Neeraj Sharma

Neeraj Sharma

Operation manager at Coforge | Over 20 yrs of experience in travel, sales and customer service | Valid B1/B2 US VISA for 10yrs | Screened more than 1000 profiles in different organizations for CCS,TL & AM for the Hiring

Delhi, India
742 followers 500+ connections

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Kotshera college,HPU

About

Operation Manager with over 20 years of experience in customer service and Sales. I have excellent knowledge of travel tools like Sabre and Amadeus. Presently working in Coforge India Pvt. All I want is perfection in my area of my work. I believe in a leadership of learning & share that learning with my team. A good leader makes more leaders like him/her & should always support each others in learning new things. I have done interview screening for more than 2500 candidates for different positions like customer care Rep, Team Leaders & assistant Managers for US & UK processes so can help in the recruitment process too.

Throughout my career, I have accumulated 20years of experience in operations management with a specific focus on the travel sector. My passion for delivering exceptional customer experiences, combined with my strategic thinking and leadership skills, have consistently led to improved operational efficiency and increased customer satisfaction. I am an inspiring leader who approaches projects with great enthusiasm and vision. Extremely discreet with the ability to produce exceptional results in a demanding environment by making the best use of the available resources .I have vast knowledge of different automation projects which has helped in reducing customer complaints, AHT reduction, revenue leakage & better C-Sat.

Activity

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Experience

  • Coforge Graphic

    Operations Manager

    Coforge

    - 1 year 3 months

    Gurugram, Haryana, India

    Was handling a team of 150 plus fte. process improvement, billing, revenue protections, recruitment, team handling, business review, client management, transition plans and team building.

  • Fareportal

    Fareportal

    9 years 9 months

    • Fareportal Graphic

      Asst Manager Operations

      Fareportal

      - 8 years 7 months

      Gurgoan,Haryana

      Process: Customer Sales & Service Center (Cheapoair & Onetravel)
      Role and Responsibilities:-
      • Goal setting for the Team Leaders.
      • Allocation of work amongst the leaders based on importance.
      • Work on BBB/Blogs/DOT or AG complaints and share the RCR with the team based in USA.
      • Taking one on one session with the agents on monthly basis.
      • Revenue trend analysis.
      • Monitoring & mentoring new agents.
      • To provide the training to the new agents regarding the…

      Process: Customer Sales & Service Center (Cheapoair & Onetravel)
      Role and Responsibilities:-
      • Goal setting for the Team Leaders.
      • Allocation of work amongst the leaders based on importance.
      • Work on BBB/Blogs/DOT or AG complaints and share the RCR with the team based in USA.
      • Taking one on one session with the agents on monthly basis.
      • Revenue trend analysis.
      • Monitoring & mentoring new agents.
      • To provide the training to the new agents regarding the process.
      • To provide the feedback to the agents time to time and help them in improving their stats.
      • To circulate the process related updates and make the agents aware of the company policies.
      • To ensure Quality work from the teams and generate revenue from them without any errors.
      • To show improvement in Call intake, Transfer rate, Sales conversation, Revenue, Login Data,C-sat and Quality.
      • Helping the HR in recruiting the agents for the process.
      • Arranging training sessions for agents related to the process and grooming for their IJP’s.
      • Take care of shrinkage and assign the leaves as per the requirement.
      • Holding training session for the agents related to process updates, Process knowledge, company policies and soft skills.
      • Establish and expand relationships with key individuals. Manage client relationships, client visits etc.
      • Doing deep dive analysis and reviews for the team with their team leaders and for the unit with the higher management.
      • Managing escalations related to people, policies and process.
      • Looking after capacity planning, staffing forecast and administration of the operations floor.
      • Motivating and inspiring the team to surpass their potential.
      • Looking at micro level data of each team member for the process improvement.

      Achievements (Asst Manager)
      Worked on different projects to enhance the overall performance of the unit like Log-in hours ,Occupancy, Aht, Quality, C-sat, Revenue, CPA, Cross sell Transaction etc and shown improvement in the trend.

    • Fareportal Graphic

      Team Leader Operations

      Fareportal

      - 1 year 2 months

      Gurgoan,Haryana

      Process: Customer Sales & Service Center (Cheapoair & Onetravel)
      Role and Responsibilities:-
      • Target setting for the Team members.
      • Taking one on one session with the agents on weekly basis related to their performance and metrics.
      • Revenue trend analysis.
      • Ensuring calls related matrices are met.
      • Elimination of DOT Non compliance, Quality Improvement and lower financial absorptions
      • Roster planning according to the process requirement.
      • Monitoring &…

      Process: Customer Sales & Service Center (Cheapoair & Onetravel)
      Role and Responsibilities:-
      • Target setting for the Team members.
      • Taking one on one session with the agents on weekly basis related to their performance and metrics.
      • Revenue trend analysis.
      • Ensuring calls related matrices are met.
      • Elimination of DOT Non compliance, Quality Improvement and lower financial absorptions
      • Roster planning according to the process requirement.
      • Monitoring & mentoring new agents and sharing feedback with them about their calls.
      • To provide the training to the new agents regarding the process.
      • Training & Coaching the agents related to process.
      • To circulate the emails to team members related to process updates and make the agents aware of the company policies.
      • To ensure Quality work from the team and generate revenue from them without any errors.
      • To show improvement in Call intake, Transfer rate, Sales conversation, Revenue, Login Data and Quality.
      • Handle supervisor calls to avoid any Complaints, Blogs or BBB complaints.
      • Agent grooming sessions, Team Briefing and Huddles
      • Analyze and maintain reports showing actual targets versus achievement
      • Knowledge transfer of travel itinerary across the team to assure a better revenue achievement.

