About
With over 19 years of experience across Learning & Development, Training, Leadership, and Customer Experience, I’ve had the privilege of growing through diverse roles spanning travel, customer relations, operations, and corporate training. Over the past decade, I’ve specialized in Learning & Development—designing, leading, and scaling learning strategies that drive measurable impact. My expertise includes soft skills and behavioral training, leadership development, AI-driven eLearning integration, instructional design, and performance coaching. I’m passionate about transforming learning into meaningful action—whether it’s through engaging workshops, data-backed learning analytics, or integrating technology to make training smarter and more adaptive. Currently serving as Group Manager – Process Training (Travel) at WNS, I focus on aligning learning interventions with business outcomes, empowering teams, and driving excellence across client-facing processes. Beyond work, I enjoy mentorin…
Experience
Group Training Manager
WNS · Mumbai, Maharashtra, India
Present
As Group Manager – Process Training (Travel) at WNS, I lead end-to-end learning initiatives across the travel domain—driving performance, process excellence, and people development. My focus lies in designing impactful training strategies, mentoring teams, and partnering with stakeholders to align learning outcomes with business success.
Soft Skills Training Specialist
Etraveli Group · Mumbai, Maharashtra, India
● Trained 250+ employees annually, delivering engaging corporate training programs. ● Designed and implemented gamified learning solutions, increasing CSAT scores by 30%. ● Developed leadership training modules on change management, coaching, and performance development. ● Managed LMS administration, ensuring seamless tracking of employee learning progress. ● Led the Buddy Program, ensuring a smooth onboarding experience for new hires.
Customer Relations Specialist | Strategic Partners & Meta
Etraveli Group · Mumbai, Maharashtra, India
● Handled customer escalations, improving resolution efficiency and client satisfaction. ● Conducted soft skills and communication training for new hires and existing employees. ● Developed customer engagement strategies, improving service delivery and efficiency.
Senior Travel Consultant
Etraveli Group · Mumbai, Maharashtra, India
● Handled customer requests on calls, chats, and emails, improving resolution efficiency and client satisfaction. ● Worked on projects to clear backlog of emails during pandemic, thereby improving response time and timely closures of requests ● Worked on customer engagement strategies to enhance CSAT
Reservations & Vacations Specialist
arrivia · Mumbai, Maharashtra, India
● Assisted customers with vacation planning and reservations, ensuring seamless travel experiences. ● Managed customer inquiries and recommended tailored vacation packages.
Assistant Manager Training
Travelxp India Private Limited · Mumbai Area, India
● Led a team handling holiday reservations and corporate travel planning. ● Designed new hire training programs, enhancing onboarding efficiency. ● Spearheaded process improvements, reducing booking errors by 15%.
Senior Holiday Travel Consultant
Travelpack · Goa
• Created customized holiday packages for B2B and B2C clients worldwide, utilizing Sabre, Amadeus, and Galileo for flight bookings. • Established strong relationships with tour operators and DMC's to ensure seamless itinerary planning and execution.
Reservations Sales Specialist
Tata Consultancy Services · Mumbai, Maharashtra, India
Guest Relations Specialist
Senior Customer Service Agent - Travel Plus & Platinum Cards
JP Morgan Chase Bank · Mumbai Area, India
• Handled inbound customer service calls for Travel Plus, Platinum & United Airlines Cards. • Awarded the "Einstein Award" for innovative ideas to enhance overall CSAT. • Recognized as the "Best Fun Spoc" for boosting team morale with engaging activities and outings.
Lead Trainer/Voice & Accent Trainer
United Airlines · Mumbai, Maharashtra, India
• Provided floor support and assistance as Lead Trainer/Voice & Accent Trainer at United Airlines in Mumbai, India. • Transitioned to Learning & Development, specializing in Process Training, Voice & Accent, and Soft Skills. • Developed and implemented training programs to enhance communication skills and customer service excellence. • Achieved a 20% increase in customer satisfaction scores through improved communication training techniques.
Service Director
United Airlines · Mumbai
• Managed escalation calls from customers and supervised inventory management, flight operations, and reservations for North America domestic at United Airlines. • Oversaw manual pricing of tickets based on fare basis codes and led the reservations team in Mumbai. • Handled reservation management and ensured smooth operations for United Airlines in Mumbai.
Customer Service Representative
United Airlines · Mumbai, Maharashtra, India
• Trained colleagues on soft skills and processes as resource pool • Led the fun, sports, and cultural committee • Achieved a 95% customer satisfaction rate
Education
Goa University
Bachelor of Science - BSc, Zoology/Animal Biology
Goa University, Goa
Bachelor of Science - BS, Zoology/Animal Biology
Goa University
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