Highlights:ASSOCIATE DIRECTOR - E-COMMERCE & ONLINE MARKETINGQUEENSBORO.COM VP - Operations (E-commerce) SUNNY LAND TOURS INC GM - Projects & Ecommerce FERNS N PETALS PVT LTD Sr. Manager – Client Services XYKA SOFTWARE PVT. LTD Sr. Manager – Ecom Operations RANG7.COM Manager – E-Commerce & Projects.ONLINERES INDIA PVT. LTD Sr. Executive – Financial ServicesTECNOVATE ESOLUTIONS PVT. LTD. Awarded “Most Popular Person – Operations” Executive – Accounts (BSP)TRAVEL SERVICES INTERNATIONAL Bachelor's DegreeCommerce (Completed '00)UNIVERSITY OF DELHI Diploma in Software TechnologySTG INTERNATIONAL

Skills:Project Manager, Business Analyst, Travel, Manager, Customer Service, Account Management, Digital Marketing, Online Marketing, E-Commerce, Ecommerce

Goal:Result Oriented E-Commerce Professional with more than 15 years of experience in multiple domains (Travel, Florist & Gifting, Printed/Embroidered Apparel Business). Strong leadership, technical and financial background which facilitates the optimization of business operations. Focused on building a strong brand and increasing traffic and revenue while instituting necessary cost control measures. Entrepreneurial professional with an extensive background in international business. Trusted adviser as an E-Commerce consultant to start-ups and established businesses. Demonstrated ability to enhance business productivity through leadership, business analysis, requirements analysis, and project management skills. Areas of Expertise • E-Commerce • Project Management • Content Marketing • Domain and Hosting Management • Travel Industry • Business Analysis • Process Automation • Team Management • Retail & Wholesale • SEO / SEM / PPC / Social Media • UX/UI • Mobile App Strategy • Infrastructure Management • Vendor Management

