Manisha Khambhaita-Thompson
Tailor Made Specialist/Travel Agent/B2C Operations
Barcelona
Summary
As a dedicated and trustworthy professional, I bring experience across key business sectors in the UK and Spain. My specialization lies in travel management, training, coaching, and client services, where I have gained a versatile skill set that integrates into various organizational needs. My broad experience makes me an asset to any team, as I am committed to continual learning and self-improvement, ensuring that I am always at the forefront of industry developments and ready to contribute to your company's success.
Overview
20
20
years of professional experience
Work History
Tailor Made Specialist
Travel Trade Group
04.2023 - 11.2024
- Bespoke Travel Creation & Project Leadership: Expertise in crafting unique travel packages tailored to individual client preferences and leading tailor-made travel projects from planning to execution, ensuring seamless delivery.
- Customer Experience & Engagement: Managing Trustpilot reviews, enhancing client satisfaction through innovative offerings, and staying attuned to industry trends to refine the customer journey.
- Lead Conversion & Operations: Proficient in managing leads, ensuring timely follow-ups, coordinating bespoke transfers, and updating internal systems, including back-office processes for accuracy and efficiency.
- Supplier Negotiation: Skilled in negotiating competitive rates for new products and strategically planning rates to maximize sales windows.
- Process Optimization & Team Development: Skilled in developing and streamlining workflows for booking and planning, while training team members to excel in creating tailor-made travel experiences.
- Content Development: Generating engaging web links and content to showcase bespoke travel packages and drive client interest.
- Team Oversight: Managing and supporting tailor-made assistants to ensure seamless collaboration and operational success.
Travel Expert & Retention Specialist
Exoticca Travel
10.2022 - 04.2023
- Customer Retention & Support: Skilled in negotiating with customers to retain business, upselling tailored products, and assisting with understanding terms and conditions during cancellation requests.
- Crisis Management: Experienced in handling emergency calls, WhatsApp inquiries, and making alternative booking arrangements to address unforeseen changes.
- Operational Excellence: Proficient in managing cancellations, rebookings, and customer service inquiries using Salesforce while ensuring compliance with policies and procedures.
- Mentorship & Process Improvement: Provided support to new agents, identified training needs, and contributed to improving processes and procedures for operational efficiency.
- Policy Adherence: Maintained operational integrity by applying best practices and strictly following company policies and guidelines.
Service Relationship Manager
ADP
02.2017 - 10.2022
- Client Relationship Management: Cultivate strong relationships with senior-level stakeholders by understanding their portfolio, internal culture, and business needs, ensuring client satisfaction and long-term retention.
- Service Delivery & Escalation Management: Oversee operational service delivery, manage escalations as a Single Point of Contact (SPOC), and ensure timely resolution of issues to maintain service excellence.
- Contract & Portfolio Management: Negotiate renewals, manage additional business opportunities, and oversee all commercial transactions while monitoring performance and case management through CRM tools.
- Client Engagement & Communication: Champion the organization’s brand, products, and services to drive client engagement and participation in reference programs and surveys. Deliver impactful presentations to internal and external executives.
- Process Optimization & Strategic Recommendations: Provide proactive recommendations for improving client relationships and internal processes. Facilitate the adoption of new service models, such as centralized reporting.
- Sales Enablement: Identify upselling and cross-selling opportunities within existing accounts in coordination with sales teams to drive revenue growth.
Offline Support
Avis Budget Group
05.2016 - 02.2017
- Corporate Account Management: Proficient in overseeing corporate accounts, ensuring seamless coordination and delivery of tailored business services to meet client needs.
- Service Coordination: Skilled in arranging comprehensive business services, optimizing operational efficiency and customer satisfaction.
- Team Collaboration: Supported voice teams in delivering high-quality customer service, fostering effective communication and teamwork.
- Global Customer Engagement: Conducted online chats with leisure customers worldwide, addressing inquiries in real-time and providing personalized solutions.
- Multichannel Customer Support: Expert in assisting both business and leisure customers with diverse queries via email, ensuring prompt and effective resolution.
HR Senior Analyst (PwC Contract) Supervisor
Xerox, PwC
07.2014 - 09.2015
- Team Leadership & Supervision: Managed a team of 20 across Romania and Spain, sharing responsibilities with the team leader, including delegation, live support, and formal coaching to ensure optimal team performance.
- Service Issue Resolution & Reporting: Investigated and resolved service issues, maintained a service issues tracker, provided feedback and refresher training, and communicated lessons learned to both the team and management.
- Training & Development: Assessed learning needs, developed and delivered training plans, and evaluated interventions, including induction training, to enhance team capabilities and performance.
- Operational Excellence: Monitored CMS to ensure SLAs were met, compiled statistical client reports, and managed escalations while maintaining strong interdepartmental relationships.
- Escalation & Complaint Management: Handled escalated complaints flagged by agents, ensuring timely and effective resolutions.
- Team Motivation & Morale: Implemented strategies to boost staff morale during peak periods, ensuring sustained productivity and a positive work environment.
- HR Documentation & Process Improvement: Updated and communicated changes to HR documentation while identifying root causes of SLA failures and creating actionable improvement plans.
HR Advisor
Xerox, PwC
10.2012 - 07.2014
- HR Advisory & Customer Care: Responded to HR-related inquiries and complaints via phone and email, ensuring alignment with PwC policies and delivering timely resolutions.
- Process Improvement & Knowledge Sharing: Developed and implemented a query log to support team training and shared best practices, enhancing efficiency and knowledge retention.
- Performance Tracking & Reporting: Designed and maintained statistical reports to monitor team performance, enabling target achievement and integration with a bonus scheme.
- Training & Team Development: Supervised and trained team members in Romania, utilizing briefings, knowledge-based quizzes, desk-side coaching, and call evaluations to enhance team skills.
- Recruitment & Talent Acquisition: Conducted recruitment and selection activities, including interviews, for the PwC project, leveraging expertise as a founding team member and subject matter expert.
- Leadership & Role Evolution: Progressed from initial HR advisory role to a senior team member through demonstrated competence, taking on expanded responsibilities and supervisory duties.
- Operational Excellence: Ensured accurate call logging, record-keeping, and follow-up, contributing to streamlined operations and improved service delivery.
Education
Psychology - Psychology
Northampton College Evening School
Northampton 04.2001 - 01.2006
HND - MULTIMEDIA, COMMUNICATIONS AND CULTURE
Birmingham City University
Birmingham, UK06-2003
COMMUNICATION AND MEDIA STUDIES -
Northampton College
NorthamptonBUSINESS ADMINISTRATION AND MANAGEMENT, GENERAL -
Northampton School For Girls
NorthamptonCOMMUNICATION STUDIES -
Thomas Becket R.C Sixth Form
NorthamptonHigh School Diploma -
Thomas Becket R.C Upper School
Northampton 04.2001 - 01.1998
Skills
B2C Operations
Personal Information
Nationality: British
Visa Status: legally with a TIE
Drivinglicense - Category
No
Timeline
Tailor Made Specialist
Travel Trade Group
04.2023 - 11.2024
Travel Expert & Retention Specialist
Exoticca Travel
10.2022 - 04.2023
Service Relationship Manager
ADP
02.2017 - 10.2022
Offline Support
Avis Budget Group
05.2016 - 02.2017
HR Senior Analyst (PwC Contract) Supervisor
Xerox, PwC
07.2014 - 09.2015
HR Advisor
Xerox, PwC
10.2012 - 07.2014
Psychology - Psychology
Northampton College Evening School
04.2001 - 01.2006
High School Diploma -
Thomas Becket R.C Upper School
04.2001 - 01.1998
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
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