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.
