GMgaurav monga
@gauravmonga
Dynamic professional with extensive experience in customer service management.
IndiaWhat I'm looking for
I am a dynamic and results-driven professional with extensive experience in customer service and team management within the travel industry. My positive approach and strong teamwork skills enable me to thrive in challenging environments. I am adept at handling complex tasks while maintaining high standards of service quality.
Currently, I serve as the Call Centre In-Charge at Jays Travel, where I lead sales and customer service teams across India and the UK. My responsibilities include managing sales reports, overseeing airline ticket issuance, and ensuring adherence to industry standards. Previously, I was a Team Leader at Teleperformance, supervising a team of 30 members and managing complex airline disputes.
Throughout my career, I have been recognized for exceeding performance goals and supporting company culture. I am committed to continuous improvement and delivering exceptional service to clients.
Experience
Work history, roles, and key accomplishments
Call Centre In-Charge
Jays Travel
Jul 2023 - Present (1 year 11 months)
Leading sales and customer service teams across India and the UK, managing sales reports, team rostering, and overseeing airline ticket issuance and refunds with a focus on accuracy and service quality.
Team Leader
Teleperformance
Mar 2021 - Jun 2023 (2 years 3 months)
Supervised a team of 30 in Refund, Ticketing, and ADM departments, managing investigations and disputes with airlines while ensuring adherence to SLAs and updating SOPs based on client feedback.
Senior Traveler Consultant
Teleperformance
Jul 2019 - Feb 2021 (1 year 7 months)
Managed airline ticket issuance and refunds for corporate clients, led the Escalation desk to resolve client issues, and was recognized for exceeding performance goals.
Traveler Consultant
Bird Information
Jul 2018 - Jul 2019 (1 year)
Handled airline ticket issuance and refunds via email and phone, managing customer escalations and maintaining high service standards.
Customer Service Executive
Inter Globe Technologies
Jun 2017 - Jun 2018 (1 year)
Managed inbound customer service calls for domestic flights, ensuring timely resolution of customer concerns and handling travel agent queries regarding date changes and refunds.
Education
Degrees, certifications, and relevant coursework
DUDelhi University
Bachelor of Commerce, Commerce
Central Board of Secondary Education
12th Grade, Secondary Education
Central Board of Secondary Education
10th Grade, Secondary Education
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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