* ***** *****

Flat No ***, Sky Land Apartments, Sector - 56, Gurgaon, Haryana

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Contact No.: 098******** E Mail:

ab9rvk@r.postjobfree.com

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Looking for assignments in Operations Management / Process Management with

a growth oriented organization of repute

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< A result oriented professional with proven success of nearly 5 years in

Operations Management, Process Management, Transition Management, Team

Management as well as Training and Development in the Service Industry.

< Proficient at managing & leading teams for running successful process

operations & experience of developing procedures, service standards for

business excellence.

< Up to date knowledge of latest trends in training and development.

< Deft at organizing and co-ordinating training programs for improving

employee efficiency.

< A thorough professional with a proactive attitude, capable of thinking in

and out of the box, generating new design solutions and ideas.

< Possess excellent interpersonal, communication and organizational skills.

AREAS OF STRENGTH INCLUDE

Operations Management: Implementing short/long-term plans for achieving

process objectives. Coordinating with process managers to provide them with

the feedback related to the trainings and the recruits that would be

joining their process. Interacting with clients through e-mails and daily

conference calls to review and resolve operational issues as well as

implementing new process & procedure changes

Projects/Transition Management: Managing process migrations from U.K.

Supervising smooth migration of apartment's rate loading process from

London to India Office. Developing project planning, training schedule,

training implementation Teams, coaching them in delivering the training,

monitored the training progress, and updated the stakeholders on a weekly

basis. Assisting the teams in sorting out interdepartmental issues in

creating a smooth flow of process migrations. Reengineering the process

after migrations to eliminate any bottlenecks and save the cost of extra

efforts. Following through the migrations till the finishing point and

handed over the same to operations by proving the inputs during Post

Implementation Review.

Training Operations

> Program Development: Determining training needs, identifying training

gaps, & conducting programs to enhance their operational efficiency

leading to increased productivity. Evaluating the effectiveness of

training programs by constantly developing & implementing pre and post

assessment tools. Preparing the training programmes calendar,

designing programme content. Conceptualizing & developing need based

training modules for developing multi skilled work force for cross

utilization within sub processes for optimum efficiency. Managing the

transitioning of new hires onto the floor. Interacting with HR on

outage & attrition level in TQ. Conducting employee survey within

team to get feedback of the team & escalate the issues

> Training Appraisal: Monitoring personal development plans for

employees post training and appraisals. Coordinating with human

resource department for training appraisals.

Quality Operations: Ensuring a high-quality customer experience, elevating

customer satisfaction, while adhering to the quality standards and work

processes and thus managing cost-effective operations. Setting quality

standards for operational areas & ensuring adherence to quality standards.

Developing Process Parameters, Quality Evaluation & Grading System and

Testing Techniques for evaluation and managing documentation of the same.

Conducting internal process audits & process reviews for ensuring strict

adherence to the process parameters/systems.

ORGANISATIONAL SCAN

Since Feb'13 till Date: Vice President Residential and Commercial services

with AVEC REALTY

Company Profile: [pic]

AVEC Realty prides itself as one of the client centric real estate service

organization with expanding interests in commercial, retail and residential

real estate. We are a process driven and dynamic organization with a

vision to achieve highest level of client satisfaction. We are one of the

most professionally run Real Estate Investment Management Companies in

India.

Our organization is dedicated to create value for its clients through

customized solutions and highest levels of servicing standards. We adopt a

consulting approach to our clients and our advice is based upon what they

are expecting from making an investment. We provide best possible service

to our clients while enhancing the value of their real estate.

We provide our esteemed clients a complete array of services ranging from

. Research & Advisory

. Transaction services dealing in residential, commercial & retail

properties

. Investments & Property Management

Nov'10-Feb'13: Business Development Manager North India With Globus &

Cosmos.

Company Profile: [pic]

For over 80 years, the Globus family of brands has provided a variety

of vacations addressing the needs of today's diverse traveler with

unparalleled experiences, full of discovery and insight. Globus offers

hundreds of unique itineraries all over the world. Whether it's

escorted touring with Globus or Cosmos, independent traveling with

Monograms or river cruising with Avalon Waterways, our brands offer

value, unique experience and world-class customer service that is

unmatched in the travel industry.

Company Highlights:

. Leading escorted travel company worldwide

. Provides more than 10,000 travel departures annually

. Offers more than 400 vacations covering over 70 countries

. Caters to more than 20,000 travelers a day (during peak season)

. Offers vacation destinations on six continents: Europe, Africa,

Asia, North America, South America & Australia

Specialties

travel, river cruising, escorted tours, independent travel packages,

religious vacations, group travel packages

Headquarters

5301 S. Federal Circle Littleton, CO80123 United States

Website

http://www.globusfamily.com

Industry

Leisure, Travel & Tourism

Type

Privately Held

Company Size

201-500 employees

Founded

1928

Role:

. B2B Sales in all North India markets and working closely with GSAs and

non-GSAs to train and promote them for sales

. Exploring marketing opportunities with the North India GSAs and other

travel companies

. Exploring new channels of distribution with GSAs in North India

. Sourcing new GSAs in virgin markets, communicating with prospective

partners and assisting new GSAs settle down.

. Developing marketing plans and strategies for each market to increase

business and implementing the same.

