Yeshwanth Manoj

Results-driven Travel & Airline Operations Specialist with 7+ years of comprehensive experience across flight operations, DGCA regulatory compliance, high-volume cancellation and refund handling, and airport passenger services. Demonstrated track record leading L1/L2 operational shifts, managing workforce rosters, and resolving critical stakeholder escalations. Highly proficient in GDS ticketing workflows, back-office (BO) schedule changes, and team mentoring to maintain strict SLA adherence and service excellence.

Subject Matter Expert – Flight Operations, DGCA & Refund Operations at IXIGO (2026-04 – Present)

• Direct daily shift operations, workforce roster allocation, and real-time floor support across L1 and L2 support tiers.
• Lead end-to-end resolution of critical DGCA regulatory escalation queues and high-aging unresolved airline cases, driving reconciliation with airline partners.
• Supervise Back-Office (BO) teams handling major airline schedule changes, evaluating updated PNRs, and coordinating FOC reissues or full refunds.
• Mentor and coach Senior Executives and Executives, leading root-cause analyses on escalations to consistently improve First-Time Resolution (FTR) rates.

Senior Executive – Refunds & Customer Experience at IXIGO (2025-02 – 2026-03)

• Administered end-to-end domestic and international flight refund validations, cross-verifying airline fare rules and PNR transaction histories.
• Coordinated directly with partner airline support desks to expedite stuck refunds and exception cases within target turnaround times (TAT).
• Handled complex Level-2 customer escalations involving fare disputes, chargebacks, and policy variations, sustaining superior customer satisfaction ratings.
• Maintained precise case documentation and audit-ready MIS logs in strict compliance with internal SOPs and airline fare policies.

Senior Executive – Group Bookings (Flights) at IXIGO (2023-01 – 2025-01)

• Managed the complete group desk lifecycle: lead conversion, competitive fare negotiations, passenger data validation, seat blocking, ticketing, and post-sales support.
• Executed ticket issuance, re-issuance, and name corrections across global distribution systems (GDS) and proprietary airline portals.
• Partnered strategically with airline sales teams to negotiate favorable group quotes, optimizing booking margins and revenue generation.
• Collaborated with product and engineering teams to identify, report, and test fixes for recurring booking engine bugs, improving checkout stability.

Associate – Sales Operations at UPGRAD CAMPUS (2022-01 – 2023-01)

• Spearheaded post-sales onboarding operations, customer documentation verification, and coordinated end-to-end loan disbursal processes.
• Facilitated inter-departmental communication between admissions, finance, and operations to streamline onboarding workflows and eliminate bottlenecks.
• Administered sales incentive structures, monitored performance efficiency, and generated comprehensive ad-hoc operational MIS reports for executive leadership.
• Trained and mentored newly joined associates on operational KRAs, lead handling standards, and CRM management.

Customer Service Executive – Airport Ground Operations at GO-FIRST LIMITED (2018-11 – 2021-10)

• Executed end-to-end passenger terminal services across check-in counters, boarding gates, baggage handling, and arrivals for high-frequency flights.
• Managed rebooking, itinerary modifications, and passenger accommodations during irregular flight operations (IROPS), delays, and cancellations.
• Collaborated with ramp, baggage, and security teams to maintain strict On-Time Performance (OTP) and comply with DGCA safety and security regulations.
• Delivered specialized passenger care for VIPs, unaccompanied minors (UMNR), and medical assistance cases with utmost professionalism.

Diploma in Aeronautical Engineering – Karavali Institute of Technology, Mangalore (2017)

Professional Certification in Professional Airport Management & Customer Care – APTECH Aviation, Bangalore (2018)

Bachelor of Arts in Tourism Studies – IGNOU, Bangalore