  • LBF travel Graphic

    Sr travel consultant

    LBF travel

    - 7 months

    Gurgoan

    Role and Responsibilities:-
    • Handling customer queries regarding domestic and international travel from the US and other countries .
    • Good knowledge of airline routing, airports and also sharing the same with team members to help them to improve overall revenue.
    • Generating reports including AHT (Average Handle Time), Agent Yield to assess performance of team members.
    • Taking care of Team Leader’s responsibilities in his absence.
    • Monitoring & mentoring new agents…

    Role and Responsibilities:-
    • Handling customer queries regarding domestic and international travel from the US and other countries .
    • Good knowledge of airline routing, airports and also sharing the same with team members to help them to improve overall revenue.
    • Generating reports including AHT (Average Handle Time), Agent Yield to assess performance of team members.
    • Taking care of Team Leader’s responsibilities in his absence.
    • Monitoring & mentoring new agents.
    • To provide the training to the new agents regarding the process.
    • Worked on Sabre and Amadeus and have good knowledge about the same.
    • Use to take escalation calls to sort out the customer issues to avoid any Blog's or BBB complaints.
    • Booking of flight for the pax,changes in existing reservation and ticketing.Taking care of customer queries and provide the best customer service is our motive as a customer service rep.

  • Fareportal India Pvt Lmtd. Graphic

    Sr Travel consultant

    Fareportal India Pvt Lmtd.

    - 4 years 9 months

    Gurgoan

    Process: Customer Sales & Service Center (Cheapoair & Onetravel)
    Role and Responsibilities:-
    • Generating reports including AHT (Average Handle Time), Agent Yield to assess performance of team members.
    • Taking care of Team Leader’s responsibilities in his absence.
    • Monitoring & mentoring new agents.
    • To provide the training to the new agents regarding the process.
    • Handling customer queries regarding domestic and international travel from the US and other countries…

    Process: Customer Sales & Service Center (Cheapoair & Onetravel)
    Role and Responsibilities:-
    • Generating reports including AHT (Average Handle Time), Agent Yield to assess performance of team members.
    • Taking care of Team Leader’s responsibilities in his absence.
    • Monitoring & mentoring new agents.
    • To provide the training to the new agents regarding the process.
    • Handling customer queries regarding domestic and international travel from the US and other countries .
    • Good knowledge of airline routing, airports and also sharing the same with team members to help them to improve overall revenue.

  • IBM Pvt ltd

    Gurgoan

    - 2 years 4 months

    gurgoan,Haryana

    Process: Customer Sales & Service Center (Delta Airlines)
    Role and Responsibilities:
    • Handling customer queries regarding domestic travel within U.S.
    • Generating reports including AHT (Average Handle Time), Agent Yield to assess performance of team members.
    • Taking care of Team Leader’s responsibilities in his absence.
    • Monitoring & mentoring new agents.
    • To provide the training to the new agents regarding the process.

    Achievements…

    Process: Customer Sales & Service Center (Delta Airlines)
    Role and Responsibilities:
    • Handling customer queries regarding domestic travel within U.S.
    • Generating reports including AHT (Average Handle Time), Agent Yield to assess performance of team members.
    • Taking care of Team Leader’s responsibilities in his absence.
    • Monitoring & mentoring new agents.
    • To provide the training to the new agents regarding the process.

    Achievements (Professional)
    • Promoted as HIGH VALUE AGENT within six months of hitting Floor.
    • Selected as the best Customer care exec. For the month of May.2006.
    Professional Training Undertaken:
    Completed Voice & Accent and process Training certified by Delta airlines.
    Achievements (Professional)
    • Won the best Team Member award for 2005-2007 for exhibiting outstanding sales and PR skills
    • Promoted as Supervisor.
    Process: Customer Sales & Service Center (United Airlines from Oct06 till may07
    • Handling customer queries regarding domestic travel within U.S.
    • Making changes in the reservations and keeping all the things in mind like AHT, Client Requirements, Quality and Customer Service.
    • To work on Apollo software.

  • Process trainner

    Bizibi infotech Pvt Lmtd

    - 1 year 2 months

    Shimla,H.P

    Role and Responsibilities:-
    • Handling customer queries regarding the services of Sprint and T-Mobile.
    • Taking care of Team Leader’s responsibilities in his absence.
    • Monitoring & mentoring new agents.
    • To provide training to agents regarding the process.
    •Use to handle escalation calls for the process.

Education

  • Kotshera college,HPU

    Bachelor of Commerce (B.Com.) Accountancy

    -

    Activities and Societies: Arrangement for social welfare programmes like tree plantation,blood donation camps and charity for social welfare.

    Use to manage many seminars

  • Shimla

    Bachelor of Commerce (B.Com.) Accounting and Business/Management

    -

    Activities and Societies: Use to participate in Youth functions.....social work like...planting tree..making arrangement for functions and blood donation camps.

    Use to participate in many competition

Volunteer Experience

  • Shimla Hills Graphic

    For orphanges

    Shimla Hills

    - 1 year 1 month

    Use to teach children there and use to spend time with them

Honors & Awards

  • Winner of Bajaj Pulsar 150cc

    IBM Daksh India Pvt Lmtd

    There was an R&R run by the Company for the month of May across the floor in Delta Airlines process.Few things were a part of R&R like AHT,Customer C-sat,Quality,Log-in hours and Schedule adherence. I was the second best because I was on leaves for 1st 2 days so I got bajaj pulsar for the outstanding performance.

Languages

  • English

    -

  • Hindi

    -

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