. Managing day to day administrative, back-end marketing support and

accounting activities for North India market and communicating to the

Head Office on all these aspects on a regular basis.

. Developing training presentations for onsite support for the GSAs and

conducting training sessions.

. Representing the company in tradeshows and joint marketing activities

with various partners in North India

. Working on complete execution of events for North India GSAs including

launches, celebrations, conferences, presentations, annual trainings &

press conferences

Mar'09 - Nov'10: Assistant Manager Retail Sales with Kuoni Holidays[pic]

Company Profile: A part of the 100-year old, Switzerland based travel

group, Kuoni and winner of the esteemed "World's Leading Tour Operator"

award for nine years, Kuoni Holidays was launched on Jan 24th 2006. It's

the first & only holiday brand in the country that exclusively caters to

the unique needs of the premium traveler.

Role

. Relationship management with Channel Partners

. Itinerary Designing

. Retails Sales

. On Line Reservations

. Visa Documentation

. Procuring Business from Travel Agents

. Exploring New Markets & Appointing Preferred Partners

. Devising Strategies/Products specific to Regional Markets

. Joint Sales Calls with Trade Partners to Close the Sale

. Regular Product Training

. Working Closely with Trade Partners for Promotional Activities

. Heading South Delhi division

Apr' 08 - Mar' 09: Process Team Leader With Southall Travel (Onkar

Infotech) Gurgaon

Process: Tour Operations

Company Profile: Onkar Infotech, founded in 2000 has developed to become a

leading technology-focused and ecommerce-enabled travel call centre and an

IT enabled company catering to the UK, the USA, Japan and the Indian

market. Our core competence lies in handling air travel which includes air

ticketing, hotel reservations, car rentals, holiday packages etc. Apart

from this, we have also endeavored into and proved highly successful in the

IT enabled services arena handling B2B & B2C projects which primarily

includes customer care besides an array of other services. We offer our

services to corporate segment and have clients that have entrusted us with

the responsibility of fulfilling their travel & IT needs. Our customer

centric approach gives us an edge over others to offer competitive

solutions, 24x7 customer support and at the same time our customers stand

to benefit.

(Tour Operations)

Role:

. Assisting the sales team to materialize their tour packages.

. Liaising with the reservation department of the hotels all over the

world to confirm the bookings.

. Assisting negotiators for signing contracts with the hotels and get

Allocations.

. Keep a quality check on the dockets sold by the sales team.

. Solving queries received by Customer Care department and sales

Department.

. Resolving Accounts & Tariff Queries for timely payments to the

suppliers

. Interacting with the suppliers and prepare tailor made Itineraries and

promote tourist destination all over the world.

. Achieving the targets as set by the management.

. Securing Live contracts for sales team to book the rooms

. Keep a constant check on Vouchers department and ensure the vouchers

and itineraries are issued and sent to Guest well in time.

. Booking Excursions

Nov' 03- Apr'08 : Process Team Leader with GTA, Gurgaon ( India)

The Growth Path:

Joined as Team Associate Nov' 03

Promoted as Team Leader Nov' 06

Process - Hotel Section (Hotel Maintenance and Hotel Contracting)

Company Profile: The organisation is a global dynamic organization

promoting enterprising and innovative products and services for its

worldwide clients. It has grown into the largest independent supplier of

global wholesale tourism products to the travel industry.

7 (Hotel Data & Maintenance)

Role:

. Forefronting all techno - commercial operations for worldwide contracts

for GTA clients.

. Efficiently managing the contract hard copies and liaising with Hotel

negotiators for any deviance of the contractual rates & updating in both

system as well as hard copies.

. Reviewing the critical SLA's of the hotel contracts & authorizing the

contracts in the system before giving a go ahead for business deals.

. Working as a Team Leader for better communication & streamlining of the

department.

. Deftly handling a team of 18 members for managing all process and techno

commercial operations for Hotel contract & maintenance.

. Assisting Managers to formulate and implement the decisions taken by the

management.

. Handling different Query folders.

. Allocating jobs between the members to achieve the assigned targets,

. Regularly following up to ensure timely completion of the assigned task

as per prescribed & agreed guidelines of the department.

. Proficiently resolving queries sent by Negotiators, Area Managers etc.,

related to Hotel Contracts, Validation Department, and FIT Customer

Service Department.

. Ensuring completion of Contract Amendments, Closeout forms sent by the

negotiators within Turn Around Time.

. Crosschecking all the above delegated to other members to ensure the

Quality percentage is not less than the set parameters.

. Resolving Tariff & Accounts Queries for timely payment to suppliers.

. Liaison with the contracts of 80,000 hotels all over the world (European

+ Asian).

. Securing 'Live' contracts for the Reservation department to book the

rooms.

. Assessing requirements & organizing need based training for members.

Attainments:

. Dexterously implemented new Standard Operational Procedures & reporting

lines for the Hotel & Apartment rate loading department.

. Assisted auditors for providing the information related to Sarben SOX.

. Manually updated AS400 based on the information from negotiators.

ACADEMIA

2004 Bachelor of Commerce from Delhi University

PERSONAL DOSSIER

Date of Birth : 28th September 1982

Language Proficiency : Hindi & English

Contact this candidate