Nikhil Mohan

Experience

• 

  InterGlobe Technologies

  Feb 2006 - Dec 2006

  Senior Associate
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  Fareportal

  Feb 2010 - Apr 2017

  ******* Job Responsibilities *******1- Leading a 6-person management team in all aspects of operations with over a 40 executive associates spanning 2 U.S. and Indian sites.2- Devised and executed strategic plans and tactical-level objectives in alignment with overarching organizational goals.3- Planned and executed three major 'processes' to enhance Revenue and conversion.4- Considering the 'Revenue turn over' and the 'customer experience', all three projects are running successfully.5- Incorporated 'Automated solutions' to abate the manual efforts.6- Providing solutions which helped to improve Conversion, Revenue, Quality, Customer experience7- Oversee staffing, scheduling, and workforce optimization initiatives, processing, reporting, and facilities management.8- Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues. 9- People management.10- Organisational skills (Leadership and Motivational). Show less ******* Job Responsibilities *******1. Identify New Sales & Post booking conversion & daily revenue trends.2. Analyzing inbound call trends, particular times of the day/week or year including product penetration.3. Trend analysis, contribute to the thinking around the revenue strategy such as training of the product and service delivery.4. Provide decision support to the Manager and assist in analyzing end results and objectives.5. Analyze monthly, quarterly, half yearly and annual performance and prepare reports showing actual versus target (budget) performance.6. Maintaining CTQ’s as per Quality Guidelines for the unit7. Assist Operations Head in supervisory functions8. Performance Appraisals for the Team Leader, all agent levels & actively work to develop people.9. Providing automation solution for process enhancement.10. Manage, recruit and implement white label affiliates - InsanelyCheapflights.com Show less ******* Job Responsibilities *******1. Analyzing call matrix and Call routing process2 .Managing team of 14 process experts3. Maintaining & Culmination of exchange rejection. 4. Testing & analyzing product tools & sharing improvement plan5. Giving product support & training for new process implementation6. Liasoning between different LOB for better process implementation7. Roster and Scheduling unit headcount8. Experience in Real Time Management9. Responsible for meeting the Revenue targets & transactions. Planning accordingly for consistent result. 10. Monitor and evaluate metrics, identifying required actions necessary to achieve service level and quality targets11. Maximize first time call resolution, and minimize customer complaints, transfers, and escalation.12. Identifying Outliers & Conducting regular one on one session to ensure maximum employee satisfaction & productivity.13. Ensuring team bonding and team interaction as to avoid attrition happening on the grounds of dissatisfaction in the team. Show less

  • Operations Manager

    Feb 2017 - Apr 2017

  • Asst. Manager

    Feb 2014 - Feb 2017

  • Sr. Team Leader-Operations

    Apr 2011 - Feb 2014

  • Subject Matter Expert

    Feb 2010 - Apr 2011
• 

  Aegis Limited

  May 2017 - Oct 2017

  Operations Manager

   Leading as a Process Head with the team of 40-executive & 3 Team Leads associated with Australia & Newzeland travel campaign. Responsbily managing pilot process deals in pure air sales campaign- Mann Travel. Stratigtic execution to enhance Revenue and conversion. Implementing process scopes for smooth transition. Hring candidates, Setting process, Reviewing budgets & Managing cost.  Liaising with supervisors, team leaders, operatives and third parties to gather information.  People management. Managing quality assurance programme.  Team monitoring, Data analysis & setting up performance improvement plan. Week on Week performance analysis & presenting data for client review. Show less

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  Crystal Travel

  Oct 2017 - Apr 2019

  Sales Head - UK Division
• 

  EMEIA Travel Mart Pvt ltd

  Sept 2018 - now

  Co-Founder