Membership:IATAN Member

Certification:Diploma in Software Technology

Honor:Excellence Award - Ebookers

VP - Operations 10/01/2013 - current
Sunny Land Tours Inc, Palm Coast, FL United States
Industry: Travel
SLT is primarily B2B focused tour operator offering tour packages to more than 25 destinations with a niche in Middle East and The Mediterranean since last 50 years. I am primarily responsible for the over all of operations at Sunny Land Tours with direct reporting to CEO and Founder.
Key Accomplishments - Upgraded bandwidth and reduced cost by 50% - Switched to a high-tech IP phone system and reduced costs by 70% - Implemented CRM (almost Free), integrated with telephony system - Started Online Campaigns – PPC, Social Media, News Releases - New website at a very low cost - Supervising SEO / SEM, Online reputation management - Implemented Online booking engine - Implemented helpdesk concept to keep focus on better turn around and professionalism - Training team on new systems - Implemented project and task management system - Managing all hardware, network and system level support. - Implemented and managing mail server - Added new destinations - Setup and managing content management system upgrades and changes - Domain and Hosting management Online Media Coverage •Spotlight: Sunny Land Tours Increases Conversions with Proactive Triggers •Zoho Projects and Sunnyland Tours Success Story--
Independent Consultant for Travel and Retail Businesses 01/01/2013 - 09/30/2013
Consultant, Gurgaon, Haryana United States
Industry: Travel
As an independent consultant with my learnings in Travel, Travel Technology and Software Research and Development I am helping Travel and Retail Businesses to initiate online presence, improve online conversions and reduce cost of operations and fulfillment through adoption on right soft wares and platforms for the businesses based on their business requirements
Key Accomplishments ? Successfully increased the success rate on website payment gateway from 75% to 90% by switching to a new generation Payment Gateway. ? Reduced Credit card processing charges to a great extent by the way of re-negotiations. ? Successfully migrated from a High Cost CDN to a Low Cost CDN which in turn reduced costs by 40% without impacting site performance. ? Successfully Implemented new checkout floe on the website to ensure better usability on the website. ? Successfully Implemented Task & Project Management Tool across organization for better management and transparency in task handling and project management. ? Successfully Implemented a New Chat system which became one of the new revenue stream for Call Center. ? Successfully Implemented a Social Media Bar which helped us communicated with our user much faster than our traditional way of changes on the website. ? Successfully migrated all the support mails to a single support ticketing system with proper escalation matrices. ? Worked on Mobile website project single handedly, includes finalizing the vendor, Worked on the requirements and is solely responsible for UAT, Go-Live Phase – I in Jun 2012. ? Worked on Mobile Number Based loyalty program worked on the requirements and helped in implementation when the project failed after launch at the shops. ? Responsible for Technology roadmap and implementation of new feature for the website and related platforms.--
GM - Projects 08/01/2011 - 12/31/2012
Ferns N Petals Pvt Ltd, Delhi, Delhi India
Industry: Retail
Ferns N Petals Pvt. Ltd is one of the leading Online & retail Florist Chain in India, with 13 COCO and 121 Franchises across India. Can be considered the 1-800-Flowers of India.
Role & Responsibilities ?Operations (Ecommerce) ?Responsible for smooth day to day operations including FNP.com, Call Center, Corporates, Affiliates and Alliances (domestic as well as international). ?Review and Drive the Sales performance on a daily basis and update Top Management on any alarming situations. Responsible for improving customer delight by improving quality of service. ?Include – Sales, Services, E-Marketing, Technology (Websites & Platforms), Process documentation and SLAs for processes. ?Performance Monitoring/Review (Ecommerce) Responsible for performance evaluation from time to time, ?Call Center SLA's, ensure call center SLA’s are as per the agreed terms. ?Monitor Sales Conversion on a regular basis ?Monitor Daily Sales ?Website Traffic ?Orders Allocated not viewed – 4 hours ?Order Accepted but not delivered till previous date. ?Payment received but order not allocated. Monitor all of the above and inform top management on irregularities and critical/alarming situations. ?Customer Relationship Management ?Ensure Customers satisfaction through better usability and quality of service. ?Ensure timely communication and continuous growth in existing Corporate business. ?Ensure timely communication and continuous growth in existing affiliates. ?Ensure timely communication and continuous growth in existing alliances. ?Continuously work towards acquiring new customers, Corporates, alliances and affiliates. ?Vendors Relationship Management ?Ensure vendors follow the vendor manual and maintain good quality of service. ?Work with the Technology partner on improving customer experience on the website and process automation. ?Work with Outsourcing Partner and try to keep the cost of operations as low as possible. ?Maintain good repo with Banks and Payment Gateways and try to reduce the transaction charges as and when volumes grow. ?Work with other service providers and try to break through great deals for the organization--
Sr. Manager – Client Services 05/01/2010 - 08/31/2011
XYKA Software Pvt. Ltd, Bangalore, Karnataka India
Industry: Software
XYKA Software is one of the leading software development company based in Santa Clara, California. Launched a SaaS product “Rezopia” for Travel Industry.
