MANOJ KUMAR
Airline IT Level 2 Helpdesk
B-75, Punjabi Basti, Baljeet Nagar, New Delhi,DL
Summary
Talented helpdesk Analyst with extensive experience in customer service. Experienced Lead associate operation with over 9 years of experience in Airline Industry. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
1
1
Language
Work History
Lead Operations Associate
IGT Solutions PVT. LTD.
Gurugram, Haryana
12.2015 - Current
- Working as Lead Associate operation for SITA Level 2 helpdesk.
- Managing a complete team.
- Handling many Airlines, those who are using SITA different applications. One of major Airline is Air India.
- Creating Incidents/Problem as per incident management & problem management in service now tool.
- We creates tickets as per SLA's. Acknowledge SLA, Triage SLA & Transfer SLA.
- Provides first call resolutions for defined problems and escalated tickets as necessary.
- We are working on many SITA applications. Such as DCS, RES, TKT, LDP, RI etc.
- We resolve the issue/query within define SLA & if needed we coordinate with application programmer for bug fixing.
- We did many UAT to load problem fix or a new change in application.
- Resolved 15+ trouble tickets per day through efficient triaging of problems.
- Assisted end users through email, phone and Teams Chat.
- Maintained 100% satisfaction rating in monthly end-user scoring through applied interpersonal skills and providing fast solutions.
- Streamlined office operations by computerizing activities, managing customer communications, tracking records and documents.
- Interact with all levels of staff to resolve various technical issues.
- Created plan to streamline onboarding and operational support for SITA clients.
- Monitored progress of variety of different applications issues until it gets resolve.
- Coached staff on daily performance and conducted evaluations to constructively address concerns.
Senior Customer Service Agent
Bird Worldwide Flight Services
New Delhi, Delhi
07.2012 - 12.2015
- Joined BWFS as a Trainee PSA (Passenger service associate).
- Promoted to CSA (Customer service agent) within six months.
- Worked as check-in agent for Air Arabia Airline & checked-in 50+ pax per day, also checked VISA for arriving international countries.
- Worked as Arrival staff. Handled Mishandled baggage issues of Air Arabia Airline.
- Worked as Admin staff for Air Arabia Airline.
- Worked as departure gate staff for Air Arabia Airline.
- Greeted customers and listened closely to problems described to determine solutions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Developed dynamic ownership skills by resolving challenging situations like flight delay, flight AOG, INAD, Deportee & Human Remains etc.
- Stocked and managed inventory like Boarding pass, baggage tag other stationaries.
- Promoted to Senior Customer service agent for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
Education
MBA - Information Systems
Sikkim Manipal University
University In Gangtok, SikkimBachelor of Science - Aircraft Maintenance Engineering
Indian Institute of Aircraft Engineering
07.2007 - 12.2010
XIIth,CBSE -
Govt. Sarvodaya Bal Vidyalaya
04.2006 - 05.2007
X, CBSE -
Govt. Sarvodaya Bal Vidyalaya
04.2004 - 05.2005
Skills
Well-trained in SITA DCS
Organization and Time Management
Basic Math
Teambuilding
Teamwork and Collaboration
Flexible and Adaptable
Additional Information
PERSONAL INFORMATION:
Date of Birth : 27th Sep ‘1989
Marital Status : Single.
Nationality : INDIAN.
Fathers Name : Mr Nagarmal Goyal
Mothers Name : Mrs Sushila Devi
Passport Number : U7908111
Timeline
Lead Operations Associate
IGT Solutions PVT. LTD.
12.2015 - Current
Senior Customer Service Agent
Bird Worldwide Flight Services
07.2012 - 12.2015
Bachelor of Science - Aircraft Maintenance Engineering
Indian Institute of Aircraft Engineering
07.2007 - 12.2010
XIIth,CBSE -
Govt. Sarvodaya Bal Vidyalaya
04.2006 - 05.2007
X, CBSE -
Govt. Sarvodaya Bal Vidyalaya
04.2004 - 05.2005
MBA - Information Systems
Sikkim Manipal University