Vinesh Kumar
Gurgaon,India
Summary
Highly motivated professional with proven success in the management, development and implementation of complex projects as well as skills in analysis, supervision, time management, negotiations, providing effective feedback and follow up, scheduling and facilitation.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Operations Manager, Customer Experience
Yatra
Gurgaon, India
05.2022 - Current
- Handling approx 70 SME accounts, 5 Implants and PAN India Rail team
- Managing a team of 30 agents along with 2 Team leaders in Gurgaon location
- Manage day to day center operations for Air, Hotel, Rail & Bus bookings
- New Training and ongoing training of team members
- Responsible for grooming and development of the team
- Responsible for revenue generation of assigned process and span and achieve the desired efficiency and productivity as per targets
- Responsible for achieving desired client KPI's throughout and align team to deliver the desired results
- Responsible for direct client communication in terms of any deliverable asked and demanded by the client
- Manage assigned shifts throughout the week ( proper escalation, lost management, strategic, seating, etc)
- Developed and implemented new procedures to improve efficiency of the organization.
- Monitored daily operations and ensured compliance with company policies and regulations.
- Conducted performance appraisals for subordinate staff members and provided feedback on their performance.
- Coordinated with other departments to ensure smooth functioning of activities.
Team Leader
CWT
11.2009 - 05.2022
- Worked as a Team Leading and managed Genpact & CITI Bank booking process for Air & Hotel.
- Taken care of SLA, e-mails & call audit, implementation of new sub unites, client escalation, team roster, sharing feedback, managing process updates etc
- Implemented and managed CITI Bank process as a Team Supervisor for Gurgaon location
- Handled Exxon Mobil booking process for Air & Hotel as an Implant head for 2 years
- Handled client call, VIPs, escalation, ADM, SLA, E-mail Quality Audits, Voice processing, Compliance, Quality control and CSAT
- Worked with GFC, EFC, CTT & EMEA Rejects
- Managed assigned task independently related to the process requirements and to support the team in striving for 100% accuracy
- Handled escalations and conducting weekly huddle
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Developed strategies for problem solving and conflict resolution among team members.
- Conducted regular performance reviews to assess individual team member progress.
- Provided coaching and feedback on employee performance, encouraging professional development.
Customer Care Executive
Amadeus India Pvt Ltd
11.2006 - 06.2009
- Processing PNRs for online booking reject issuance, Reissue and Exchange
- Arranging reservation according to client's requirement
- Analyzing and offering best fare to the clients
- To interact with clients & airline over the phone and through e-mails.
Education
MBA - Operations Management
IGNOU
06.2013
Bachelor of Arts - Arts
Desh Bandhu College
New Delhi04.2003
Skills
- Excellent communication, problem-solving, organizational and analytical skills,with the ability to evolve product strategy
- Excellent knowledge of Excel, power point presentation, PPT, SOPs, document control, VSM, process map & improvement, reporting, CTQ (Critical to Quality) /CTP ( Critical to process) etc
- Excellent knowledge of Air, car and hotel bookings process
- Excellent experience of Galileo, Sabre and Amadeus
- Flexible, self-motivated and good customer relationship skills for delivery of high quality services to support customer's business needs & achieving high customer satisfaction
Certification
- Successfully completed fare calculation & International ticketing from IITTM.
- Completed LEAN Six Sigma white,Yellow, Green belt & SSBB basic certification.
- SCRUM basic certification
Projects
- Completed one project of Rail billing in Yatra. Bring it to automation from manual
billing process and save the company cost. - Managed infinity go-live for rail bookings in the Yatra to monitor team productivity and increase SLA.
- Completed one project on Rail & Bus booking and increase Yatra business from 20% to 94% and total increase of business is 90L approx.
- Trondant implementation project for CITI bank in Gurgaon office
- Supported GST implementation project for Saber accounts in CWT
- Implementation of cross utilization between CTT & BTD teams to improve
quality and productivity - Managed implementation and operational set-up of Centralize ticketing team
Accomplishments
- Completed LEAN SIX SIGMA GREEN BELT certification
- Awarded for employee of the Month, Bravo and Kai-zen etc.
- Completed 13 Kai-zens for process improvement
- Received highest number of appreciations in CITI Bank
Personal Details
- Marital Status- Married
- Nationality - Indian
- Language Known - Hindi & English
Declaration
- I hereby certify that all the information provided here is correct to the best of my knowledge
Timeline
Operations Manager, Customer Experience
Yatra
05.2022 - Current
Team Leader
CWT
11.2009 - 05.2022
Customer Care Executive
Amadeus India Pvt Ltd
11.2006 - 06.2009
MBA - Operations Management
IGNOU
Bachelor of Arts - Arts
Desh Bandhu College