Assistant Manager Service Delivery

TANUJ BHARDWAJ

Flat No – *****, Tower Pine, Mahagun Mywoods society

Sector 16C, Greater Noida West, Noida, Uttar Pradesh - 201301 Mob: 981*******

Email ID: ********.*****@*****.***

tanuj

Operations Assistant Manager who excels at using proven methods and successfully cut costs, streamline operations and increase productivity. Confident and passionate, with extensive knowledge of process optimization and an unsurpassed work ethic. 15 + years of experience working with wide variety of corporate travel clients, leisure travel clients, Group Bookings, B2B clients and managed all aspects of travel.

Effective Assistant Manager and managing skills, implemented many process improvement activities by coordinating with team members, team coach, team leader and managing team.

Handling Refunds, Ticketing, and Queue Management with team of 62 travel analyst.

Excellent track record of delivering service level agreement with quality.

Serve as first line of support for all operational process questions and stake holders.

Responsible for day to day functioning & process Management.

Initiate process improvement by identifying service delivery gaps and offering solutions

Strengthen the team by providing effective support, performance management, timely coaching & feedback and helping them acquire new Talent, knowledge & skills.

People-Deployment / Training / Goal Setting.

Organize & Lead clients calls for process reviews discussions and attend all scheduled skill enhancement sessions.

Ensure service delivery to client on time, prepare process review decks, reports, and metrics accurately as per goals.

Visited Singapore and Hong Kong on business travel for new business and transferred their onshore work in GSC scope and implemented successfully.

GDS migration from Galileo to Amadeus successfully completed with 95% plus service delivery. Teleperformance India Pvt Ltd.

Gurugram, Haryana-India

Assistant Manager(Jan-2019 to till the date)

Works with the Clients to understand their needs and accordingly deploy best practices to drive the process smoothly.

Ensure Service delivery to client on time & revenue opportunities are met at all times.

Prepare reports & conduct review sessions with clients to review the performance of the process.

Interact with the Operations Head & other key positions to inform client needs.

Monitor team performance and recommend for rewards.

Responsible for day to day functioning & floor Management.

Responsible for process accuracy and efficiency.

Develop improvements plans to maintain and retain process on 5 Sigma. Carlson Wagonlit Travel Pvt Ltd.

Gurugram, Haryana-India

Assistant Manager (Jan-2018 to Dec - 2018)

Team Leader (Jan-2016 to Dec-2017)

Team Coach (Jan-2015 to Dec-2015)

Senior Travel Counsellor (Mar-2012 to Dec-2014)

Summary

Highlights

Experience

Airline Reservation, Exchanges, Refund & Ticket issuance.

Ensure Service delivery to client on time & revenue opportunities are met at all times.

Prepare reports & conduct review sessions with clients to review the performance of the process.

Interact with the Operations Head & other key positions to inform client needs.

Monitor team performance and recommend for rewards.

Responsible for day to day functioning & floor Management.

Responsible for process accuracy and efficiency.

Develop improvements plans to maintain and retain process on 5 Sigma. Riya Tour & Travels.

Gurugram, Haryana-India

Senior Process Associate (Oct-2010 to Mar-2012)

Handled B2B clients and Point of Sale

Reservation, Ticketing, Exchanges & Refunds. GDS( Sabre, Amadeus & Galileo) InterGlobe Technologies Pvt Ltd.

Gurugram, Haryana-India

Process Associate (2006 to Sep-2010)

Handled group bookings. GDS(Amadeus)

Manager of the month award received.

Team Leader of the year award received.

Travel counsellor of the year award received.

Year Examination Board/University

2005 B.com(Pass) Delhi University

2002 10+2 C.B.S.E

1999 High School C.B.S.E

Successfully completed IATA Basic course Level from I.I.T.T.M Chanakya Puri. New Delhi. Fathers Name : Late Shri. Bharat Bhushan Bhardwaj

Mother Name : Late Smt. Usha Rani Bhardwaj

Date of Birth : 23rd Feb 1984

Languages Known : English, Hindi & Punjabi

Passport No : Fxxxxxxxx

Marital Status : Married

Interests : Travelling

Performance Achievements

Educational Qualification

Certification

Personal Details

Contact this candidate