AJAY SHOKEEN
New Delhi
Summary
"Experienced and versatile travel professional with 4 years of expertise in customer handling, Baggage Recovery, air ticketing, and reservations. Deep understanding of aviation operations, loyalty programs, and systems, coupled with proficiency in GDS and comprehensive knowledge of domestic and international destinations."
Overview
5
5
years of professional experience
Work History
Project Coordinator
SITA AERO
Gurgaon
04.2024 - Current
- Manage delivery of Airline Messaging Services, coordinating requests from diverse Aviation Sector stakeholders.
- Efficiently oversee daily operations using SODA, SNOW, and SITA's Internal Tools.
- Direct management and delivery of IATA Type B & Type X messaging services.
- Ensure swift issue resolution through timely escalations to specialized resolver groups within and outside SITA, adhering to customer contracts and SLAs.
- Coordinate with internal and external stakeholders to ensure seamless project completion.
- Prepare and present comprehensive status reports to stakeholders and management.
- Facilitate stakeholder meetings to define project requirements and objectives.
- Stay abreast of product offerings and functionalities to enhance product knowledge and support.
VISA Support Specialist
CIBT VISA's
Gurgaon
10.2023 - 04.2024
- Managed E-Visa processing for Fortune 500 corporate clients, encompassing 75% of clientele.
- Handled email correspondence within SLAs, ensuring prompt and professional communication.
- Verified Embassy-issued visas for accuracy before client delivery.
- Conducted thorough audits of processed visas to uphold policy standards.
- Implemented regular audits to maintain data accuracy for clients.
Team Leader, CSC - Management
Praxis Services-IMPLANT(Vistara Head Office)
Gurgaon
10.2022 - 06.2023
- Managed operations and controls for Vistara and its vendors, including various CSCs such as Praxis.
- Tracked and documented all financial and non-financial errors made by Contact Centers.
- Published monthly financial error reports following audit checks.
- Prevented revenue loss by auditing transactions impacting revenue, including tickets, waivers, and EMDs, ensuring adherence to correct processes.
- Conducted weekly meetings to review CSC performance, address issues, and devise solutions.
- Provided approvals and resolutions for escalations and IRROP situations.
- Coordinated between Vistara and CSCs to ensure smooth operations.
- Participated in regular meetings with senior leadership to amend and review policies.
Supervisor, Operations
Praxis Services
Gurgaon
10.2020 - 10.2022
- Interacted with Vistara Airlines' Platinum and Gold members, providing personalized service.
- Provided guidance and direction to team members regarding their duties.
- Supervised a team of 15-20 people, conducting weekly briefings to ensure smooth operations.
- Managed Amadeus for reservation tasks, including creation, amendments, and cancellations.
- Handled escalations from the CEO Desk and member inquiries effectively.
- Mentored new agents to ensure their successful integration into daily operations.
- Managed daily email volume, ensuring timely resolutions as per defined timelines (TAT).
- Oversaw floor operations and call volumes, meeting predefined SLAs.
Associate- Customer Management
Carlson Wagonlit Travel
Gurgaon
01.2020 - 04.2020
- Generated daily reports on domestic and international hotel bookings.
- Followed up with hotels post-reservations via phone and email.
- Utilized software such as Amadeus and Galileo to verify reservation details and customer travel itineraries.
- Resolved payment issues and non-reflecting reservations to optimize business processes.
- Coordinated with the Operations Team to address requirements and process flaws.
- Minimized business losses due to payment failures and other issues.
Customer Service Representative
Allsec Technologies
- Assisted customers with product selection, ordering, billing, returns, exchanges, and technical support.
- Maintained professionalism while resolving issues with challenging customers.
Education
Bachelor of Business Administration - Business Administration And Management
Sikkim Manipal University
IATA Certification - Selling & Managing Airline Reservation & Ticketing
TOC Institute Of Travel Management
Skills
- Project Management
- Customer Relation Management
- GDS- Amadeus, Galileo
- Team Management
- Escalations Management
- SODA & SNOW Tools, Sales Force
- Ticketing & Baggage Management & Recovery
- Auditing
Accomplishments
- "Contributed to Project Neev – Vistara's Loyalty Program initiative, collaborating with a team to enhance 'CLUB VISTARA' into a premier domestic and international airline loyalty program. Played a key role in refining policies to meet customer needs and elevate program excellence."
- "Redesigned Vistara's Baggage Policy, focusing on resolving complexities associated with the Economy Lite Fare. Addressed customer challenges regarding baggage restrictions when upgrading from economy to higher cabins. Successfully advocated for policy refinement through presentation to senior management."
Languages
- English, Proficient
- Hindi, Proficient
Timeline
Project Coordinator
SITA AERO
04.2024 - Current
VISA Support Specialist
CIBT VISA's
10.2023 - 04.2024
Team Leader, CSC - Management
Praxis Services-IMPLANT(Vistara Head Office)
10.2022 - 06.2023
Supervisor, Operations
Praxis Services
10.2020 - 10.2022
Associate- Customer Management
Carlson Wagonlit Travel
01.2020 - 04.2020
Customer Service Representative
Allsec Technologies
Bachelor of Business Administration - Business Administration And Management
Sikkim Manipal University
IATA Certification - Selling & Managing Airline Reservation & Ticketing
TOC Institute Of Travel Management
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