Sneha Sundaran
@snehasundaran
Seasoned Customer Service Leader with 16+ years of experience.
IndiaWhat I'm looking for
With over 16 years of experience in customer service leadership, I have honed my skills in team management, performance enhancement, and customer relationship management. My journey has been marked by a commitment to improving customer satisfaction scores and implementing effective performance management initiatives. I thrive in dynamic environments where I can drive operational excellence through targeted training and performance monitoring.
In my current role as Team Lead for Fulfillment and Customer Care at Career.io - BridgeTalent, I rapidly advanced within three months due to my exceptional performance. I lead a high-performing team, ensuring timely task completion and optimizing workforce management. My expertise in conflict resolution and process improvement has consistently resulted in enhanced customer experiences and operational efficiency.
Throughout my career, I have developed comprehensive training programs and fostered strong relationships with clients and team members alike. I am passionate about cultivating high-performing teams and am dedicated to continuous improvement in all aspects of customer service.
Experience
Work history, roles, and key accomplishments
Team Lead for Fulfillment and Customer Care
Career.io - BridgeTalent (India) Pvt Ltd
Jul 2022 - Present (2 years 10 months)
Promoted to Team Lead within 3 months, leading a high-performing Fulfillment and Customer Care team. Managed multi-channel customer support, implemented training programs, and handled escalated calls. Focused on performance metrics and quality assurance to enhance customer satisfaction.
Sales Support
Interglobe Air Transport – GSA Malaysia Airlines
May 2019 - Jun 2022 (3 years 1 month)
Developed training programs for new hires and analyzed sales reports to support decision-making. Collaborated on strategic pricing and managed travel agent relationships while ensuring compliance with company policies.
Sr Reservation and Ticketing Executive
STIC Travels – GSA Malaysia Airlines
Apr 2016 - Apr 2019 (3 years)
Managed reservation and ticketing operations, providing frontline customer service and conducting pre-flight procedures. Collaborated with sales teams and managed catering operations to ensure efficiency.
Customer Sales Agent
Cathay Pacific Airways
Sep 2015 - Apr 2016 (7 months)
Handled high-volume customer service calls, managed reservations, and resolved fare queries. Provided assistance for special requests and ensured compliance with airline policies.
Supervisor - Reservation and Ticketing for West India
Malaysia Airline System Berhad
May 2011 - Aug 2015 (4 years 3 months)
Supervised the reservation and ticketing department, ensuring operational efficiency and staff training. Coordinated with head office for fare filing and handled complaints effectively.
Reservation and Ticketing Agent
ETA Travel Agency GSA for MALAYSIA AIRLINES
Aug 2007 - May 2011 (3 years 9 months)
Managed high-volume reservations and ticketing, addressing queries from passengers and travel agents. Ensured compliance with fare rules and conducted pre-flight procedures.
Education
Degrees, certifications, and relevant coursework
IAFD
IATA Foundation Course, Travel and Tourism
2006 - 2006
Completed IATA Foundation Course, gaining knowledge in international air transport and travel industry standards.
ICLES, College of Arts, Science and Commerce
Bachelor of Commerce, Commerce
2002 - 2005
Grade: II Class
Completed Bachelor of Commerce with a focus on business principles and practices, developing a strong foundation in financial management and accounting.
ICLES, College of Arts and Science
Higher Secondary Certificate, Commerce
2000 - 2002
Grade: II Class
Completed Higher Secondary Certificate with a focus on Arts and Commerce, preparing for further studies in business and finance.
St. Mary’s Multipurpose High School
Secondary School Certificate, General Education
1995 - 2000
Grade: II Class
Completed Secondary School Certificate, gaining foundational knowledge in various subjects and developing essential skills for further education.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
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