Chanchal Sandurea

Experience

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  IGT Solutions

  Nov 2000 - Mar 2003

  Senior Customer Service Representative

   Extensive knowledge of working online on South African Airways Reservation System (Axres).  Independently managing customer requests and queries.  Understanding and transcribing customer requirements for processing into the reservation system.  Communicating and Liaoning with internal departments and South African Airways to process customer requirements in a more efficient manner.  Mentored and trained peers on the South African Airways reservation system and the Airspace Control process of South African Airways  Undergone Training for South African Airways new Reservation System “AXSRES" at Hong Kong.  Undergone Training in Johannesburg regarding handling of SSR Requests/Tele Type Rejects on “AXSRES”. Also cleared the back log of queues during migration of system. Show less

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  Ebookers (MrJet)

  Apr 2003 - Nov 2004

  Sr Customer Relation Executive

   Act as a mediator between passenger and airlines regarding different problems related to schedule changes, cancelled PNRs, dupe bookings, special service requests and ticketing etc. on Amadeus and worldspan.  Acknowledge and action all client correspondence related to service issues and follow up on a daily basis of all pending complaints and keep client fully informed of any progress.

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  R Systems

  Nov 2004 - Sept 2006

  Sr Executive

  Coding the Public Fares in Worldspan, Securate Air Plus for Cox and Kings (U.K.). Coding is the process of retrieving fares and rules data filed by various airlines with Cox and Kings (U.K.), the interpretation and translation of the same into parameters based data. This data is then entered into the GDS (Worldspan) using various applications and masks to enable distribution of accurate fares and rules related information to various markets worldwide. Obtain the rules text from Cox and Kings i.e. filing of new fare basis or revision of text as advised by an airline.  Study the text and analyse the modifications or additions to be made.  Process the same in Worldspan system.  Maintain the record of data entered in Worldspan system  Check the work after 24 hours in Worldspan reservation system.  Preparing weekly MIS reports, roaster maintenance, trainings.  Liaison between Cox and kings (U.K), and R-Systems Show less

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  EXL

  Oct 2006 - Dec 2015

  Operations Manager

   Oversee and evaluate business policies and operating practices, which includes the continuous review and improvement of appropriate policies, internal controls, operating standards, and procedural systems Monitor performance of team members and provide constant guidance, constructive feedback and opportunities to explore new areas Effectively engage with client counterpart in discussions related to the project delivery and provide new perspectives / insights Prepare monthly SLA Scorecard of the Process and share the same with Customers Monthly Process call with the Sr Management including AVP and VP Prioritize work among the team members SLA Management Maintaining/ Reviewing productivity log of the team on daily basis Performance Appraisal and Reward & Recognition of the team on Monthly basis Preparing Metrics and MIS report for the Process on monthly basis Coaching, Feedback and Training of the Team members on regular basis Show less

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  HH Global

  Jul 2016 - May 2017

  Operations Manager

  An outcome oriented business professional with proven capabilities in Strategic & Operational planning, managing projects, improving the coherence of the team, building and detailing project information, to determine effective processes for operations. Assertive and committed, with extensive knowledge of process optimization and an inimitable work ethics. Setting up targets, SOP & SLA, setting and maintaining Quality targets involved in planning for the process  Oversee and evaluate business policies and operating practices, which includes the continuous review and improvement of appropriate policies, internal controls, operating standards, and procedural systems Managing Capacity Planning and forecast the FTE utilization (Staffing Forecast) Performance Appraisal and Reward & Recognition of the team on Monthly basis  Preparing Metrics and MIS report for the Process on monthly basis  Contract Management and reporting with the Vendors Vendor and Print Management involving E-Studio and E-Procurement  Monitor performance of team members and provide constant guidance, constructive feedback and opportunities to explore new areas , Coaching, Feedback and Training of the Team Members on regular basis  Effectively engage with client counterpart in discussions related to the project delivery and provide new perspectives / insights  Looking after 3 different Geographies – Germany, Spain and UK. Show less

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  American Express Global Business Travel

  Jun 2017 - now

  Global Product Support