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
12
12
years of professional experience
8006
8006
years of post-secondary education
3
3
Languages
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
- Date of Birth: 05/02/82
- Nationality: British
- Marital Status: Married
- 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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