Puneet Vahi

Experience

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  Serco

  Feb 2007 - Oct 2010

  Assistant Manager

  Responsible for the Sales of Paid and Premium Services on Client’ website includes Timesjobs.comManaging the Operations and Sales All-India – Ensuring collection and deposit across all locations and managing with the local Times officesManaging Outbound Sales Processes Team of 45 AgentsSuccessfully established new teams to capture the business in new cities and through various Alternative Channels like Internet, SMS, Print AdvertisingContinuously evolving new opportunities, conducting time and again marketing activities like Job Fairs, Help desks, etc.Direct interaction with Times Operations Team for the complete delivery of services Show less

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  IGT Solutions

  Oct 2010 - Oct 2012

  Team Lead

  Responsible for the Contact Centre Management Operations for Chennai Centre involves managing a 45 members team responsible for Customer Support over Tele and Emails managing Queries related to New Reservations, Reservations reschedule & cancellations, Corporate Desk, GetPacking (Package Website), Travel Agency DeskDriving continuous improvements in operational quality and performance; and ensuring team meets key performance indicators like Average Handle time (AHT), Abandon % Targets, Staff Utilization & Sales TargetsSetting up & monitoring monthly objectives and targets for the team, designing or streamlining process, and continuously review to ensure smooth functioning of Sales & Service Operations Show less

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  Yatra Online Ltd.

  Oct 2012 - Sept 2017

  Responsible for the Contact Center Management Operations for Domestic/International Flights & working on website drop-off customers, connect with them and convert them to reduce loss in revenueResponsible for achieving Conversion Sales Targets on Reservation CallsManagement of the operations related to Performance and Quality Targets and effectively handling service delivery, quality assurance, training, and `Turn Around Time’ related functions Responsible for the Contact Center Management Operations for Domestic/International Flights & working on website drop-off customers, connect with them and convert them to reduce loss in revenueResponsible for achieving Conversion Sales Targets on Reservation CallsManagement of the operations related to Performance and Quality Targets and effectively handling service delivery, quality assurance, training, and `Turn Around Time’ related functions

  • Manager Operations

    Apr 2016 - Sept 2017

  • Deputy Manager

    Apr 2014 - Mar 2016

  • Assistant Manager Operations

    Oct 2012 - Mar 2014
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  Goomo

  Sept 2017 - Sept 2018

  Manager Operations

  Responsible for setting up an agile tele-sales team for Flights & Holidays businessResponsible for effective planning and workload scheduling at the call centerAnalyzing call type trends to identify key areas of opportunities across multiple lines of businessResponsible for all activities associated with In-House and Vendor Partner Call Center Operations, Training & QualityResponsible for monitoring the work force team for effective delivery of roster management, shrinkage planning, meeting all defined SLA’sResponsible for sharing the contact center data with the management team, SLA driven data points such as Sales analysis, Inflow / answered, case managements analysisManaging all level escalation (consumer forums, Social media etc) Coordinating with different departments and designing process guidelines Show less

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  NLB Services

  Oct 2018 - now

  Associate Director

  Next Level Business Services is a full service information technology and outsourcing company with around 600 consultants serving clients in 17 countries. By combining integrity, innovative recruiting practices, and a whatever-it-takes attitude, have achieved an extremely high rate of referral and repeat business and an 1800+% growth since company’s inception in 2007. As a preferred partner for several Fortune 500 consulting companies, we bring absolute accountability and consistent delivery capabilities to the table, to help our clients become high-performance businesses and governments.Specialties:Permanent Staffing, Contract Stafffing, Contract-to-hire Staffing, Executive Consulting, Strategy Consulting, ERP Consulting, Business Intelligence/Data Warehousing Consulting, IT Operations Consulting, Technology Implementation Partners, Outsourcing Management Show less