Technology & Innovation
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Open to workWork Type
Full TimePart TimeLocation Preference
On-SiteRemoteHybridLocation: Gurgaon, HRNoida, UPMumbai, MHBengaluru, KAHyderabad, TG
Open to relocation: Yes
Open To Work
Aditya Aggarwal
Operations & Customer Service Professional
Ghaziabad,UP
Work Preference
Summary
Professional with strong expertise in strategic analysis and project management, prepared for this role. Proven track record in driving impactful results through effective leadership, cross-functional collaboration, and adaptability to evolving business needs. Skilled in data analysis, process optimization, and stakeholder engagement. Known for reliability and results-focused mindset.
Overview
7
7
years of professional experience
2
2
Languages
3
3
Certificates
Work History
Senior Operations Associate
WNS Global Services Pvt. Ltd.
04.2026 - 07.2026
- Delivered chat-based customer support for Delta Air Lines (US), resolving inquiries and service requests with a focus on professionalism and customer satisfaction.
- Managed multiple simultaneous interactions in a high-volume, international environment, ensuring sustained customer satisfaction and optimal productivity.
- Led daily transaction processing, ensuring accuracy and adherence to client service standards.
- Monitored workflow queues, prioritized urgent cases, and maintained turnaround expectations.
Senior Operations Representative
Concentrix Daksh Services India Pvt. Ltd.
Gurugram, Haryana
09.2022 - 02.2026
- Resolved high-volume chat inquiries for U.S. e-commerce customers, effectively addressing account, order, refund, replacement, and return issues to ensure compliance with company policies.
- Promoted to Supervisor (Oct 2023): mentored team members during peak and night shifts, managed escalations, and enhanced SLA adherence.
- Achieved customer satisfaction, quality, and productivity targets through streamlined case management, and adherence to processes.
- Recognized with four performance awards for exceeding operational goals and delivering reliable customer service.
- Escalated critical issues to appropriate teams and ensured timely follow-through on pending cases
- Resolved complex customer inquiries across voice, chat, and email channels while maintaining service quality
Customer Service Officer
InterGlobe Aviation Ltd.
04.2019 - 12.2020
- Assisted passengers with travel inquiries and special requests, enhancing the overall passenger experience.
- Investigated and managed mishandled baggage cases, preparing reports, and coordinating follow-up actions to expedite recovery.
- Earned 50+ recommendations and multiple commendations from senior staff, the highest among peers.
- Coordinated passenger check-in, boarding, and baggage acceptance using airline departure control systems.
- Resolved passenger queries, special assistance requests, and service disruptions with accurate, timely communication.
Industrial Training
Industrial Training – Hospitality Operations
The Leela Ambience Convention Hotel, Delhi
July 2016 – October 2016
- Supported banquet and kitchen operations during high-volume shifts.
- Coordinated service flow between operational teams to support smooth event and guest-service delivery.
- Gained practical experience in hospitality operations, guest service, teamwork, and service coordination.
- Received a “Star Trainee” certificate in recognition of reliability, stamina, and commitment demonstrated by successfully completing consecutive 18-hour shifts every day for one week during industrial training.
Education
MBA - Business Analytics
Amity University Online
Noida07-2024
B.Sc. - Hospitality & Hotel Administration
IHM Meerut
Meerut12-2020
Skills
Operations Management
Process Improvement
Data interpretation
Business Analytics
Customer relationship management
Microsoft Power BI
Team leadership
Team supervision
Awards
4 performance awards, 50+ recommendations, multiple commendations from senior staff—the highest among peers
Interests
Generative AI
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Data Visualisation: Empowering Business with Effective Insights – Job Simulation — Tata
07-2026
GenAI for Proposal Generation – Job Simulation — EAB
07-2026
Project Completion Certificate – Passenger Satisfaction Study
04-2026
Senior Operations Associate
WNS Global Services Pvt. Ltd.
04.2026 - 07.2026
Senior Operations Representative
Concentrix Daksh Services India Pvt. Ltd.
09.2022 - 02.2026
Customer Service Officer
InterGlobe Aviation Ltd.
04.2019 - 12.2020
B.Sc. - Hospitality & Hotel Administration
IHM Meerut
MBA - Business Analytics
Amity University Online
Quote
Questions confine answers. When there are no longer questions, answers are no longer bound by them.
Lao Tzu
Languages
Hindi
Bilingual or Proficient (C2)
English
Advanced (C1)
Additional Information
MBA in Business Analytics with 5+ years of experience across airline, e-commerce, and international customer operations. Experienced in customer service, chat-based operations, complaint and escalation handling, process coordination, and team support. Completed all four semesters of the MBA in Business Analytics with a CGPA of 7.68/10, with knowledge of Data Analysis, Power BI, predictive analytics, forecasting, and business intelligence. Currently seeking opportunities in Business Analytics, Business Analysis, Operations Analysis, and MIS, where I can combine my operational experience with analytical skills to support data-driven decision-making and process improvement.
Software
Microsoft Power BI
Microsoft Excel
Microsoft Word
Microsoft PowerPoint
CRM Software
Portfolio
FEATURED
Predictive Analytics for Enhancing Customer Retention and Loyalty Strategies in the Retail Sector
Passenger Satisfaction and Service Quality Assessment at Commercial Airports
Certification
Project Completion Certificate – Passenger Satisfaction Study
Accomplishments
- Temporarily promoted to Supervisor at Concentrix in October 2023, supporting team members, handling escalations, and helping maintain SLA compliance.
- Received 4 performance-based awards at Concentrix for consistently exceeding operational goals and delivering reliable customer service.
- Received 50+ customer recommendations and multiple commendations at IndiGo, with the highest number among peers.
- Received a “Star Trainee” certificate during hospitality industrial training for reliability, stamina, and commitment demonstrated through consecutive 18-hour shifts for one week.
- Completed all four semesters of an MBA in Business Analytics with a final CGPA of 7.68/10 and First Division.