Swati Malik
Stratford,CT
Summary
Experienced travel management professional prepared to excel in coordinating and optimizing travel operations. Skilled in vendor negotiations, budget management, and travel policy development. Strong focus on team collaboration and achieving results, ensuring adaptability to changing needs. Known for strategic planning, exceptional organizational skills, and effective communication.
Experienced with managing intricate travel logistics and ensuring efficient travel operations. Utilizes strategic planning to optimize travel budgets and enhance client experiences. Strong understanding of travel policies and team leadership, ensuring seamless and cost-effective travel solutions.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
12
12
years of professional experience
Work History
Senior Travel Manager
American Express (GBT) United Nations
03.2018 - Current
- Managed a team of professionals to achieve quarterly targets and drive business growth.
- Streamlined team workflows, enhancing service delivery efficiency through scripts and Templates.
- Boosted team performance metrics by fostering a proactive work environment Guided strategic initiatives to elevate customer satisfaction levels.
- Enhanced recruitment process, ensuring team alignment with operational goals.
- Developed strong relationships with clients, resulting in improved customer satisfaction and retention rates.
- Evaluated vendor partnerships regularly to assess performance metrics against established benchmarks, making adjustments where necessary to optimize supplier relations.
- Identified opportunities for improvement within the organization, leading to increased productivity and reduced costs.
- Oversaw financial management tasks, such as budgeting, forecasting, and reporting to ensure fiscal responsibility across the organization.
- Implemented training programs for staff members, enhancing their skills and boosting overall performance levels.
- Conducted thorough market research to identify emerging trends and potential areas of growth within the industry.
- Championed product development initiatives that resulted in the successful launch of innovative offerings within the market segment.
- Boosted employee morale by implementing recognition programs that acknowledged outstanding individual achievements and contributions to the team.
- Ensured regulatory compliance by staying up-to-date with industry standards, conducting internal audits, and implementing necessary adjustments as needed.
- Negotiated contracts and agreements with suppliers, securing favorable terms for the company.
- Established robust quality control procedures, ensuring products met stringent industry standards while maintaining competitive pricing structures.
- Optimized supply chain processes, reducing lead times and minimizing inventory costs without compromising quality or customer service levels.
- Spearheaded cross-functional projects to improve operational efficiency through collaboration between departments.
- Increased efficiency by streamlining processes and implementing new industry-specific software solutions.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Ensure your team is developing through regular review of interactions, coaching sessions and 1:1 meetings.
- Have an in-depth understanding of travel consultants daily responsibilities by conducting email, voice and chat interactions.
- Perform Quality Evaluations on travel consultant interactions, effectively interrogating travel bookings (in travel tools) and requests to ensure standards of service are consistently excellent.
- Monitor and highlight any errors, ensuring you are providing constructive feedback and coaching consultants on preventative actions.
- Regularly review consultant and team performance metrics to identify areas of opportunity in critical core competencies and provide feedback.
- Monitor contact queues and SLA performance to ensure appropriate adherence and achievement of goals - report on weekly and monthly performance of the operation and, specifically, your team.
- Communicate with clear expectations to ensure agents are self-driven and motivated to meet and exceed the expectations of their role.
- Partner with all cross-functional teams to address agent errors and learning needs and suggest ways to improve consultant performance.
- Manage any escalations and customer communication and own all customer issues through to completion.
- Participate in various projects to help develop, guide, and implement effective processes that will have a successful impact on service delivery and results.
- Work with Operations & Service Leadership to regularly review, update and share global metrics for success and supervise performance of those metrics.
- Ensure their team is globally aligned to organization expectations, quality, performance and behaviors through team meetings.
- Lead consultants through change as an active change agent, encouraging their feedback and ensuring they are clear on how changes impact their roles.
- Support in consultant recruitment and new starter inductions to ensure team consistency.
- Highlight and manage any employee performance concerns, escalating to People Success/Senior Leadership where necessary.
- Monitor and identify processes or procedures impacting team productivity.
