing limited resources and adhering to SLA & TAT despite a 60% increase in transactions volume. - Senior Manager, Yatra.com
- Effectively managed BCP strategy for relocating HCL employees during 2015 and 2017 Chennai floods (approx. 2000 employees). - HCL Admin Head, Yatra.com
Timeline
Senior Program Manager
Amazon.com
11.2019 - Current
Operations Manager
WWStay
05.2018 - 04.2019
Deputy Operations Manager
Yatra.com
05.2012 - 05.2018
Travel Consultant
Carlson Wagonlit
01.2011 - 04.2012
Supervisor
Interglobe Technologies
05.2009 - 09.2010
Travel Executive
Bird Group KFA
06.2007 - 05.2008
BS Degree - Botany, Zoology and Chemistry
Diploma - Airlines, SABRE and Galileo
Wings Institute
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