Ashmi Panchigar

Customer service and travel operations professional with 13+ years of experience in high-volume, offshore travel environments, supporting customers throughout their journeys and coordinating with airlines, hotels, ground operators and other travel partners. Experienced in handling passenger enquiries, travel arrangements, documentation, itinerary changes, complaints and unexpected issues while maintaining a calm, professional and customer-focused approach. Confident communicating with customers from diverse backgrounds, providing clear travel information, resolving problems promptly and ensuring a smooth and positive travel experience.

Strong organisational skills with experience coordinating multiple arrangements, checking travel details and working closely with suppliers and internal teams. Enthusiastic about travel and customer interaction, with a strong understanding of the importance of punctuality, clear communication, passenger safety and delivering an enjoyable experience.

Customer Service Manager at Travelodeal (2022-01 – 2025-11)

• Managed end-to-end customer service for customers travelling on flights, tailor-made holidays and package holidays, supporting customers before, during and after travel.
• Provided clear and accurate information regarding travel arrangements, itineraries, bookings, amendments, timings and documentation.
• Handled customer enquiries and unexpected travel issues professionally, remaining calm and solution-focused during time-sensitive situations.
• Investigated and resolved complex complaints involving flight changes, hotel re-accommodation, cancellations, refunds, compensation and service disruptions.
• Liaised with airlines, hotels, ground operators and international travel suppliers to confirm arrangements and resolve issues quickly.
• Maintained accurate customer and booking records, ensuring travel information and documentation were up to date.
• Supported customers with special requirements and worked to ensure their travel arrangements were delivered smoothly.
• Led and supported a customer service team, ensuring high standards of communication, customer care and operational accuracy.
• Developed and delivered training to improve customer service, communication and problem-solving skills.
• Managed a high volume of customer enquiries while maintaining professionalism, accuracy and a positive customer experience.

Customer Service Supervisor at Jetline Travel (2013-01 – 2022-01)

• Supervised a customer support team handling a high volume of travel and passenger enquiries by telephone, email and other service channels.
• Assisted customers with flight bookings, travel arrangements, amendments, cancellations, refunds and travel-related queries.
• Provided customers with clear information and guidance regarding their travel arrangements and responded promptly to changes or disruptions.
• Managed complex customer issues and complaints, identifying appropriate solutions while maintaining a professional and helpful approach.
• Coordinated with airlines, hotels and travel partners to confirm arrangements and resolve customer issues.
• Checked booking information and travel documentation carefully to minimise errors and ensure accurate customer information.
• Trained and supported new team members on customer service, travel systems, complaint handling and accurate record keeping.
• Worked effectively under pressure while managing multiple customer requests and time-sensitive travel issues.
• Built positive relationships with customers and travel partners through clear communication, reliability and strong follow-through.

NCFE Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality – Step Ahead, London (2026)

NCFE Level 1 Certificate in Personal and Social Development – Step Ahead, London (2026)

Bachelor of Commerce in B.Com. – Swami Sahajanand College of Commerce & Management / Gujarat University, India (2012)

Diploma in Computer Operator Programming Assistant (COPA) – Industrial Training Institute (ITI), India (2011)