GAUTAM BAHRI

Home address: Phone: ***-*****-***6024

C1/2812 Ground floor, Mobile: 991*******

Sushant Lok, Phase I, E–Mail: acuzjl@r.postjobfree.com

Gurgaon 122002, Date of Birth: 1st January, 1974

Haryana.

OBJECTIVE

To hold a challenging position, which will capitalize on the skills and knowledge I have acquired and provide me with an opportunity to reach a higher level of competence both as an individual and as an employee.

EXPERIENCE

Mar14- Oct 14 Onkar Infotech Travel BPO (Southall Travel)

Position held Assistant Manager Customer Care

To establish & manage high quality team which resolves Customer Grievance.

Maintaining quality standard & confidentiality within the organization.

Maintaining data protection among staff & the clients.

Updating staff on the current travel policies & advisories.

Informing the organization regarding areas of service improvement & support high quality strength.

Responsible toward fostering & development of the team by motivating the team & also ensuring career advancement & long lasting and fruitful relationship of the team with the company through timely feedback.

Focus on attrition by continuous involvement with staff.

Key focus on retaining old customers.

Following it up with ABTA(association of british travel agents) & ATOL(air travel organizer licencing) they both are UK Trade Association for Tour Operators & Travel Agents where in I need to liaise with them in case of any escalation & clients complains.

I lead a team of 35 Customer care agents including Team leader & Asst team leader, It’s a 24/7 Customer Care process where in clients call to either give suggestions or complaints or share their grievances pertaining to their travel.

Mar07-Dec 12 The LaLit New Delhi(formerly InterContinental The Grand)

Position held Corporate Travel Manager

Job involves offering customized travel solutions, handling travel related queries in a very dynamic and challenging business environment.

Maintain highest standard of service, ensure confidence, satisfaction and loyalty.

To build and cement relationships with embassy, corporates and travel trade, in line with the companies image

To support staff with their queries and to work with minimal resources in a highly pressurized environment.

To maintain data protection and confidentiality for both staff and customer.

Responsible for self development, to ensure own technical and product knowledge is kept up-to-date.

Responsible for negotiating deals effectively with external travel agencies.

Communicate effectively after identifying opportunities for improvements, efficiencies.

Responsible for working out cost effective options in order to protect company’s revenue.

The job requires a good understanding and knowledge of Travel and Tourism. It requires working in close

association with the various Embassies, liaising with travel agents so as to achieve organizational goals with effectiveness and efficiency.

Apr 05-Mar 07 VFS Global

(Visa Facilitation Services, a division of kuoni India)

Position held: Unit Manager (France Visa Application Centre)

To analyze relevant performance and setting team & their individual target so to attain excellent Customer service, this helped the team to channelize themselves with stipulated time & efficiency.

In charge of handling call centre in Mumbai, application centers in Chennai,Pondicherry and Kolkata.

Responsible for performance management, attendance and punctuality of the team in order to meet business needs and goals.

To deliver strong Customer SLA matrix to improve the Customer experience by leveraging people, process & infrastructure.

To ensure consistency, completeness & accuracy of billing particularly related to operations ancillary services such as ticketing, insurances & hotel booking.

To provide ongoing coaching and development to staff to maximize performance.

To be part of the recruitment process.

I lead and managed a team of 25 submission officers including operations managers and supervisors. My job also

Ensured working closely in collaboration with the support functions namely H R & Security. Primarily customer experience, work force management & training to ensure successful delivery on service delivery goals on key dimensions.

Jun ‘01- Apr 05 AIR FRANCE

Position held: Commercial Officer

Handled and Managed Passenger, Baggage, Information, check in formalities

Handled and co-coordinated during boarding to ensure timely departures.

Liaised and communicated with agents for special passenger requests.

Liaised with Customs and Immigration at the Delhi Airport for passenger query and documentation.

Ensure high quality passenger experience & customer service.

Inspection of all Areas of the Passenger terminal Building and its Operational Zones to monitor passenger flow.

Control of all works, routine or ad-hoc in any area of the Terminal Building vis-à-vis liaise with Customs & Immigration for timely flight departure for seamless passenger movement to the aircraft.

Trainings/ Programmes attended during this period:

Certificate in Documentation Awareness (Canadian, British High Commissions and United States Embassy).

Airport services and procedures (Air France) and Information security and management (Air France).

Fully trained with Check-in (Systems and Manual) / Baggage handling / Reservations & functions relating to E-ticket, Fares, Seating and Booking messages.

Worked on Central Reservation Systems like Sabre & Amadeus.

I worked with a team to ensure high level of customer service enveloping passenger handling, reservations, ticketing, operations, quality control, interlining and immigration liaison and control. The job was an extension of

the airline’s servicing network and required working under constant pressure in order to deliver timely results.

Feb.’96-May ’01: JET AIRWAYS

Position held: Customer service supervisor

Handled reservation, ticketing, check in.

Ramp Version: Supervised for aircraft loading

Handled and co-ordinated for Charter Flights

Consistently understand & exceed Customer requirement and formulate strategies whilst ensuring effective team work at all times.

I was responsible for a team of 5 to 7 Customer service assistants & imparted training to them on all Customer Service areas. Always motivated the staff to maintain high accuracy & productivity standards so as to build healthy relationship with the Customers.

EDUCATIONAL QUALIFICATIONS

1990-1992: Class XII (C.B.S.E)

1992-1997: Bachelor of Arts

1996-1997: Diploma in Sales and Marketing

National Institute of Sales

References

Available on request

Contact this candidate