Mabel Dias

• Optimized booking process for travel arrangements across four units.
• Served as primary onsite travel coordinator, addressing needs of four business units.
• Supervised daily operations, including shift scheduling and task assignments.

Coordinated with departments to ensure seamless workflow and operational continuity.

• Resolved team conflicts effectively to maintain a collaborative environment.
• Reviewed employee performance, providing constructive feedback to enhance productivity.
• Negotiated hotel rates for roadshows, securing cost-effective accommodations.
• Organized team-building activities to promote camaraderie and positive workplace culture.

• Managed corporates such as Airmiles (HSBC loyalty program), Pepsi, Lukoil.
• Maintain & Manage client portfolio and engage.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Establish operational efficiency and quality standards while ensuring compliance with operational policies and procedures.
• Coach and mentor employees ongoing basis through providing inputs on job and timely feedback.
• Ensure generation of maximum revenue and profitability.
• Provide support to sales team to acquire new clients.
• Prepare operational analysis including monthly and quarterly assessments and forecasts.
• Ensure high morale amongst team members, drive culture of performance, and communicate appreciation or recognition.
• Ensure customer service of very high level and expeditiously resolve customer issues.
• Assist management team on other task as required by business.
• Suggest improvement in operational activities and team structure based on assessment of internal capability and client needs.
• Review customer complaints and resolve all escalated issues, customer queries in line with operational policies and procedures to maintain customer satisfaction levels.
• Created SOPs and process efficiencies to improve department documentation and training protocol.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Planning, Organizing, and conducting Roadshows and assisting with new client Implementation process.

• Provide qualitative service to assigned corporate houses and ensure that all enquiries are handled as per company's service level agreements.
• Respond to client concerns and enquiries in prompt, efficient and courteous manner to ensure utmost client satisfaction, there by develop and maintain excellent rapport with clients.
• Liaise with suppliers on customer's behalf checking availability, locating best value for money travel solution.
• Control business relationships with key decision makers in industry to assure client retention, enforce compliance with contract terms and payment schedules, as per credit control policies of company.
• Ensure high quality customer service and efficient operational back-up service, at Branch level to meet market specific needs.
• Provide strategic inputs to Branch Manager to negotiate products to suit regional market.

• Managing Team at Infosys client location.
• Handling International booking.
• Monitored Service Level Agreement.
• Maintenance of ethical integrity.
• Managing Customer service & feedback.
• Training new joiner.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Identified issues, analyzed information and provided solutions to problems.
• Worked well in team setting, providing support and guidance.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Created and collaborated in implementation and maintenance of customer complaint log.
• Developed training materials, SOPs and work instructions to supplement new team member onboarding.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.

• Reading, monitoring and responding to email, fax and post.
• Consolidating and Maintaining sales report.
• Responsible for arranging meeting room and conference numbers.
• Screening telephone calls and handling when appropriate.
• Taking minutes of meeting.
• Managing calendar, fixing appointments.
• Organizing travel and Accommodation.
• Liaising with sales staff, clients, etc.
• Preparing papers for meeting.
• Schedule and coordinate meetings, interviews and appointments for managers.
• Assist HR with day to day work, maintain leave and annual ticket details.
• Help Finance with payroll.
• Learned and adapted quickly to new technology and software applications.
• Resolved problems, improved operations and provided exceptional service.