Anu Devi
Summary
Dynamic Senior Process Associate with extensive experience at IGT Solutions, excelling in airline reservations and ticketing. Proficient in GDS platforms like Amadeus, I consistently ensured compliance with IATA regulations while enhancing customer satisfaction through effective conflict resolution and clear communication. Recognized for minimizing revenue loss through meticulous fare calculations and documentation accuracy.
Overview
1
1
year of professional experience
Work History
Senior Process Associate
IGT Solutions
Gurgaon, India
01.2025 - 01.2026
- Managed airline reservations, ticketing, reissues, refunds, and cancellations using GDS platforms such as Amadeus / Sabre / Galileo
- Created, modified, and serviced Passenger Name Records (PNRs) in compliance with KLM and IATA policies
- Issued domestic and international tickets, including fare calculation, tax breakdown, and EMD processing
- Handled schedule changes, involuntary rerouting, and flight disruptions while ensuring customer satisfaction
- Provided fare rules interpretation, pricing, and availability for KLM and partner airlines
- Processed exchanges, refunds, and voids accurately to minimize revenue loss and ADM exposure
- Coordinated with airport operations, sales teams, and travel agents to resolve booking discrepancies
- Ensured compliance with airline procedures, safety standards, and service quality benchmarks
- Delivered timely customer support via phone/email for booking-related inquiries and post-ticketing issues
- Maintained accurate documentation and reports for audits and operational tracking
Education
High School Diploma -
Guru Nanak Fifth Centenary School
Dehradun, IndiaBSC Aviation Science -
Banasthali Vidyapith
Tonk, IndiaSkills
- Amadeus / Sabre / Galileo (any you’ve used)
- Airline Reservations & Ticketing
- PNR Creation & Servicing
- Fare Calculation & Pricing
- Ticket Reissue, Revalidation & Refunds
- EMD & Ancillary Services
- Schedule Change & Irregular Operations (IROPs)
- ADM Prevention & Fare Rule Compliance
- IATA Rules & Regulations
- Codeshare & Interline Bookings
- SkyTeam Partner Airlines Knowledge
- Seat Assignment & Special Service Requests (SSR)
- Visa, Travel & Baggage Regulations (basic)
GDS & Ticketing
Airline Operations
Customer Service
- Passenger Support & Query Resolution
- Conflict & Complaint Handling
- Call Handling & Email Support
- Service Recovery & Customer Satisfaction
- CRM Systems
- Microsoft Excel & MS Office
- Reservation Systems & Back-Office Tools
- Data Accuracy & Documentation
- Attention to Detail
- Time Management & Multitasking
- Problem-Solving
- Clear Communication
- Team Collaboration
- Stress Management in Fast-Paced Environments
Technical & Office Skills
Soft Skills
Timeline
Senior Process Associate
IGT Solutions
01.2025 - 01.2026
High School Diploma -
Guru Nanak Fifth Centenary School
BSC Aviation Science -
Banasthali Vidyapith