Vikrant Parcha
Delhi, Delhi, India

About Vikrant Parcha

Vikrant Parcha works as Service Advisor at British Airways Call BA India Pvt. Ltd and is based in Delhi, India. Vikrant studied Bachelors of Arts (Travel & Tourism) at Indira Gandhi National Open University (2017-2021). On Youth4work, Vikrant has taken skill tests in Aptitude (rank 248,243 of 3,606,048, top 7%).

Talents
    • Aptitude
      ... among ... users in Delhi
      248243
      among 3606048 users worldwide
      19.02
      percentile among worldwide users
Professional Path
Service Advisor
British Airways Call BA India Pvt. Ltd Full Time
Feb-2014 To present 12 years 7 months
  • Call BA is the wholly owned subsidiary of British Airways, Being into current role my job is to generate revenue for our US & UK based customers and meet month on month revenue targets for our sales force team and assist our customers in planning holidays and making reservation by offering competitive fares and deliver exceptional customer service as per BA Service Hallmarks to encourage our customers to choose British Airways over other airlines. In addition to it we assist our customers in reservation amendment for their travel plans & cross sell ancillaries such as excess baggage, meals on board and preferential seating. In addition to generating revenue we maintain our performance KPI’s such as AHT, Compliance, Quality etc. I am a creative individual and in addition to my role I’ve created an excel based tool called USCS Bridge comprising BA guidelines & policies and procedures to amend the reservations & generic process information which acted as a one stop shop.
Assistant Manager (Customer Service)
Innovative IT Services Full Time
Jan-2011 To Feb-2014 3 years 1 months
  • Performed staff evaluations pointing out individual's strengths and made constructive suggestions for improvement on their weaknesses. Performed team evaluations and determined areas that needed improvement or more effort. With input from staff, implemented changes to modernize and simplify procedures to increase profitability and increase customer satisfaction. Performed quarterly staff evaluations, identified staff for promotion, reassignment, and those positions that needed to be eliminated as needed. Tracked performance and took corrective action to increase profitability of Innovative IT Services Coordinated staff development and succession planning to streamline operations and increase efficiency. Supervised 60 employees and encouraged improved productivity and efficiency in order to achieve savings in costs.
  • Maintained regualar site SLA's, Maintained Quality standards above 90 %
Senior Customer Service Associate
intelenet global service pvt ltd Full Time
Nov-2009 To Dec-2010 1 years 1 months
  • Apria Health care is a largest home care and medical supplies provider in the USA. Being a Customer service associate i was responsible to deal with the patient and their insurers in order to obtain the authorization on their medical equipment and update their records for accurate billing. In addition to it i was responsible to ensure my AHT's & CPT's are met and to ensure quality parameters are followed accurately to ensure billing is defect free when the invoice sent to the insurer.
  • Based on performance was handed over a role of an Asst. Supervisor i was responsible to assign work to the agents and track their performance, co ordinate with learning and development teams for refresher sessions on product knowledge, Coordinating with Quality Teams, keeping teams up to date with all the latest information about the Insurers and their policies. In addition to this actively participated with mid level management for enhancement and betterment of the process, arranged one on one sessions with team to work on areas of opportunities and coached team members in need of time.
» 2 Projects
Qualifications

Indira Gandhi National Open University

Bachelors of Arts Travel & Tourism

2017-2021

-%

Extra-Curricular Interests
Guitarist & Vocalist
My Story
Over 9 year's of professional experience, with 6 years at British Airways, where I am responsible for air ticket & Package sales and deliver the highest level of service & quality standards for UK/USA customers at our global contact center (CallBA).

Excellent leadership, people management, communication, decision-making, customer service, negotiation and analytical skills & A lean & Six Sigma Black Belt certified professional.
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