Jijo Jain

Supporting multiple projects by overseeing daily operations, reporting metrics, identifying day-to-day operational issues and offering strategic solutions, establishing important KPIs for the functional area, and delivering comprehensive reports to top management and stakeholders To reduce operational expenses, identify gaps, and encourage improvement and optimization initiatives within the processes.

Ensure that the program maintains the high quality standard (Defect <5%) by reviewing the work of the operators, giving input on the faults found, and brainstorming on unclear situations that could help the SOP be refined. Carry out tactical communication with the internal stakeholders on various process-related issues, drive or suggest process improvements, and execute operational programs

Manage and process various types of data, including text and speech, using in-house tools and software to deliver accurate and high-quality labeled data, meeting key performance indicators (KPIs). Maintain strict confidentiality, promptly report issues with tools and software, and demonstrate ownership by providing valuable feedback to enhance existing tooling, resulting in increased data processing capacity and improved data quality.

Manage a wide range of customer care-related tasks, including issue resolution, reservations, web support, bulk bookings, notifications, re-booking, queue management, credit card verification, and email management, while ensuring exceptional service for both corporate and travel-related queries.