1. Narayanan Gopalakrishnan
E- mail : nana2k@gmail.com
Mobile : +91 9840968123
Address : 15/8, Prashanti Nilayam, Balaji Avenue,
Alapakkam, Chennai – 600 116
Objective
Seeking Senior Manager Assignments in Operations Management with an Organization of repute
Profile Summary
 Achievement-driven and enthusiastic professional with more than 16 years’ travel agency and corporate travel
support experience
 Admirable reputation of working competently in a team environment.
 Possess strong sense of urgency as well as flexibility to change and adapt whenever desired.
 Unbeatable ability to multi-task during peak seasons and anticipate client needs through refined listening skills
.
 Well-versed in providing technical support and assisting clients using the Company’s travel reservation system.
Knowledge of best practices within the travel industry and solid background in airline reservation support.
 Superior technical and interpersonal skills targeted at providing excellence in service and ensuring client retention
 Strong Communicator with the ability to ensure execution of the time-bound deliverables
Career Highlights
➜Certificate of Achievement for “Nil Escalations from Clients” during 2005
➜Winner of “We made Difference ” award from American Express, Business
➜Winner of “Hero of the Month” for January 2007 from American Express India
➜Rewarded as the Star performer at the Town Hall for 3rd Quarter 2013 from American Express

2. Core Competencies
OPERATIONS MANAGEMENT
 Staffing, Planning and allocation of jobs to the team.
 Giving feedback, training and mentoring the team members.
 Responsible for all work flow process and timely delivery with high standards.
 Providing real time assistance to the clients including Transaction Fee Billing
 Evaluate corporate feedback and execute a plan of action to make Process improvements
 Responsible for establishing Control Framework on various activities of the business
Such as handling Hotel bookings, Chauffeur service, Visa Handling ,ticketing,Vendor Management etc..
 Handling remote functions at Other Locations of viz., Chennai, Bangalore and Mumbai and Delhi
 Initiate process improvement and control measures in the team
 Query resolution raised by any Internal and External Customers with regard to the Charge back or dispute
Transactions
 Coordinated with solution managers and ensured integration of services
 Ensured client satisfactions, performed troubleshoot on strategic planning and ensured customer satisfaction.
Administration
 Provided unparalleled service to travelers by providing prompt, accurate and professional communication
 Tracked unused e-tickets for exchange toward future trips and personal expenses, helped determine the most
efficient way to make flight connections
 Made transportation arrangements to and from airports; also made air, car and hotel reservations for individual/group
travel in compliance with corporate travel policies
 Coordinated with various information systems departments and acquired all special reports.

3. Organisational experience
American Express India Corporate Travel-operations Since April05
Role
 Handling Cognizant Chennai for VIP Travelers -coordination Pertaining to Travel for Vice presidents Senior
Vice presidents and Chairman of Cognizant
 Leading Around 40 Team members from Amex for Travel Related Coordination Effectively
 Led the Ford Travel operations of All India with a Team of 3 Members
 Led a team of 6 staff and managing the overall India Travel Operations for Nokia for 7 Years at a stretch without any
Escalation
 Handled EDS,TCS,KPMG
 Achieving budgets, guest standards & ratings as per company guidelines and making improvements.
 Experience in managing multiple large accounts, developing and implementing sale
Previous Experience
Worked as “International Travel Counselor ” (DEC 2002- April 2005) with Thomas Cook India Limited, Chennai
 Handled the Chemplast Sanmar Group,Hyundai,IDP,Leisure Travel,Tata Consultancy Services
Worked as a “International Travel consultant” (APR 2001 – DEC2002) with M/s. Trade Wings Ltd
 Handled the account of Board of Cricket control of India and Cairn Energy
Worked as “International Counter Staff” (Nov 2000 – March 2001) with M/s. Travel Logistics
Worked as Counter Staff (June 1998 – Oct 2000) with M/s Oasis International
Scholastic Background
 Degree in Bachelor of Arts (B.A) from Loyola College College
 Professional Diploma in Travel and Tourism Management from Loyola College Chennai
 IATA–UFTAA STANDARD COURSE (International Air Transport Association & Universal Federation of Travel
Agents Association) from IATA – Learning Center Montreal, CANADA.