Manisha Khambhaita
Barcelona
Summary
I am a hard-working, reliable, honest, and passionate professional with extensive experience across key business areas in the UK and Spain. Specializing in travel management, training, coaching, and client services, I possess a diverse skill set that is highly transferable and synergistic. My comprehensive background enables me to be a valuable team member in any organization. I am always eager to learn and continuously develop myself, evidenced by my completion of various professional courses:
- PTTLS (Preparing to Teach in the Adult Learning Sector, City & Guilds)
- TEFL (Teaching English as a Foreign Language, currently completing)
- Effective Leadership
- Train the Trainer
- Thinking on your Feet
- Dynamic Speaking
- Capability for Growth
I am passionate about finding the right company, team, and project to utilize my skills effectively. My enthusiasm for working with people on ambitious projects makes me a valuable addition to any team. If you believe I can enhance your team's capabilities, please contact me.
Overview
12
12
years of professional experience
Work History
Tailor Made Specialist/Travel Agent/B2C Operations
Travel Trade Group
Barcelona
04.2023 - Current
- Delivered personalized travel experiences to clients through my role as a Tailor-Made Specialist in the travel industry.
- Quality checked and created online content for B2C website products and services.
- Led multiple projects while also overseeing Trustpilot reviews and implementing efficient processes. Developed training materials to improve workforce capabilities and updated internal catalogues.
- Crafted unique and memorable travel packages that were tailored to individual client preferences
- Maintained all Trust pilot reviews and responses, significantly contributing to a customer satisfaction increase of 4.5 Stars!
- Demonstrated strong project leadership skills in successfully managing end-to-end execution of tailor-made travel projects.
- Implemented efficient lead management strategies, leading to successful conversion of potential clients into bookings
- Organized all shuttle and Bespoke Transfer operations, including coordination with suppliers and clients.
- Updated all internal systems, including back office systems for accounting purposes.
- Consistently improved client experience through continuous acquisition of industry knowledge and incorporation of creative solutions in our custom-made products
- Created and optimized processes for streamlining tailor-made travel booking and planning, enhancing efficiency and customer satisfaction
- Conducted training sessions to equip team members with the knowledge and skills needed to deliver customized travel experiences.
- Generated web links and content for bespoke travel packages on company website
- Provided support to HR by engaging in recruitment activities and conducting interviews.
Travel Expert & Retention
Exoticca Travel
Barcelona
09.2022 - 04.2023
- Successfully transitioned to the customer retention team, focusing on enhancing TTC metrics.
- Supported customers in understanding the terms and conditions associated with cancellations
- Handled customer queries and emergencies via phone calls and WhatsApp
- Handled incoming calls through Sales Force for cancellations, retention, rebooking, and customer service inquiries.
- Provided support and guidance to new agents, acting as a support contact.
- Provided Input for process and procedure enhancement
- Apply best practices to identify customers' needs to achieve satisfaction
- Issuing refunds when applicable
- Make alternative booking arrangements if changes arise before or during the trip;
- Maintain operation integrity by following policies and procedures
Service Relationship Manager
ADP
Barcelona
02.2017 - 10.2020
- Closely monitored and managed relationships with over 50 clients at headquarter level while ensuring client satisfaction.
- Achieved positive outcomes in managing debts
- Regularly conducting Service Reviews to evaluate operational service delivery and providing updated ADP information on products and services.
- Effectively managed client escalations by maintaining a proactive approach in resolving issues and closely monitoring progress.
- Facilitated client adoption of ADP Streamline Central Services and supported them in transitioning to ADP Streamline's service model
- Increased sales revenue by identifying and capitalizing on upselling and cross-selling opportunities within existing accounts, working closely with the sales team.
- Maintained continuous monitoring of client performance to ensure compliance with contractual obligations in terms of service delivery.
Offline Support
Avis Budget Group
Barcelona
05.2016 - 02.2018
- Successfully handled corporate account management
- Assisted with customer requests and answered questions to improve satisfaction.
