Rajeev Nair

To utilize my education & other capabilities, with a self-motivated & positive approach within an organization that will help my professional and personal skills. Seeking a job demanding enough to utilize my full potential, this brings forth the leadership qualities in me. Willing to give 100% efforts to the realization of goals & have the ability to work under pressure to meet deadlines.

Floor Supervisor - USA GTT India Pvt Ltd

(2024-08 - 2025-10)

• GDS (Amadeus & Sabre)
• ARC Ticketing
• Fare Rules
• Reissuance
• Airline Coordination
• Team Handling
• Reporting

SME (Supervisor) - SkillSource IT

(2024-02 - 2024-07)

Act as a Subject Matter Expert (SME) for process-related queries, providing accurate and timely guidance to team members. Utilized strong knowledge of GDS systems – Amadeus and Sabre to support booking, ticketing, and issue resolution. Managed and supervised a team of 8–10 employees, ensuring productivity, quality, and adherence to SLAs.

Prepared and managed team rosters/schedules, ensuring adequate staffing and coverage as per business requirements. Monitored team performance and ensured adherence to SLAs, quality standards, and process guidelines. Handled complex cases, escalations, and customer issues, ensuring effective resolution.

Conducted quality checks and audits to maintain service excellence. Provided training, coaching, and continuous support to enhance team capability. Collaborated with stakeholders and cross-functional teams for process improvements and updates.

Ensured compliance with organizational policies and operational procedures. Assisted in reporting, performance tracking, and operational planning.

• Understanding of both the GDS, Amadeus & Sabre

Travel Executive Claims - Etraveli Group Private Limited

(2021-10 - 2023-09)

Handled invoicing for fresh tickets and reissues, ensuring accurate billing and documentation. My role in etraveli was to handle claims. Claims section is the mixture of Refunds and finance. To process refund as per the ticket rules (unused, Partial & out of sequence ticket). Claim involuntary refund.(unused, Partial & out of sequence ticket). Contact airlines through calls and emails if any Authorization is required. Manage and minimize errors and ADM's.

Issue Refund

Application and to issue ACM whenever required. Payouts and Invoicing.

Senior Travel Executive - Fareladder (Ovation Travel Group USA)

(2021-04 - 2021-10)

Providing service on B2B platform. We used to provide Fare solutions to Top Travel agencies in the USA and other regions. Providing Commissions to the travel agencies. Deep knowledge on Fare filling and how the fare is constructed. Providing the best available deal to the OTA agencies & partners. Deep knowledge on Published fare / Net fare / Tour Fares, Cruise fare & Bulk Fare (IT & BT fares). Handling Reissues and Refund / Voluntary & Involuntary.

Senior Travel Executive - WNS Global Services

(2015-05 - 2021-10)

Reservation &

• Ticketing on Amadeus &

• Sabre GDS system. Worked as Support agent providing Support to Frontline and Back office.

Monitoring

Frontline queues & clearing the Urgent PNR on priority. To handle FL dashboard and provide end to end resolution where payments are made by the passenger for Rebooking or Name correction. Providing end to end support from PNR Creation / fare construction/ Re-booking &

• Voluntary Cancellations. Reissuing tickets towards date change penalties, upgrades & reroutings involved. End to end resolutions on cases of Name changes and Name correction where follow ups and Extra Help is required. Cancellations on Amadeus (Voluntary and Involuntary (based as per airlines authorization or waiver code)). Working on Escalation &

• Claims provided by passenger. Working on cases which contains potential loss where incorrect cancellation or Re issue has been made &

• Airline debit memo. I have visited Sweden Etraveli headquarters (UPA office) for completing official and business meetings.

• Mentoring and handling a new team during OJT
• Driving the productivity for agents who are low in terms of productivity
• Auditing PNR and providing feedback, coaching wherever required
• Encouraging agents and help them to accomplish the task
• Strong decision making and problem solving skills
• Excellent communication skills, both written and verbal
• An ability to build rapport and trust quickly with working colleagues
• Able to prioritise tasks and workloads in order of importance
• Track record of delivering results with deadlines

Technical Support Engineer (Cisco Systems) - Customer Service India

(2009-04 - 2012-02)

Sr. Tele marketing Executive - Ceylon Infotech

(2012-04 - 2012-10)

Mphasis, an HP company

(2013-02 - 2014-09)

A pragmatic team player adaptive to any sort of working environment. Propensity to work hard with full commitment. Work proactively to achieve immediate and long-term goals. Collating and updating timeless reports & Flexible with Shift timings.

10th - SSC - Maharashtra Board

12th - NIOS