Coaching
AVINASH PANDEY
HEAD OF OPERATIONS
Vadodara
Summary
Intelligent Service Delivery Manager with 13 years of experience in BPO. Strong leader known for driving efficiency and cost savings through continuous process improvements. Polished individual with drive to proactively initiate positive change.
Overview
14
14
years of professional experience
2
2
Certifications
Work History
Head Operations
Nostop Travel LLC
07.2022 - Current
- KEY INDUSTRY: Online Travel Agency
- Managed vendor relationships, negotiating contracts for maximum value and efficiency.
- Built a high-performance culture by recruiting top talent and promoting professional development opportunities for staff members.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Increased customer satisfaction by actively addressing concerns and ensuring timely resolutions.
Travel Consultant
Yatra Online Pvt. Ltd
8 2011 - 7 2012
- Worked on Amadeus System for reservations, managed customer requests for existing bookings
- Identified and resolved customer queries/requests on defined time
- Collecting and collating program feedback and performing value-added analysis for enhancing program effectiveness
- Arranging On-Boarding & Induction
- Provided post-travel support to clients, including handling feedback, managing complaints, and ensuring customer satisfaction
- Built and maintained strong relationships with clients, travel suppliers, and industry partners.
Head Operations Manager
IGT Solutions Pvt. Ltd
08.2014 - 07.2022
- KEY RESULT AREAS - VENDOR MANAGEMENT
- Ensured vendors delivered all Key Performance Indicators (KPIs) and Key Result Areas (KRAs) as outlined in the project requirements
- Monitored vendor activities to ensure full compliance with Service Level Agreements (SLAs), maintaining high standards of service delivery
- Managed vendor contracts, ensuring all terms and conditions were met and negotiating amendments as necessary to adapt to changing project needs
- Compiled detailed reports on vendor performance, service delivery, and compliance for internal stakeholders and management review
- Monitored and controlled costs associated with vendor services, ensuring budget adherence without compromising quality.
Assistant Manager - Training
IGT Solutions Pvt. Ltd
08.2012 - 07.2014
- Leading Employee Training and Development Division by monitoring competency grids & identifying training needs for skill/competency up-gradation
- Designing and conducting customized training programs & contents and ensuring that the initiatives are aligned with the organizational goals and culture by utilizing contemporary pedagogy, learning tools and methodology
- Collecting and collating program feedback and performing value-added analysis
- Compiling comprehensive training reports that detailed learning objectives, alternative delivery success rates, attendance, testing, assessment scores & training expenditures; sharing the same with stakeholders.
Process Associate
IGT Solutions Pvt. Ltd
07.2010 - 04.2011
- Worked on queues of FastRes and Apollo (GDS System)
- Executed various functions such as schedule change, pre-removal and fraud queues
- Coordinated with customers for alternate options in case of schedule change; catered fare pricing & exchange activities
- Executed various functions such as schedule changes, pre-removal, and fraud queue management, ensuring timely updates and accuracy
- Coordinated with customers to provide alternative travel options in case of schedule changes, maintaining a high level of customer satisfaction
- Handled fare pricing and exchange activities, ensuring clients received the best possible rates and seamless transitions for itinerary changes.
Education
Bachelor of Commerce -
Calorx Teachers University
Skills
Operational Excellence
Business Analysis
Workforce Planning
Service Level Agreement Management
Client Relationship Management
Performance Improvement
Project Implementation
Project Planning
ITIL Framework
Risk Mitigation
Training and coaching
Websites
Accomplishments
- Achieved AHT target by introducing Aloha for telephony.
- Supervised team of 250+ staff members during covid
- Resolved product issue through consumer testing.
- Achieved EBIDTA targets through effectively helping with Revenue Management.
Software
Contact Center Management
Workforce Management
Key Performance Indicators
Business Reviews
Certification
Certified Six Sigma, NOSTOP TRAVEL LLC
Timeline
PROJECT MANAGEMENT, NOSTOP TRAVEL LLC
01-2024
Head Operations
Nostop Travel LLC
07.2022 - Current
Certified Six Sigma, NOSTOP TRAVEL LLC
02-2020
Head Operations Manager
IGT Solutions Pvt. Ltd
08.2014 - 07.2022
Assistant Manager - Training
IGT Solutions Pvt. Ltd
08.2012 - 07.2014
Process Associate
IGT Solutions Pvt. Ltd
07.2010 - 04.2011
Travel Consultant
Yatra Online Pvt. Ltd
8 2011 - 7 2012
Bachelor of Commerce -
Calorx Teachers University