- Coordinated various business service tasks effectively
- Ensured efficient and safe transportation
- Supported the voice team in their operations
- Interacted with customers around the globe through live online chat
- Ensured efficient resolution of customer inquiries through email support
- Complied ongoing training documents for future new starters
HR Senior Analyst
Xerox (Client - PwC)
Barcelona
07.2014 - 09.2015
- Managed a team of 20 employees in Iasi, Romania and Barcelona, ensuring efficient operations and collaboration.
- Built a highly productive team by recruiting the right talent.
- Conducting induction and ongoing training for new employees, covering both technical systems and soft skills.
- Enhanced agent performance via side by side assistance and formal coaching
- Addressed and resolved incoming service issues promptly while maintaining accurate records on the service issue tracker
- Designed and delivered presentations to management on team performance, service issues, and lessons learnt
- Monitoring CMS and ensuring SLAs are achieved by managing team resource levels
- Compiling & delivering statistic reports for the client (PricewaterhouseCoopers)
- Ensured HR documentation and policies were consistently up-to-date and effectively communicated.
- Monitoring SLAs, identifying root causes of any failures, creating action plans
HR Advisor/ Customer Care Specialist
Xerox (Client - PwC)
Barcelona & UK
10.2012 - 07.2014
- Collaborated on the setup of the contract and played a significant role in Barcelona's system testing and development.
- Handled HR-related enquiries and complaints via telephone and e-mail communication.
- Facilitated knowledge sharing within the team by creating a centralized resource
- Joined the training team for all new HR representatives
- Compiled and presented data-driven statistics reports on a daily, weekly, and monthly basis to support team efforts in reaching objectives and qualifying for bonus compensation.
- Managed the training program for team members in Iasi (Romania), organizing team briefings, facilitating knowledge based quizzes to refresh their recent training, delivering desk side training sessions, and assessing call performance.
- Played a key role as a founding team member and subject matter expert in facilitating recruitment/selection activities such as interviews for candidates seeking opportunities on the PwC project.
Education
Psychology -
Northampton College Evening School
06.2006
HND, Multimedia, Communications and Culture -
Birmingham City University
06.2003
Communication and Media Studies -
Northampton College
06.2000
Business Administration and Management, General -
Northampton School for Girls
06.2000
Communication Studies -
Thomas Becket R.C Sixth Form
06.2000
GCSE's -
Thomas Becket R.C Upper School
06.1998
Skills
- Team Management
- B2C Operations
- Bespoke services
- Conflict Resolution
- Contract Negotiations
- Customer & Client Relations
- Project Management
- Operations
- Web Content Creation
- Content Editing
- Web Site Production
- Trustpilot management
- Problem Resolution
- Training & Development
- Back-End Skills
Tel
+34 722 316 207
Resident
Barcelona (legally with a TIE)
Born
UK
Personal Information
- Date of Birth: 05/02/82
- Nationality: British
Languages
Native level, Basic level, Fluent level, Intermediate level
Languages
English
First Language
Gujarati
Proficient (C2)
C2
Spanish
Intermediate (B1)
B1
Affiliations
- Arts & Crafts
- Interior Design
- Passion for hosting & cooking
- Travelling
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Tailor Made Specialist/Travel Agent/B2C Operations
Travel Trade Group
04.2023 - Current
Travel Expert & Retention
Exoticca Travel
09.2022 - 04.2023
Service Relationship Manager
ADP
02.2017 - 10.2020
Offline Support
Avis Budget Group
05.2016 - 02.2018
HR Senior Analyst
Xerox (Client - PwC)
07.2014 - 09.2015
HR Advisor/ Customer Care Specialist
Xerox (Client - PwC)
10.2012 - 07.2014
Psychology -
Northampton College Evening School
HND, Multimedia, Communications and Culture -
Birmingham City University
Communication and Media Studies -
Northampton College
Business Administration and Management, General -
Northampton School for Girls
Communication Studies -
Thomas Becket R.C Sixth Form
GCSE's -
Thomas Becket R.C Upper School
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