Sonika Kundi

Experience

• 

  INTERGLOBE TECHNOLOGIES PRIVATE LIMITED

  May 2012 - Mar 2014

  Sr. Customer Service Executive

  Sr. Customer Service Associate, Expedia - Interglobe Technologies, Gurugram, (May 2012 – March 2014) • Handle inbound calls of passengers and agents for booking flights, hotels, car rentals and holiday packages reservations for online travel portal Expedia.com.• Perform operational duties ensuring nil errors. Identify passenger's queries and state of urgency and act accordingly.• Maximizing revenue by increasing the conversion rate along with maintaining the quality of the calls.

• 

  British Airways

  Sept 2014 - Apr 2017

  Quality Coordinator, Call BA, Subsidiary of British Airways Plc, Gurgaon, (March 2016 -April 2017) - Job Description• Recording call activities for Agents.• Scoring agents on how they handle incoming calls.• Drive continuous improvement in performance through quality feedback sessions.• Providing ongoing coaching and developments to the team to maximize performance.• Screen incoming and outgoing calls to ensure quality , customer service and adherence to the policies and procedures of the organization.• To assist in Procedure and work manual documentation.• To help develop a comprehensive and cost effective Development Plan for the area that accurately reflects the Development needs of the people.• To coach agents when required and to support Team Leaders in monitoring performance.• Assist in the creation of quality standards, performance improvement goals and drive improvements.• Lending support to the Business and Training Team based on business requirement.• Tracking and reporting Quality for each agent/team in a business specified format.• Promote team-building activities within CallBA.• To provide full support related to the training and development needs of people in CallBA.• Identify, recommend and implement process /system changes / improvements to enhance performance. • To ensure compliance in maintenance of record logs for use of performance management.• Maintaining the highest standards of customer service to ensure customer confidence, satisfaction and loyalty and act as a role model to champion the needs of the customer within the team. Show less Telephone Sales Agent, Call BA, Subsidiary of British Airways Plc, Gurgaon, (September 2014 – February 2016) - Job Description• Reservation and Ticketing of fresh bookings for British Airways and OneWorld partner carriers.• Primarily a part of the Sales team and responsible for meeting Revenue targets. • Handled change/cancelling booking calls of British Airways passengers under IATA guidelines.• Got 1st prize for “Highest Revenue Generation” at CallBA, subsidiary of British Airways in 2015. Show less

  • Quality Coordinator

    Mar 2016 - Apr 2017

  • Telephone Sales Agent

    Sept 2014 - Feb 2016
• 

  British Airways

  Sept 2017 - Aug 2023

  Quality Coordinator, Call BA, Subsidiary of British Airways Plc, Gurgaon, (March 2016 -April 2017) - Job Description• Recording call activities for Agents.• Scoring agents on how they handle incoming calls.• Drive continuous improvement in performance through quality feedback sessions.• Providing ongoing coaching and developments to the team to maximize performance.• Screen incoming and outgoing calls to ensure quality , customer service and adherence to the policies and procedures of the organization.• To assist in Procedure and work manual documentation.• To help develop a comprehensive and cost effective Development Plan for the area that accurately reflects the Development needs of the people.• To coach agents when required and to support Team Leaders in monitoring performance.• Assist in the creation of quality standards, performance improvement goals and drive improvements.• Lending support to the Business and Training Team based on business requirement.• Tracking and reporting Quality for each agent/team in a business specified format.• Promote team-building activities within CallBA.• To provide full support related to the training and development needs of people in CallBA.• Identify, recommend and implement process /system changes / improvements to enhance performance. • To ensure compliance in maintenance of record logs for use of performance management.• Maintaining the highest standards of customer service to ensure customer confidence, satisfaction and loyalty and act as a role model to champion the needs of the customer within the team. Show less

  • Team Manager

    Sept 2022 - Aug 2023

  • Quality Coordinator

    Sept 2017 - May 2023