Sai R Krishna

Experience

• 

  Serco (formerly Intelenet Global Services)

  Dec 2007 - Oct 2009

  Subject Matter Expert cum Supervisor

  Achievements:Consistently secured the top rank (Rank 1) within the Customer Services Team for 5 consecutive months, outshining a team of 90-110 members.Honoured with the 'Quality Gem' award in recognition of excellence.Promoted to Senior Travel Counselor within a year and subsequently to Subject Matter Expert cum Supervisor in just 3 months.Highlights:Contributed to Ebookers.com, one of Europe’s largest online travel agencies for leisure travel.Delivered comprehensive travel solutions including visa and passport regulations, utilizing both online tools and legacy platforms.Served as a vital bridge between customers and vendors, handling all escalated issues.Assessed routine and complex cases, determining optimal solutions.Resolved company loss cases due to various factors, such as agent errors or technical glitches, striving to minimize impact. Show less

• 

  American Express Global Business Travel

  Oct 2009 - Jul 2014

  Manager- Operations & Online Implementation

  **Global Travel Services Division of Amex GBT (acquired by EXL later)**Achievements:Demonstrated rapid career progression with 3 promotions in 2.8 years: - Senior Analyst in just 15 months - Subject Matter Expert within 10 months - Manager within 7 monthsRecognised with Extra Miler, Star Performer, and numerous awards for proactive approaches, process improvements, and exceeding SLAs.Spearheaded successful Migration & Implementation of QTP automation tool. Led the transition of: - Online Booking tool- Concur (as part of the team) - CCT (Client Configuration Testing) process for OBT Axiom in the EMEA region - Process TMAS IMP, equivalent to 3 FTEs.Demonstrated hands-on proficiency in widely used Online Booking tools within the business travel industry, including Concur, GetThere, and Axiom.Highlights:Managed a team of 10-15 Product Analysts, including 2 Managers (Individual Contributors), to ensure the Service Delivery of Implementation & Maintenance for American Express Business Travel clients across North America, Canada, and JAPA, based out of India.Directed day-to-day operations, set goals, and achieved effective & efficient deliverables in line with ESL & MSL targets.Managed FTE charge-out/invoicing, Revenue expansion, and value delivery for the organization and customers.Led and managed various sub-process and platform migrations within North America, EMEA & JAPA regions. Show less

• 

  Dnata

  Aug 2014 - Dec 2014

  Assistant Manager

  Implemented and provided support for post-live HRG global and local customers in India, alongside Dnata Indian clients.Took a pivotal role, leading the testing, procurement, and implementation of processes and other tool applications for resource optimization.

• 

  BCD Travel

  Jan 2015 - Sept 2016

  Manager, Configuration and Performance Management

  Served as Regional Technology Manager for APAC, overseeing technological inductions, operational processes, and communications to applicable teams.Effectively managed service delivery for a global client across 14 APAC countries.As Technology Manager, led induction, advanced tool adoption (including Online Booking Tool), optimizing operations and enhancing client experience.Collaborated with SAP Concur and Aetm Innovation teams, driving cutting-edge tech integration for enriched Customer Experience and Business Operations. Show less

• 

  EBEX Services Ltd

  Sept 2016 - Apr 2018

  Senior Manager - Travel & Expense

  Orchestrated Travel & Expense operations at a Pan India level, implementing TMS and ERP solutions.Evaluated vendors, bridged gaps through analysis.Provided strategic leadership, enforcing T&E standards.Drove process compliance, transitions, and service excellence across locations.Directed shared services team, advancing technology vision for T&E

• 

  Haldiram's

  Apr 2018 - Apr 2020

  Manager- Operations

  Pioneered entry of country’s largest FMCG group into Travel & Hospitality sectorDevised & executed strategies for robust EBITDA margins

• 

  Harri

  Nov 2023 - now

  Manager- Operations Automation

  I spearhead optimization efforts; leveraging RPA and BPM to drive operational excellence across the organization#Optimization #RPA #BPM