HARISH KUMAR
New Delhi
Summary
With a proven track record at American Express Global Business Travel, I excel in process optimization and customer satisfaction, significantly enhancing client onboarding and project management. Skilled in Microsoft Office and adept at multitasking, my approach has consistently improved service delivery, achieving high revenue targets and fostering positive stakeholder relationships.
Overview
19
19
years of professional experience
Work History
Customer Coordination Manager
American Express Global Business Travel
02.2022 - Current
- Responsible for end-to-end Implementation and onboarding of a new client to American Express GBT as their TMC
- Take overall responsibility of the project and manage travel implementations
- Be the focal point of contact for the project team during the implementation processes
- Ensure the Onboarding process is followed (Pre-assessment through to Post implementation phases)
- Lead the local, SME project and create a Joint Planning Presentation for the client facing projects
- Ensure all internal stakeholders understand their roles and responsibilities
- Organizing weekly project call for internal and external stakeholders
- Keep the project on track and execute all tasks within the timeline
- Proactively manage project risk assessment, including escalations for support and resolution
- Maintain positive relationships with partners for a smooth process
- Providing timely updates and take necessary actions for the global projects
- Execute and drive readiness to launch assessment
- Regularly update the One plan and verify all the action items are completed
- Conduct an offline testing with partners and internal stakeholders
- Coordinate with all stake holders to complete the Global Test Plan
- Conduct a post implementation call and handover the project to the partner and Client Manager
Assistant Manager
E-Travel Value
02.2017 - 01.2021
- A skilled strategist and planner with experience conceptualizing and implementing process initiatives to enhance process efficiency; introduced various ideas for the growth of business
- Client focused, provided support across all business groups
- Managed Outbound market of Southeast Asia, Europe, Australia, New Zealand, USA, and Domestic market
- Coordinated with suppliers to obtain negotiated corporate rates for the clients and helping to renew their RFPs
- Delivered professional, courteous, and efficient services while maintaining flexibility.
- Conducted thorough quality audits to ensure accuracy of team reservations.
- Exemplifies strong work ethic through proactive problem-solving, independent work, and multitasking.
- Designed efficient itineraries to enhance overall client experience.
Operation Manager (Sales & Operation Divisions)
Wish2book Tours & Travel Pvt. Ltd
09.2014 - 02.2017
- Designed personalized domestic travel itineraries to meet needs of corporate clientele.
- Directed sales and marketing efforts focused on market lead follow-ups and uncovering new business clients.
- Designed programs enhancing service quality.
- Maintained client contentment while safeguarding against financial errors.
- Provided guidance to new team members on travel policies and guidelines.
- Managed diverse travel operations such as reservations, ticketing, and fare construction.
Deputy Manager (Hotel Consolidation)
Buzz4Hotel (Pancard club Limited)
12.2013 - 08.2014
- Negotiated favorable pricing with hoteliers and suppliers for corporate clients.
Sr. Executive (Outbound Tours)
MakeMyTrip India Pvt. Ltd
03.2013 - 11.2013
- Managed client interactions across walk-ins, phone calls, chats, and email channels.
- Designed affordable deals for increased sales.
Sr. Travel Consultant (International Sales, MakeMyTrip Process)
IBM Global Process Services
04.2008 - 12.2012
- Managed client inquiries through multiple channels such as digital platforms and face-to-face discussions.
- Skilled in managing global reservation workflows effectively.
- Exceeded established targets, resulting in substantial profit generation.
- Executed multiple assignments provided by supervisory staff.
- Supervised floor operations to oversee team workflow efficiently.
Sr. Travel Specialist
MakeMyTrip India Pvt. Ltd
10.2005 - 04.2008
- Managed client interactions across multiple channels, including in-person, phone, chat, and email.
- Specialized in managing international reservations.
- Consistently outperformed targets, contributing to significant business income.
- Managed supervision duties on the floor, addressing team concerns.
Education
B. Com (P) -
Delhi University
01.2003
Intermediate -
C.B.S.E
01.1999
Post-Graduate - Finance
IMT Ghaziabad Centre of Distance Learning
Skills
- Proficient in Microsoft Office
- Process Optimization Expertise
- Effective Multitasking
- Customer service and satisfaction
- Team motivation
- Project management
- Problem-solving
- Vendor relationship management
Extracurricular Activities
Exploring new places. Good managerial skills with the analytical ability with problem-solving.
Accomplishments
- Received award 'Raving fan' for receiving highest number of customer appreciations.
- Awarded 'best employee' for the month of May 2006. (MMT)
- 'Super Talented Achiever award' for Significant Contribution in team in May 2010 and Sep 2011 for IBM for Best sales performance, quality, and creativity.
Qualifications
Post-Graduate in finance with first division from IMT Ghaziabad Centre of Distance Learning., B. Com (P), Delhi University, 2003, Intermediate, C.B.S.E (Central Board of Secondary Education), 1999
Personalappraisal
- Strong ability to maintain the highest possible level of client and company confidentiality.
- Exceptional ability to display a positive attitude with energy and enthusiasm toward assuming new roles and challenges.
- Strong work ethic with a willingness to take ownership and responsibility of multiple tasks as required.
- Exceedingly self-motivated and autonomous with consistent follow-through.
- Strong interpersonal (written and oral communications, logic, and decision-making) and organizational skills.
- Great team player, friendly and enthusiastic with exceptional customer service skills.
- Immensely driven by goals and recognition with great experience dealing with high-pressure situations simultaneously.
Timeline
Customer Coordination Manager
American Express Global Business Travel
02.2022 - Current
Assistant Manager
E-Travel Value
02.2017 - 01.2021
Operation Manager (Sales & Operation Divisions)
Wish2book Tours & Travel Pvt. Ltd
09.2014 - 02.2017
Deputy Manager (Hotel Consolidation)
Buzz4Hotel (Pancard club Limited)
12.2013 - 08.2014
Sr. Executive (Outbound Tours)
MakeMyTrip India Pvt. Ltd
03.2013 - 11.2013
Sr. Travel Consultant (International Sales, MakeMyTrip Process)
IBM Global Process Services
04.2008 - 12.2012
Sr. Travel Specialist
MakeMyTrip India Pvt. Ltd
10.2005 - 04.2008
B. Com (P) -
Delhi University
Intermediate -
C.B.S.E
Post-Graduate - Finance
IMT Ghaziabad Centre of Distance Learning
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