Leading a high performance team of Multinational Customer Support Managers and Customer Support Executives in Hong Kong Regional office. Responsible for the service and support teams in corporate owned markets of Singapore, Hong Kong, Philippines, China and Taiwan.
New Market Implementation process in Korea and Bangladesh.
Champion for product enhancements
Seven out of top ten GlobalFares issues resolved for Asia/Pacific.
Redesigned and implemented Support, Best Practise and Escalation Procedures in 17 Markets within four months
Reduced open Problem / Orbit Tickets across region by 50% within six weeks.
Negotiated with Chinese government (CAAC) to increase Galileo’s air link by additional 84 airlines and became sole GDS provider for hotel and car bookings.
Secured beta test contracts for Internet based solution with Multi-National Corporations – Goldman Sachs, UBS Banking Corp and Standard Chartered Bank.