Danish Iqbal Sayed

• Handling customer service team. Serving Expedia customers for hotels, flights, car rentals, insurance and package bookings.
• Developed strategic plans to enhance corporate client engagement in multiple regions.
• Managed operational workflows to streamline processes and reduce turnaround time for ticket reissues and cancellations.
• Collaborated with cross-functional teams to ensure alignment on client requirements and service delivery.
• Analyzed sales data to identify trends and opportunities for improving product offerings and client relations.

Team Leader – Escalations & Customer Service Support

• Led customer and management escalation tasks, ensuring timely and effective resolution of high-priority issues.
• Monitored the supervisor call-back queue; handled escalated customer cases via phone and email to ensure timely follow-up and resolution.
• Assigned call-back and pending cases to other leads on duty to ensure balanced workload distribution and consistent service delivery.
• Resolved customer escalations and complaints within 24 hours, consistently achieving service-level targets.
• Ensured First Call Resolution (FCR) on every callback, driving customer satisfaction and reducing repeat contacts.
• Coordinated with the support team to handle post-callback services such as rebooking, refunds, and compensation.
• Communicated callback details to customers via email, including solutions provided and expected turnaround times.
• Liaised with Customer Care, Payout, and Refunds teams to take further actions needed for case closure.
• Followed up on pending requests and escalated loss approvals to senior management when necessary.
• Maintained a comprehensive callback tracker and regularly updated the reporting manager on status and progress.
• Managed and updated the loss tracker sheet with detailed inputs for biweekly senior management reviews.

• Set clear objectives, define roles and responsibilities and ensure each team member aligns with the team's vision.
• Ensure team compliance with company policies and procedures.
• Communicate expectations, goals and feedback to the group regularly and resolve any concerns or issues actively.
• Identify and address conflicts early, facilitating discussions and finding satisfactory solutions for all parties involved.
• Recognize and reward good performance, provide feedback and encourage professional development.
• Support team members' professional development by providing opportunities for training and growth.
• Support and guide team members to ensure they meet their individual targets and KPIs.
• Generate reports on team performance and provide regular updates to senior management concerns or issues actively.

Job Objectives -

• FTEs - 18 (Team Size)
• GDS - Sabre, Apollo, Galileo and Amadeus.
• Reporting Tools - Looker, Qlik Sense, Qualtrics, Genesys.
• Projects - NDS, Process Improvement.
• Process Handlings - Calls, Chats, Emails.

Team Leader – Escalations & Customer Service Support

• Led customer and management escalation tasks, ensuring timely and effective resolution of high-priority issues.
• Monitored the supervisor call-back queue; handled escalated customer cases via phone and email to ensure timely follow-up and resolution.
• Assigned call-back and pending cases to other leads on duty to ensure balanced workload distribution and consistent service delivery.
• Resolved customer escalations and complaints within 24 hours, consistently achieving service-level targets.
• Ensured First Call Resolution (FCR) on every callback, driving customer satisfaction and reducing repeat contacts.
• Coordinated with the support team to handle post-callback services such as rebooking, refunds, and compensation.
• Communicated callback details to customers via email, including solutions provided and expected turnaround times.
• Liaised with Customer Care, Payout, and Refunds teams to take further actions needed for case closure.
• Followed up on pending requests and escalated loss approvals to senior management when necessary.
• Maintained a comprehensive callback tracker and regularly updated the reporting manager on status and progress.
• Managed and updated the loss tracker sheet with detailed inputs for biweekly senior management reviews.

• Working on reservation system SABRE.
• Handling corporate clients (America, Europe, Asia pacific).
• Sending travel quotation via email for (AIR, HOTEL, RAIL, CAR).
• Issuing fresh tickets by generating PNR on system.
• Amendments, cancellation, reissue, rebooking of tickets.
• Updating seat request and other services on PNR.
• Sending flight details and new itinerary on clients email address.
• Maintaining passenger's data and MIS reports.

• Worked on reservation system (SABRE RED).
• Handling queues of PNR for major airlines of North America.
• Handling airline schedule change of various airlines.
• Reissuing tickets on basis of airlines guidelines.
• Dealing with airlines for reissues and refund policies.
• Providing flight options and information to passenger on calls.
• Sending flight details and new itinerary on passengers email address.
• Updating seat request and other services.
• Maintaining passenger's data on system.

• Worked on EASY MARS Emirates airline reservation system.
• Issuing fresh tickets by generating PNR on system and amendments to existing reservations.
• Cancellation, reissue, rebooking of tickets on the basis of cash or card.
• Booking Special & VIP Requests.(WCHR, UMNR, Chauffer drive, Seats, Meals)

• Preparing Container Charts for departure flights.
• Preparing catering orders.
• Preparing Advanced Crew Information list.(ACI).
• Pre flight seat allocation for SSR and OSI.
• Distribution of passenger and flight crew name list to Immigrations, Customs.
• Check in passengers to various destinations with effective verification of documents.
• Handle passengers with queries, boarding area, crew clearance.
• Handling Immigrations, Customs, and CISF formalities for departure flights.
• Assisting VIP, CIP, UMNR and Priority passengers along with UMNR.
• Handling passengers with Mishandled Baggage.
• Preparing passengers Irregularity reports as well as AOC for the Baggage.
• Handling Immigrations, Customs and CISF formalities for arrival flights.

• Worked on reservation system (SABER).
• Issuing fresh ticket by generating PNR on system.
• Cancellation, reissue, rebooking of ticket on the basis of cash or card.
• Ground support to flight operations.

• Preparing Container Charts for departure flights.
• Preparing catering orders.
• Preparing Advanced Crew Information list.(ACI).
• Pre flight seat allocation for SSR and OSI.
• Distribution of passenger and flight crew name list to Immigrations, Customs.
• Check in passengers to various destinations with effective verification of documents.
• Handle passengers with queries.
• Handling the boarding area.
• Departure crew clearance.
• Handling Immigrations, Customs, and CISF formalities for departure flights.
• Assisting VIP, CIP, UMNR and Priority passengers.
• Handling passengers with Mishandled Baggage.
• Preparing passengers Irregularity reports as well as AOC for the Baggage.
• Handling Immigrations, Customs and CISF formalities for arrival flights.
• Assisting VIP, CIP, UMNR and Priority passengers.
• Provide effective Ground Service.