Aaditya Saxena

Spearheading a team of 60 people, including Team Leaders & Assistant Managers across Sales, Customer Service, MIS & Quality Departments for managing Travel Sales Operations for UK region. Leading a team of Quality Auditors to monitor global sales & customer service teams for error reduction, continuous process improvements & CSAT. Coordinating with the Marketing Department for lead capture and building healthy sales pipeline. Driving projects on operational excellence; setting-up & maintaining productivity & quality metrics (KPIs); determining improvement areas in customer service through regular contact with customers. Translating business vision and strategy into operational tactics; devising Business Continuity Plan for uninterrupted operations; establishing ‘best practices’ for reduced costs and improved service. Directing service delivery functions along with work force management and sales conversion to maintain profitability of the unit. Formulating goals, managing incentives along with talent retention and coaching & development. Administering the Gurgaon site operations with the C-suite based in UK & India on weekly basis. Defining operational strategy & roadmap, including short, mid & long-term business goals, objectives & operating procedures. Participating in and managing various internal & external audits.

Delivered process training for Expedia New Hire Phone Agents on GDS – Amadeus and Sabre. Executed end-to-end training on Soft Skills with GDS Training, Capability Development Interventions for the management team on Talent Retention and Significance of EQ Management. Performed data analysis of pre and post training intervention data followed by report generation for the Management. Planned the weekly calls with B2B clients across UK & Europe for resolution on the findings in TNI (Training Need Identification). Offered subject matter assistance while ensuring adherence to the company policies, procedures and compliance regulations.

Led the back-end operations for world’s largest TMC (Amex GBT). Managed the service delivery functions across operational units with key focus on maximising customer satisfaction across functions like Queues, Ticketing and Global Re-shop. Engaged in process improvement and cost saving initiatives for driving the Lean operations. Administered the People Management activities involving hiring, managing attrition, training & development and designing goals for monthly incentives. Supervised Front-Line Agents & Team Leaders along with a vast team of 80+ members. Ensured compliance to the process KPIs and achievement of client satisfaction and net promotor scores. Cemented healthy relationships with the Regional stakeholders across Americas, EMEA and APAC regions; steered monthly & quarterly performance reviews with both internal stakeholders and clients.