Ashish Madan
SR. Process Trainer
Delhi
Summary
Training and Learning & Development professional with 9+ years of experience in airline operations, capability building, onboarding, and performance improvement. Skilled in conducting TNA, designing onboarding interventions, coaching teams, and supporting large-scale ramp-up initiatives in travel operations. Proven ability to improve PKT outcomes, strengthen team readiness, and align learning solutions with business goals.
Overview
10
10
years of professional experience
Work History
Sr. Process Trainer
Ienergizer IT Services
05.2024 - Current
- Deliver Amadeus, and process training for new hires and existing advisors in a fast-paced airline operations environment.
- Conduct a Training Needs Analysis (TNA) to identify skill gaps and tailor interventions for stronger learning outcomes.
- Designed and led onboarding and OJT programs that supported the ramp-up from 80 to 190 headcount.
- Achieved over 90% in client PKT scores against an 85% benchmark through coaching, reinforcement, and floor support.
- Provide ongoing floor support to ensure a smoother transition from training to operations, and sustained quality performance.
Team Leader, Sales Operations
EBS - Enhance Business Solutions
07.2022 - 10.2023
- Led a 15-20 member sales operations team across bookings, ticketing, re-issuance, and complex itinerary support.
- Used Amadeus, Galileo, and Sabre to handle PNR changes, fare construction, and ticket accuracy.
- Improved CSAT by 10% through workflow optimization, better coaching, and stronger handling practices.
- Conducted training for new joiners on GDS usage, SOPs, and process best practices.
- Worked with stakeholders to improve capability, accuracy, and daily operational performance.
Team Leader, Sales Operations
Prakhar Travels
01.2020 - 06.2022
- Supervised a 10-member team handling ticketing, refunds, and itinerary modifications.
- Introduced process changes that reduced case resolution time by 20% and improved SLA compliance.
- Coached team members on accuracy, escalation handling, and customer communication.
- Coordinated with senior management to align performance with business goals.
Sr. Travel Executive
Onkar Infotech Pvt. Ltd
12.2018 - 12.2019
- Processed international flight bookings and ticket changes using GDS platforms.
- Maintained service quality while meeting high-volume operational targets.
- Supported team members with GDS queries to improve accuracy and resolution speed.
Sr. Travel Executive
Ibibo Group Pvt Ltd
09.2016 - 01.2018
- Managed ticket approvals, re-issuance, and escalations for domestic and international travel.
- Delivered timely customer service while maintaining operational accuracy.
- Coordinated with internal teams to ensure smooth execution of travel processes.
Education
Bachelor of Arts -
Delhi University
New Delhi, India 04.2001 -
Skills
- Training Design
- TNA
- OJT
- Process Training
- Floor Support
- Coaching
- Quality Improvement
- Airline Operations
- GDS Platform
- Performance Tracking
- Escalation Resolutions
Timeline
Sr. Process Trainer
Ienergizer IT Services
05.2024 - Current
Team Leader, Sales Operations
EBS - Enhance Business Solutions
07.2022 - 10.2023
Team Leader, Sales Operations
Prakhar Travels
01.2020 - 06.2022
Sr. Travel Executive
Onkar Infotech Pvt. Ltd
12.2018 - 12.2019
Sr. Travel Executive
Ibibo Group Pvt Ltd
09.2016 - 01.2018
Bachelor of Arts -
Delhi University
04.2001 -