Love to play Cricket in the free time
Dilshad Shahban Shaikh
Travel Operations Leader
Mumbai
Summary
Dynamic individual with hands-on experience of 8+ years in travel operations and customer service. Brings strong problem-solving skills and proactive approach to new tasks. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
9
9
years of professional experience
5
5
Certifications
3
3
Languages
Work History
Team Leader (Chat & Voice)
Etraveli Group Ltd
08.2019 - 11.2024
- As a Team Leader (Chat & Voice) in the travel operations sector, I managed and led teams responsible for the end-to-end customer service process across both synchronous Voice and asynchronous Chat lines of business. My focus was on driving operational excellence, maintaining high service quality, and fostering a productive team environment.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Maintain team compliance with company policies and procedures.
- Recognize and reward good performance.
- Support professional development through opportunities for training and growth.
- Actively resolve any concerns or issues.
- Generate reports on team performance.
- Provide regular updates to senior management regarding concerns or issues.
- Evaluated team member performance against established objectives (AHT, CSAT, and Quality) during regular reviews, offering praise for achievements, or identifying areas requiring further development.
- Increased customer satisfaction (CSAT) ratings by closely monitoring service quality standards, and addressing any issues promptly.
Senior Executive
Dun & Bradstreet (CIBIL)
08.2018 - 07.2019
- As a Senior Executive at Dun & Bradstreet (CIBIL), my primary responsibility was the precise and timely management of customer credit data disputes. My role was critical in ensuring data accuracy, and maintaining strong customer trust.
- My key responsibilities included:
- Successfully managed customer CIBIL dispute queries.
- Acted as the crucial liaison, and coordinated with banks for data correction.
- Ensured clear communication by delivering updated reports to customers upon successful resolution.
Senior Associate (Delta Air Lines)
Wipro Ltd, Mumbai, Delta Airlines
09.2015 - 02.2018
- As a Senior Associate supporting Delta Air Lines at Wipro, my role was focused on providing premium, high-quality customer service to the airline's most valued customers, the Medallion members.
- My key responsibilities included:
- Specifically assisted Gold, Silver, and Platinum Medallion members with their comprehensive travel needs.
- Expertly managed ticketing, upgrades, and reservations using specialized airline systems (GDS, Axis, and Amadeus systems).
- Provided critical support for various essential services, including baggage claims, TSA PreCheck, and SkyMiles updates.
Education
B. Com - Commerce
Mumbai University
Mumbai, India 04.2001 -
HSC - Commerce
Mumbai University
Mumbai, India01-2009
SSC - SSC
Maharashtra Board
Mumbai, India01-2007
Skills
Positive and dedicated work approach
Operational efficiency focus
Team leadership
Cross-functional teamwork
Documentation and reporting
Shift scheduling
Attention to detail
Certification
Consistently Recognized for high-quality scores performance. (ETG and Wipro)
Interests
Passionate towards singing and listening to music
Declaration
I hereby declare that the information provided above is true and correct to the best of my knowledge. Place: Mumbai Signature: _________________(Dilshad Shaikh)
Timeline
Team Leader (Chat & Voice)
Etraveli Group Ltd
08.2019 - 11.2024
Senior Executive
Dun & Bradstreet (CIBIL)
08.2018 - 07.2019
Senior Associate (Delta Air Lines)
Wipro Ltd, Mumbai, Delta Airlines
09.2015 - 02.2018
B. Com - Commerce
Mumbai University
04.2001 -
HSC - Commerce
Mumbai University
SSC - SSC
Maharashtra Board