Emad Ahmed Khan
Travel Consultant
Mumbai
Summary
An experienced professional committed to delivering exceptional customer service and staying abreast of industry trends to provide clients with personalized and memorable journeys.
Overview
4
4
years of professional experience
2
2
Languages
Work History
Senior Process Associate
Tata Consultancy Services
01.2026 - Current
- Met month-end reporting objectives and deadlines.
- Identified modifications to processes and procedures that would promote better efficiency.
- Supervised team of process associates to enhance accountability, develop professional skills and improve efficiency.
- Increased customer satisfaction by promptly addressing concerns and providing effective solutions tailored to their needs.
- Managed critical projects, successfully meeting deadlines while maintaining high-quality outputs.
Senior Customer Service Advisor
WNS Global Services Pvt. Ltd.
03.2024 - 01.2026
- Analyzed > 1,000 travel agency support cases per month, identifying repeat issue patterns and improving case resolution efficiency by 18%
- Developed structured case-tracking datasets in internal CRM systems covering > 25 global agencies, enabling automated weekly reporting and SLA monitoring across key regions
- Collaborated with operations and product teams to streamline fare and ticketing workflows, reducing average resolution time from 48 hrs to < 40 hrs (17% improvement)
Senior Customer Service Executive
Concentrix
08.2023 - 05.2024
- Managed B2B and B2C client files, focusing on first-contact resolution and effectively addressing customer inquiries.
- Delivered personalized service to create memorable travel experiences, enhancing overall satisfaction and fostering client loyalty
- Ensured compliance with client-defined quality standards by delivering end-to-end solutions to the users, thereby enhancing service effectiveness and client satisfaction
Senior Customer Service Advisor
Wipro
05.2022 - 07.2023
- Resolved customer inquiries and issues swiftly, achieving a 95% satisfaction rating during tenure by developing tailored solutions that enhanced the overall travel experience for clients seeking personalized assistance
- Actively contributed to team meetings and training sessions, sharing insights and best practices to enhance overall customer service
Education
Masters in Commerce - Business Administration
University of Mumbai
Mumbai08.2021
Skills
Process Improvement
Operational efficiency
Analytical thinking
Altea Reservation Desktop
Amadeus
MS Office
B2B
Hotel Reservations
Car Rentals
Customer Service
Airline Ticketing
Rescheduling
Best Fare Quotation
Travel Consulting
Schedule Change Management
Excellent Written and Verbal communication
Interests
Street Photography, Indoor Games, Aircraft Spotting
Accomplishments
Best performer in Customer Satisfaction ratings (04/2023 - 06/2023)
Timeline
Senior Process Associate
Tata Consultancy Services
01.2026 - Current
Senior Customer Service Advisor
WNS Global Services Pvt. Ltd.
03.2024 - 01.2026
Senior Customer Service Executive
Concentrix
08.2023 - 05.2024
Senior Customer Service Advisor
Wipro
05.2022 - 07.2023
Masters in Commerce - Business Administration
University of Mumbai