Key Accomplishments Team and Customer Management ? Planned, managed, and coordinated Go-Live for 4 SaaS customers, and 1 enterprise customer. ? Successfully completed requirements and gained approvals on recommended processes and integrations from enterprise level customers. Vendor Relationship Management ? Successfully coordinated completion of product system integrations certification for our customers for eight partner product offerings.--
Asst. Manager – Audit & Quality Control 09/01/2007 - 12/31/2007
Fareportal India Pvt. Ltd, Gurgaon, Haryana India
Industry: Travel
Key Accomplishments ? Managed Consolidator Payments, Refunds, Chargeback and Debit Memo, Reconciliation – Ticketing/Hotels, Supplier Payments – Air / Hotels in a 24/7 environment for cheapoair.com and onetravel.com processes. ? Helped in Process Automation through logic building in the in-house softwares such as RMS (Reservation Management system and Refund Automation System)
Key Accomplishments ? Managed Consolidator Payments, Refunds, Chargeback and Debit Memo, Reconciliation – Ticketing/Hotels, Supplier Payments – Air / Hotels in a 24/7 environment for cheapoair.com and onetravel.com processes. ? Helped in Process Automation through logic building in the in-house softwares such as RMS (Reservation Management system and Refund Automation System)--
Sr. Manager – Operations 12/01/2007 - 10/30/2009
Rang7.com, Delhi, Delhi India
Industry: Travel
Rang7 attempted to be the Orbitz.com of India, an Airline owned and controlled Online Travel Agency. Worked at Company from concept through to successful implementation of Beta Launch phase. Key focus was on building a low-cost, quality and process driven operations environment.
Key Accomplishments Mid/Back-office System ? Mapped “optimal” work flow processes, and worked directly with the Software Development vendor on developing and successfully implementing functionalities aimed at automation and improving operational efficiencies. ? Planned, coordinated and successfully implemented Finance & Accounting Mid/Back-Office System. ? Led operational implementation of Telecom Switch, GWS, Consolidator PCC Bridging, Payment Gateways and LCC (Indigo, Spice Jet, Go Air) Integration. Operations (Financial Services, Sales and Customer Services) ? Helped build the Operations platform for Rang7 through mapping offline and online transaction processes with goal of reducing transaction / fulfillment costs, helping drive conversion and growing customer loyalty ? Managed teams including sales, customer service and finance & accounting (Hotels & Air tickets transactions) in a 24/7 environment. ? Implemented and supervised monthly Financials including Cash Flow, P & L, and Balance Sheet. ? Implemented internal controls for ensuring quality in delivery through daily mapping of transactions and reconciliations. Infrastructure (IT & Admin) ? Worked on implementation and acted as the Administrator for Server / Telecom Switch. Managed, Back Office Admin, Back-ups, and Domain Level Policies. ? Reduced telecom costs and Agent talk time through detailed study of in-bound call process flows. ? Managed On-site IT Help Desk for rang7.com in a 24/7 environment. Vendor Relationship Management ? Managed day-to-day relationship and communication with BPO Vendor (Call Center, SLA Based), Airlines, Consolidators, Telco’s, Technology Partners and Galileo.--
Manager – E-Commerce & Projects 05/01/2004 - 07/31/2007
OnlineRes India Pvt. Ltd., Delhi, Delhi India
Industry: Travel
Key Accomplishments ? Set up the Projects Department for OnlineRes, hired team, and managed all tasks related to Projects in a 24/7 environment. ? Led, planned, migrated and implemented more than 15 projects that included Customer Services & Technical Support (Cayman Airways), Inbound Reservation Division (of SITA World Inc), Offsite IT Help Desk (for SITA World Inc. & OnlineRes Inc). Customer Service and Accounting Services for Leasing Office (Ideal Holdings LLC). ? Was involved in Laying down technology infrastructure and software planning and implementations.
Key Accomplishments ? Set up the Projects Department for OnlineRes, hired team, and managed all tasks related to Projects in a 24/7 environment. ? Led, planned, migrated and implemented more than 15 projects that included Customer Services & Technical Support (Cayman Airways), Inbound Reservation Division (of SITA World Inc), Offsite IT Help Desk (for SITA World Inc. & OnlineRes Inc). Customer Service and Accounting Services for Leasing Office (Ideal Holdings LLC). ? Was involved in Laying down technology infrastructure and software planning and implementations.--
Sr. Executive – Financial Services 11/01/2001 - 05/31/2004
Tecnovate eSolutions Pvt. Ltd., Delhi, Delhi India
Industry: Travel
Tecnovate eSolutions Pvt. Ltd. was a 100% owned subsidiary of ebookers plc / Travelport.
Key Accomplishments ? Handled Accounting Services (BSP Related) for ebookers & flight bookers, (UK, Ireland and Sweden) that included Reconciliations, ADM & ACM Disputes & Refunds. ? Was directly involved in process migration, trainings and designing the SOP’s for all the processes. ? Automated lots of time consuming processes through several scripts.--
Executive – Accounts (BSP) 04/01/2000 - 11/01/2001
Travel Services International, Delhi, Delhi India
Industry: Travel
Key Accomplishments ? Handled all BSP/Airline related Accounting and was involved in compiling the list of outstanding amounts and follow-up with debtors ensuring timely collection of funds.
Key Accomplishments ? Handled all BSP/Airline related Accounting and was involved in compiling the list of outstanding amounts and follow-up with debtors ensuring timely collection of funds.--

University of Delhi 05/01/1997 - 05/31/2000
Delhi, Delhi, United States
Degree: Bachelor's Degree
Major:Commerce
Commerce

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