Team Leader Customer Experience

New Delhi • Contact :+918********* • ad6801@r.postjobfree.com • DOB-14/09/1994

Professional Summary

Thorough operational management with outmost communication, organizational and leadership skills for almost 10 years of experience in tourism industry with customer experience support. Motivational and seasoned with leading the team.

Skills

• Training delivery

• Customer requirement prioritization • Knowledge sharing

• Quality Assurance • Consitent to practice

Work History

IGT Solutions Pvt Ltd (United airways baggage handling) - Team leader Apr,2023 till present Joined as team leader for United Airways baggage handling being serving a complaint center as well as fee refunds and claims through all the available channels of customer support system keeping sight focused for a better response by challenging part as CSAT improvisation by maintaining the relationship following international standards of client management.

Birdres technologies (Bird group) - Senior Team leader Oct,2021-April 2023 Worked as senior team leader for BirdRes technologies Pvt. Ltd under DIAL (Delhi intl.airport limited) for passenger experience team in order to improve the passenger support experience where we serve the whole world with our expertise. Alongwith making the capital city Airport a better experincce by achieving the SLA targets and expectations set by GMR.

Getting reported by other team leaders and quality team differentiates my role by other team leaders. My present responsibilities includes :

Roster management

CRM reports

Call data analysis

Training & new joiners on-job certification

Process performance management and quality reports weekly internally and monthly with DIAL.

Discussions for audit reports with DIAL management, reviewing SOP and quarterly performance enhancement.

Lost & Found updation.

BTC(bomb threat call) refresher confirmation.

IVR changes and IT updation checks.

Incident reports & Root cause analysis.

Sessions on ZTP, discipline of communication and maintaining basic hygiene on customer experience.

Coordination with IT & Technology vendor related to server and CRM issues.

Client interaction regarding suggestions and feedbacks for changes implementation. Dream Trip 4 U – Operations Lead July,2017-Oct,2021 Handling the team to create leads to cover the whole globe being reknowned as aussie-kiwi specialist, moreovermajorly known and providing assistance for Australian tourism for inbound and outbound tours. Interglobe Technologies - United Airways ops Jan,2014-Jun,2017 Worked with United airways back office standards with LOB’s over rescheduling, reissuance, reaccomodating and maintaining quality traits.

Education

Bachelor of Arts

Manav Bharti University

2016

IATA certification – Consultant level 2016

Travel N Tourism – YMCA New Delhi 2013

Interests

Passionate bike rider

Swimming

Sagar Sansanwal

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