Summary
Overview
Work History
Education
Skills
Software
Timeline
Hobbies
Generic

Abhra Mandal

Lead Associate Process Training
New Delhi

Summary

Results-driven professional with a rapid trajectory from customer service to training and operations leadership. Over 3 years of experience in the travel domain, with a proven track record at WNS Global as a Lead Associate Process Trainer specializing in Global Distribution Systems (GDS) and New Hire Training (NHT). Combines a strong operational foundation with expertise in team leadership, process improvement, and problem resolution. Actively seeking an Operations Lead role to leverage these skills to drive business objectives and operational excellence.

Overview

3
3
years of professional experience
3
3
Languages

Work History

Lead Associate Process Trainer (GDS & NHT)

WNS Global Pvt Ltd
06.2025 - Current
  • Design, facilitate, and deliver training programs in travel industry operations, flight reservations, and Global Distribution Systems (GDS).
  • Evaluate trainee performance, providing targeted coaching and feedback to ensure high operational readiness and compliance with BPO industry standards.
  • Achieved a 100% certification and graduation rate across all assigned new hire training batches by implementing effective and engaging training methodologies.
  • Direct and mentor teams of trainees through nesting phases, monitoring Key Performance Indicators (KPIs) and operational SLAs to ensure seamless transitions to the production floor.
  • Act as a core operational escalation point, addressing workflow bottlenecks, managing floor support requirements, and driving continuous process improvements to boost team efficiency.

Senior Associate

WNS Global Pvt Ltd
04.2024 - 06.2025
  • Managed end-to-end customer travel arrangements, delivering exceptional service during complex booking scenarios.
  • Executed flight rebooking, processed cancellations, and successfully upsold and added travel ancillaries.
  • Mentored junior team members and maintained high quality-assurance scores, leading to a promotion to Senior Associate and subsequently to the training team.

Associate

WNS Global Pvt Ltd
04.2023 - 04.2024
  • Delivered high-quality customer service in a fast-paced BPO environment, handling travel bookings and reservations.

Education

MBA - Project Management

North East Christian University
06-2024

Bachelor - Business Economics

Shivaji College, Delhi University
06-2022

Skills

Industry Knowledge

Travel & Tourism

Flight Reservations

BPO Operations

Technical Skills

Global Distribution Systems (GDS)

Data Analysis & Reporting

Training & Leadership

Software

Amadeus

Sabre

Galileo

NDC Portals

Microsoft Office

Timeline

Lead Associate Process Trainer (GDS & NHT)

WNS Global Pvt Ltd
06.2025 - Current

Senior Associate

WNS Global Pvt Ltd
04.2024 - 06.2025

Associate

WNS Global Pvt Ltd
04.2023 - 04.2024

MBA - Project Management

North East Christian University

Bachelor - Business Economics

Shivaji College, Delhi University

Hobbies

Reading Books

Playing Chess

Drawing

Singing

Abhra MandalLead Associate Process Training