Roopindera Kumar Yadav

Experience

• 

  MakeMyTrip.com

  Aug 2006 - Nov 2008

  Executive

  Domestic and International Ticketing & Refund

• 

  Carlson Wagonlit Travel

  Dec 2008 - Apr 2015

  Assistant Manager

  Managing the operations for North America off-shore accounts. This included the ticketing, Refund, ADM Investigation and Revenue recovery processes.

• 

  INSIGNIA MEDISCRIPTS PRIVATE LIMITED

  May 2015 - Jun 2017

  Branch Head

  Exploring the market and developing new branches and training centers, as well as being in charge of the branch's P&L.

• 

  WNS Global Services

  Jun 2017 - May 2022

  Led large-scale BPO operations in the travel for NORAM Market, scaling teams 5X and managing large size headcount. Spearheaded process optimization, improving CSAT, reducing attrition, focused on team efficiency, customer experience, and operational excellence to drive business growth Launched & led a multi-geography OTA customer service center (Philippines & China), exceeding sales targets by 19%.Managed employee retention and engagement, maintaining an annual attrition rate of 12% across locations.Expanded business operations by onboarding a partner airline’s invoice processing, ensuring seamless revenue management

  • Senior Group Manager (AVP) -Operations

    Jan 2021 - May 2022

  • Group Manager - Operations

    Jun 2017 - Jan 2021
• 

  Fursan Travel

  Jun 2022 - now

  My role focuses on enhancing operational efficiency, customer experience, and profitability through data-driven strategies, automation, and digital transformation.Leading large scale operation including retail and Franchise business.Overseeing quality, Training and workforce management WFM, Quality, Process Improvement, Customer Experience & Training

  • Director of Operations and Business Support

    Nov 2023 - now

  • Head Of Business Support

    Jun 2022 - Oct 2023