- Cascade travel industry updates and changes to your team with confidence and knowledge including Crisis management.
- Successful completion of all training requirements.
- Manage Debit memos and making sure to dispute them with the preferred suppliers.
Day to day tools like Sabre, Outlook, Workday, Salesforce, Qualtrics, Egain, Neo, Access IT, Quest, Nice call recording, Concur, Air reshop, Air track expert, Expert auditor
Managed team of 20, enhancing customer service through strategic planning and detail orientation. - Preparing and delivering Quarterly reviews for the client.
- Managing in Internal and External audit receiving full points in 8 years within the company and no penalty payouts.
Specialized Advisor
Omega World Travel Inc.
07.2015 - 03.2018
- Managing Unicef corporate travel account including VIP ambassadors My role also included reporting tickets in ARC.
- Played an integral role in successful project completion by coordinating resources, managing deadlines, and monitoring progress.
- Enhanced team collaboration by conducting regular meetings, fostering open dialogue, and promoting a supportive work environment.
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
- Developed strong relationships with clients through regular communication and excellent customer service.
- Transformed client financial outcomes by integrating advanced analytical tools into investment decision-making process.
- Enhanced team productivity with introduction of streamlined processes for client assessments and follow-ups.
- Streamlined client reporting mechanisms, providing more transparent and accessible investment performance data.
- Conducted in-depth market research to identify emerging trends, enabling clients to capitalize on new investment opportunities.
- Strengthened client relationships through regular, insightful communication regarding market trends and portfolio adjustments.
Specialized Travel Advisor
Four Way Travels
07.2013 - 06.2015
- Conducted thorough research on destinations and accommodations to provide accurate information to travelers.
- Delivered exceptional customer service by promptly addressing inquiries via phone, email, or in-person meetings.
- Researched cruises, airfare options and siteseeing options to best meet client expectations.
- Developed tailored plans catering to niche markets such as adventure travel or luxury vacations which ultimately led to an expanded client base.
- Working with individual and corporate clients on Amadeus Organizing trips which included air, train, cruise, car packages.
- Enhanced customer satisfaction by providing personalized travel itineraries and recommendations.
- Provided support during times of crisis or disruption by swiftly rebooking affected travelers.
Supported corporate clients in organizing business trips, ensuring timely arrivals at meetings and events worldwide. - Established trust with clientele by maintaining confidential information securely throughout the planning process.
- Booked transportation using booking engines and Sabre GDS, made hotel reservations and collected payments to optimize trip planning.
- Enhanced client satisfaction by providing personalized travel recommendations and itineraries.
- Responded promptly to client calls and emails requesting new travel arrangements or changes to existing itineraries to provide optimal customer service.
- Educated clients on necessary travel documents, insurance options, and safety precautions for each destination.
- Maintained favorable working relationships with co-workers to foster and promote cooperative working environment.
- Stayed current on industry trends and news, allowing for quick adaptation to changes in the market.
- Contacted preferred suppliers for air, hotel and ground transportation to receive incentives, upgrades and other amenities for clients.
- Organized group travel arrangements efficiently, facilitating enjoyable experiences for large parties.
Education
Bachelor of Arts - History
Delhi University
New Delhi, India03-2005
Diploma in Travel And Tourism (IATA Certified) -
Delhi University
New Delhi, India03-2005
Skills
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Team motivation
- Team supervision
- People management
- Staff training
- Coaching and mentoring
- Documentation and reporting
- Performance improvement
- Complex Problem-solving
- Analytical thinking
- Quality improvement
- Overseeing daily activities
- Client support
- Coaching
- Team building
- Complaint resolution
- Giving constructive feedback
Timeline
Senior Travel Manager
American Express (GBT) United Nations
03.2018 - Current
Specialized Advisor
Omega World Travel Inc.
07.2015 - 03.2018
Specialized Travel Advisor
Four Way Travels
07.2013 - 06.2015
Bachelor of Arts - History
Delhi University
Diploma in Travel And Tourism (IATA Certified) -
Delhi University
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