Looking for a job

Nancy Gupta

@nancygupta4

Message

I optimize digital customer journeys, service delivery, and travel booking operations.

India

Message

What I'm looking for

I’m looking to transition back into the travel sector, contributing to seamless booking and service delivery while learning travel management platforms and evolving industry workflows.

I lead quality assurance, product operations, and digital acquisition journeys for PAN-India WiFi bookings at Bharti Airtel, partnering with engineering and product teams to resolve bugs and improve B2C experiences.

Previously, I managed global B2B accommodation bookings at Webbeds, coordinating with international hotel partners to resolve reservations, availability issues, and customer requests. I’m eager to return to the travel sector and grow with travel management platforms and evolving workflows.

Experience

Work history, roles, and key accomplishments

Current

Manager

Current

Bharti Airtel Ltd

Dec 2024 - Present (1 year 10 months)

Lead end-to-end quality assurance, product operations, and digital acquisition journeys for PAN India Wifi bookings. Collaborate with cross-functional teams to identify system bugs, implement new features, and optimize B2C user journeys.

Quality Assurance Product Operations Digital Acquisition B2C Cross Functional Collaboration Bug Tracking Process Optimization

Deputy Manager

Bharti Airtel Ltd

Sep 2022 - Dec 2024 (2 years 3 months)

Managed quality and functionality of digital onboarding journeys to minimize onboarding friction for new customers. Prioritized and resolved critical production and operational issues by coordinating with technical departments.

Quality Management Digital Onboarding Issue Resolution Stakeholder Coordination Process Optimization

Team Leader - Social Media

Startek Pvt Ltd Airtel CyberNet

Nov 2020 - Sep 2022 (1 year 10 months)

Led Airtel's social media customer experience team, managing high-priority escalations across digital platforms to protect brand reputation. Handled escalation management and first response to customer complaints on social media platforms.

Social Media Management Escalation Management Customer Experience Brand Reputation First Response

Operations Associate

Webbeds

Feb 2020 - Oct 2020 (8 months)

Served as a key operational touchpoint for a global B2B accommodation provider, managing end-to-end booking requests, reservation modifications, and cancellations. Coordinated with international hotel partners and accommodation providers across different time zones to secure bookings and negotiate special customer requests.

Travel Operations Booking Management Reservation Management B2B Client Support Partner Relations Booking Coordination CRM Microsoft Office