Amadeus
AASHI GUPTA
Team Leader- Operations
Ghaziabad
Summary
Goal-oriented Operations Team Lead with exceptional customer relations, conflict resolution and safety management skills. Sound judgment and self-directed mindset to handle routine and complex challenges with minimal oversight. Well-versed in setting team targets, monitoring performance and documenting results. Skilled multitasker with an organized and diligent approach to tackling any issue and developing effective resolutions. Proficient in Amadeus (GUI & Cryptic), Sabre and Farelogix.
Overview
3
3
years of professional experience
19
19
years of post-secondary education
2
2
Languages
Work History
Operations Team Leader
Air India, IEnergizer
09.2023 - Current
- Handle client escalations over email,
- Established clear communication channels that ensured the timely exchange of information between team members and client
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Conduct ongoing analysis of KPIs to identify areas for improvement and implement necessary changes.
- Achieved high levels of customer satisfaction with timely problem resolution and effective communication.
- Streamlined team processes for increased efficiency and productivity.
- Reviewe individual performance metrics, offering constructive feedback and coaching to drive continuous improvement.
Operations Team Leader
Odigeo, IGT SolutionPvt. Ltd.
08.2022 - 09.2023
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Implemented employee recognition programs that boosted morale and increased retention rates within the team.
Process Associate
Expedia, IGT Solution Pvt. Ltd.
07.2021 - 08.2023
- Handle day to day airline schedule changes, Handle Involuntary Changes Based on 'Time to Departure', Identify Specific Type of Uncancelled Segment (HX) Status, Degree of Change Allowance and accordingly inform the customer via email or call, Managing Unique Situations; such as Downgrades in Cabin and Local Minimum Connect Time Changes, Not Communicated Via Normal ASC Processing, Airline Debit Memo (ADM) Processing
Education
MBA -
Institute of Management Technology (center for distance learning)
Bachelor of Arts - English
Maharaja Agrasen College, University of Delhi
Delhi, India 04.2001 - 04.2020
Creative Thinking and design Development -
National Institute Of Fashion Technology, New Delhi
Delhi, IndiaHSC - undefined
C.B.S.E.
SSC - undefined
C.B.S.E.
Skills
Workforce Planning
Process Development
Operational Excellence
Compliance requirements
Issue triaging
Quality controls
Efficiency optimization
Software Knowledge
Production Planning
Team Management
Feedback Delivery
Call Documentation
Internship
Internship at The Campus Connect as a Campus Ambassador for the 3rd Edition of the Certified National Conference: Global Youth Leadership Conference 2018
Activities
- Member of Organizing Committee of Interact Club in School
- Won Prizes in various dance competitions at School event
- Participation in Art and crafts events at Collage/ school event
- Involved in organizing and participated in various events in the school
- Worked for the College, Designed Banners for the events
- Active Participation in Many Technical Workshops / Seminar
Personal Information
- Father's Name: Sanjay Kumar
- Date of Birth: 06/17/97
Leisure Activities
- Dancing
- Travelling
- Reading
- Cooking
Confirmation
I confirm that the information provided by me is true to the best of my knowledge and belief.
Software
Sabre
Farelogix
Advanced Excel
Timeline
Operations Team Leader
Air India, IEnergizer
09.2023 - Current
Operations Team Leader
Odigeo, IGT SolutionPvt. Ltd.
08.2022 - 09.2023
Process Associate
Expedia, IGT Solution Pvt. Ltd.
07.2021 - 08.2023
Bachelor of Arts - English
Maharaja Agrasen College, University of Delhi
04.2001 - 04.2020
MBA -
Institute of Management Technology (center for distance learning)
Creative Thinking and design Development -
National Institute Of Fashion Technology, New Delhi
HSC - undefined
C.B.S.E.
SSC - undefined
C.B.S.E.