Jay Talreja

Experience

• 

  InterGlobe Technologies Pvt. Ltd.

  Dec 2009 - Oct 2011

  Sr. Process Associate. (Indigo Airlines)

  •Making reservations in Indigo Airlines•Handling Customers queries, Cancelation and rescheduling related to their travel•Working with a new product Get Packing Launched by Indigo•Booking Holiday Packages in Hotels and Flights and sending them mail and their package vouchers•Providing accurate information to passengers regarding their flights and reservations•Giving valuable feedback to the management for the improvisation of the product

• 

  Sr. Process Associate (Travelocity)

  Nov 2011 - Aug 2013

  Sr. Process Associate (Travelocity)

  •Making reservations for Travelocity (Flight, Hotels and Car)•Handling Customers queries related to their travel•Booking Holiday Packages in Hotels and Flights and sending them mail and their package vouchers•Providing accurate information to passengers regarding their reservations•Giving valuable feedback to the management for the improvisation of the product

• 

  Starwood Hotels & Resorts Worldwide, Inc.

  Aug 2013 - Dec 2015

  •Remain up-to-date on current and ongoing promotions that surround our mobile and web environments.•Technically troubleshoot for new and current releases.•Support websites by responding to requests/comments/feedback/complaints received via CCC associates.•Maintaining high level of customer service on all communication.•Handling customer communication as appropriate.•Work closely with the Application department, Social Media & Web Senior department to ensure proper use of the Apps, other technical applications and special projects. •Investigate web/rate/promo/database/SPG account and other issues with an applicable explanation and/or solution. Escalate to external departments for resolution, assistance and/or support as needed and support resolution.•Give feedback to the web design, development teams to enhance the product.•Assist with testing and reporting of web site issues. Assist CCC associates with resolving these issues.•Other functions as required by the position. Show less

  • App and Web Support Specialist

    Jul 2015 - Dec 2015

  • Reservation Associate Sales

    Aug 2013 - Jul 2015
• 

  Starwood Hotels & Resorts Worldwide, Inc.

  May 2016 - Nov 2016

  SENIOR E-COMMUNICATIONS SPECIALIST

  • Maintaining team’s weekly, monthly and yearly metrics reports to analyze team’s performance.• Working with associates on their quality and units per hour for improvised results.• Conducting weekly team meetings in order to understand team’s concerns and working on the same for betterment of the team results.• Working with focus associates to drive improvised results from them (each one teach two program).• Reviewing CIEs and validating the same so that feedback is shared with associates.• Handling escalated cases on emails and calls• Sharing feedback with the hotel regarding the guests stays at the hotel.• Other functions as required by the position.• Giving valuable feedback to the management for the improvisation of the product. Show less

• 

  Marriott International

  Dec 2016 - Dec 2021

  • Responsible for overall call distribution by time of day and day of week.• Facilitate changing schedules to meet demand for different times of day.• Professional knowledge of WFM tools like Verint, NICE, ePortal.• Implements Skills Based Scheduling platform and supporting processes.• Analyzes and develops scheduling process improvement recommendations, including new hire/recruiting schedule process and base bid process.• Manages short-term day-to-day staffing to achieve call handling goals through the use of downtime and overtime.• Tracks and evaluates all sales associate vacations, trades, LOA’s, etc., to determine their effect on staffing requirements.• Troubleshoots issues with the scheduling application.• Manage the phone and correspondence volumes while attending the Call Management System and communicate with managers as needed.• Monitor overall call volumes and monitor and/or investigate associate non-adherence issues.• Troubleshoot and report general phone problems and aid in the identification and correction of issues. Attend to and resolve applicable concerns of phone associates, managers and others.• Record attendance variations from schedules and update computer system. Show less

  • Workforce Management Specialist AP

    Jan 2018 - Dec 2021

  • Team Lead

    Dec 2016 - Jan 2018
• 

  British Airways

  Dec 2021 - now

  • Contact Centre Performance Metrics Team Manager

    Oct 2023 - now

  • Contact Centre Performance Metrics Supervisor

    Jan 2023 - Sept 2023

  • WFM Rostering and Planning Supervisor

    Dec 2021 - Dec 2022