Pradeep Shah
Vice President - Reservations @SpiceJet Limited
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WORK HISTORY
Vice President - Reservations @SpiceJet Limited
Gurugram, IN
Responsibilities: SLA Management, Customer Care, Complaint Handling, Service Recovery, Revenue Generation.• Managing SLA for Reservations (Call Center), Out bound team, customer complaints, refunds, etc. • Managing back-office operations like refunds / airport co-ordination / audit / quality.• Generation of revenue via booking / ancillary upselling.• Manpower forecasting, recruitment, training, mentoring, goal-setting, motivating and counseling.• Performance assessment – Appraisal, disciplinary actions – PIP, WL, Ask To Resign, Termination. • Use of automation for better internal / customer experience.• To optimize efficiency and manage cost.• Ensure proper documentation and upkeep of process documents, SOPs and manuals.• Responsible for budget forecasting and adhering to the same.• Inter-departmental liaison for better co-ordination and efficiency.
EDUCATION
Gauhati University
Bachelor of Science (B.Sc.), Botany/Plant Biology
Kendriya Vidyalaya
10th/12th, English, Hindi, Science
SKILLS
ABOUT PRADEEP SHAH
Total 26+ Years’ of experience with 15+ Years’ in Leadership role in setting up and running the Call Center (Reservations) Operations / Customer Care (Voice, Non-Voice, Back-end) in Aviation & Logistics with maximum team size of 415 employees.Was part of the pre-launch team for setting up of the in-house Call Centre (Voice)/ Reservations / Customer Care department from conceptualization till implementation. Later on, added more Non-Voice & Back-end functions / teams like Customer Experience, Outbound Upselling, Network Support, Refunds.Customer centricity (both internal and external), strong decision-making, people handing, forecasting, planning and crisis management are some of the attributes that have helped me to lead the department for the last 15+ years.
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