Ratish Nair
Bangalore
Summary
Proactive and meticulous Operations Management Professional with over 7 years of experience in Airlines, Hospitality, Finance, Sales & Marketing industry. Proficiencies in Customer Service Management, Regulatory Compliance, Operations Management, Staff Training and Development, Reporting, and MIS.
Overview
7
7
years of professional experience
Work History
Team Lead – Inside Sales
Livspace India
01.2024 - Current
- Leading the Inside Sales team in Hyderabad with a focus on consistent target achievement and revenue contribution to the organization.
- Managing a high-performing sales team by ensuring adherence to Standard Operating Procedures (SOPs) and maintaining call quality standards.
- Planning and managing manpower requirements, coordinating across departments to ensure adequate staffing and resource allocation for qualified customer projects.
- Conducting regular audits of team performance, implementing process improvements, and driving initiatives to enhance the productivity and effectiveness of the inside sales function.
- Supporting team members through continuous guidance, performance feedback, and fostering a culture of accountability and goal orientation.
- Played a pivotal role in aligning sales strategy with company objectives, contributing to department-level growth and service excellence.
- Managed over 1,000 outbound calls per day, successfully converting 1,400 qualified customers within a month.
Assistant Manager
KFin Technologies Limited
12.2023 - 01.2025
- Assisted in development and implementation of communication plans for internal teams and clients.
- Investigated irregular transactions in folios, errors in statement of accounts, incorrect debited amount in monthly SIP schemes, and discrepancies in communication with investors, distributors and partners, ensuring timely resolution and process improvements.
- Responded to client inquiries and complaints via email in a timely and professional manner.
- Coordinated with internal teams to implement and achieving targets for releasing communications to Investors, Distributors and Partners, based on client requirements.
- Led Client-centric Transformation and Enhancement Process projects by raising Business requirements and addressing client requirements.
- Supervised daily operations to meet performance, quality and service standards.
- Handled service requests from 24 Asset Management Companies including Bajaj, Edelweiss, Canara Robeco.
- Coordinated with Vendors like Netcore, Route mobile, Value first to implement required services using platforms such as Netcore and Route Mobile.
- Managed Panel communication templates and ensured whitelisting for email management services in compliance with SEBI and AMFI guidelines for investor, distributor and partner awareness.
Senior Customer Service Executive
Indigo Airlines
08.2018 - 09.2023
- Over 5 Years of experience in Interglobe Aviation Limited (INDIGO) at Rajiv Gandhi International Airport, in Airport Operation and Customer service department.
- Assisted domestic and International customers for reservation, check-ins, cancellations of bookings and rescheduling tickets due to irregular operations.
- Focused on cross-sell & up-sell opportunity by pursuing customers to enhance the revenue from reservation counters.
- Handled queries and complaints related to compensation delays and monetary disputes for staff and customers.
- Collected evidence and prepared comprehensive reports, categorizing investigation findings for upper management's review and decision-making.
- Initiated Investigation into the loss of valuables, theft cases, pilferage and lost or damaged check-in baggage, ensuring prompt resolution.
- Processed and offered compensation to customers for high-sensitivity DPR cases at airport stations, ensuring timely case closure.
- Have experience as Boarding gate staff where I ensured boarding of manifested passengers and timely gate closures with effective coordination Ramp team.
- Managed international operations for arrivals and departures, including document verification for visas to prevent fraudulent activities.
- Identified challenges encountered by the customer and provided the best solution/service.
- Handled customer issues efficiently by closing the tickets on the same day.
Education
Bachelor in Commerce -
Kalinga University
Raipur, India01.2019
Diploma - Diploma in Aviation, Hospitality And Tourism
International Institue of Aviation
Bhilai, Chattisgarh03-2017
Skills
- System/ Software Skills : GoNow, Skyspeed, World Tracer Web, Navitaire, Kbolt, Service Desk, Task MF, RouteMobile, Sales Force, MS Word, MS Excel, MS PowerPoint
- Escalation & Operations Management
- Fraud Investigations & Internal Audit
- Staff Training & Process Development
- Customer Experience Management
- Conflict Management & Negotiation
- Leadership
- Reporting & Compliance
Accomplishments
- 08/01/20, Received the Monthly award for best performer in overall operations.
- 02/01/21, Awarded 'Just For Each Other' by the Raipur team for supporting customers by tracing their lost baggage.
- 10/01/21, Recognized for efficient and quick coordination with Customers.
- 11/01/21, Recognized as the best performer and key supporter in clearing out baggage due to major baggage belt failure in Bangalore, Delhi, Kolkata cities.
- 03/01/24, Recognized for successfully completing a client project within one month, instead of the expected three months, making it live for investors of 10 Asset Management companies.
Personal Information
- Passport Number: Z4292645
- Date of Birth: 02/10/97
- Gender: Male
Listening Music, Travelling
Music enthusiast and avid traveler with a passion for exploring diverse cultures and sounds. Enjoy discovering new genres, attending live performances, and immersing in different traditions through travel experiences.
Languages
Malayalam
Advanced (C1)
English
Advanced (C1)
Hindi
Advanced (C1)
Timeline
Team Lead – Inside Sales
Livspace India
01.2024 - Current
Assistant Manager
KFin Technologies Limited
12.2023 - 01.2025
Senior Customer Service Executive
Indigo Airlines
08.2018 - 09.2023
Bachelor in Commerce -
Kalinga University
Diploma - Diploma in Aviation, Hospitality And Tourism
International Institue of Aviation