Satya Prakash Uttam
Start strong, even if you\'re kicking off a little later than planned.
- Role
- Assistant Manager at Yatra For Business
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Satya Prakash Uttam
With over 18 years of success in the airline and travel industry, I am a seasoned…
Experience
Assistant Manager
May 2024 — Present · Gurugram, IN
Managing a corporate implant team and serving as the frontline manager for Business Travel Consultants.Coach, mentor, and upskill team members to ensure the delivery of exceptional customer service and high-quality travel support.Conduct regular one-on-one, monthly performance reviews, and career development mapping to monitor progress and enhance individual competencies.Provide ongoing performance feedback aligned with organisational goals to drive behavioural improvements and skill enhancement.Resolve client escalations effectively and ensure first-contact resolution through agent empowerment and knowledge enablement.Develop and refine internal processes to proactively address and recover from recurring service issues.Share best practices and process updates to improve support quality, and contribute to internal knowledge bases.Collaborate with senior management to align services with customer expectations, and drive internal prioritisation of requests.Track and drive team performance against KPIs, including adherence to SLA metrics, through weekly and monthly reporting.Conduct root cause analysis on issues and implement corrective measures, communicating transparently with customers about improvements.Utilise in-depth expertise in GDS (Amadeus) to guide and support agents, ensuring compliance with travel protocols, and operational accuracy.Managed bookings for flights, hotels, and excursions, securing competitive rates and confirming reservations accurately for both domestic and international travel.Advised clients on travel documentation requirements, including visas and passports, for seamless international travel.Analysed customer feedback to identify areas for improvement, implementing changes to enhance service quality and client satisfaction.Developed and maintained strong relationships with industry partners, including airlines and hotel chains, to enhance service offerings.
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