Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Hobbies
Timeline
Generic
Vikrant Parcha

Vikrant Parcha

Service Advisor
Delhi

Summary

Over 9 year's of professional experience, with 6 years at British Airways, where I am responsible for air ticket & Package sales and deliver the highest level of service & quality standards for UK/USA customers at our global contact center (CallBA). Excellent leadership, people management, project handling, communication, decision-making, customer service, negotiation and analytical skills & A lean & Six Sigma Black Belt certified professional.

Overview

14
14
years of professional experience
1
1
year of post-secondary education
30
30
Certifications

Work History

Service Advisor

02.2014 - Current
  • British Airways, (6 years 5 months +) Call BA is the wholly owned subsidiary of British Airways, Being into current role my job is to generate revenue for our US & UK based customers and meet month on month revenue targets for our sales force team and assist our customers in planning holidays and making reservation by offering competitive fares and deliver exceptional customer service as per BA Service Hallmarks to encourage our customers to choose British Airways over other airlines.
  • In addition to it we assist our customers in reservation amendment for their travel plans & cross sell ancillaries such as excess baggage, meals on board and preferential seating.
  • In addition to generating revenue we maintain our performance KPI's such as AHT, Compliance, Quality etc.
  • I am a creative individual and in addition to my role I've created an excel based tool called USCS Bridge comprising BA guidelines & policies and procedures to amend the reservations & generic process information which acted as a one stop shop.
  • Which was a success and helped representatives in maintaining their AHT's and offering timely resolution.
  • I also created power point presentations related to customer satisfaction and so skills which are displayed across vertical on LED screens.
  • I act as an helping hand and deliver floor support to assist staff with their queries related to ticketing and pricing general product knowledge and assist in nesting batches in time of need.
  • Skills Acquired : MS Office Skills, Customer Relations, Customer Experience, So Skills, Negotiation Skills.

Assistant Manager

Innovative IT Services
01.2011 - 02.2014
  • (3 years 2 months) Performed staff evaluations pointing out individual's strengths and made constructive suggestions for improvement on their weaknesses.
  • Vikrant Parcha - page 1 Performed team evaluations and determined areas that needed improvement or more effort.
  • With input from staff, implemented changes to modernize and simplify procedures to increase profitability and increase customer satisfaction.
  • Performed quarterly staff evaluations, identified staff for promotion, reassignment, and those positions that needed to be eliminated as needed.
  • Tracked performance and took corrective action to increase profitability of Innovative IT Services Coordinated staff development and succession planning to streamline operations and increase efficiency.
  • Supervised 60 employees and encouraged improved productivity and efficiency in order to achieve savings in costs.

Astt. Team Supervisor

Serco
04.2010 - 12.2010
  • Being an Asst.
  • Supervisor i was responsible to assign work to the agents and track their performance, co ordinate with learning and development teams for refresher sessions on product knowledge, Coordinating with Quality Teams, keeping teams up to date with all the latest information about the Insurers and their policies.
  • In addition to this actively participated with mid level management for enhancement and betterment of the process, arranged one on one sessions with team to work on areas of opportunities and coached team members in need of time.
  • Skills Aquired : Team Handling, Pier Relations , Multi tasking.
  • Coaching, Conflict Handling, Process improvement.

Senior Customer Service Associate

Intelenet Global Service Pvt. Ltd
11.2009 - 12.2010
  • Apria Health care is a largest home care and medical supplies provider in the USA.
  • Being a Customer service associate i was responsible to deal with the patient and their insurers in order to obtain the authorization on their medical equipment and update their records for accurate billing.
  • In addition to it i was responsible to ensure my AHT's & CPT's are met and to ensure quality parameters are followed accurately to ensure billing is defect free when the invoice sent to the insurer.

Education

BA - Tourism and Travel Services Management

Humanities

National Open School
01.2008 - 04.2009

Bachelor of Arts - undefined

Indira Gandhi National Open University

Skills

Certification courseundefined

Certification

Quality Standards in Customer Service [2016] - LinkedIn

Additional Information

  • Honors & Awards , Highest Revenue Generator - British Airways Jan 2015 Awarded as a Highest revenue generator in the month of January with the net amount of £ 29,000.

Hobbies

I am a Mughlai Cuisine cook, Whenever i get the opportunity I love to cook and experiment on different dishes, I love travelling on road trips, I'm also a singer and guitarist and whenever i get time i get along with my fellow guitarist and percussionist and we sing and play music.

Timeline

Service Advisor

02.2014 - Current

Assistant Manager

Innovative IT Services
01.2011 - 02.2014

Astt. Team Supervisor

Serco
04.2010 - 12.2010

Senior Customer Service Associate

Intelenet Global Service Pvt. Ltd
11.2009 - 12.2010

Humanities

National Open School
01.2008 - 04.2009

BA - Tourism and Travel Services Management

Bachelor of Arts - undefined

Indira Gandhi National Open University

Similar Profiles

CREATE PROFILE
Vikrant ParchaService Advisor