Summary
Overview
Work History
Education
Skills
Interests
Accomplishments
Timeline
Generic
Emad Ahmed Khan

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
Mumbai
08.2021

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
Emad Ahmed KhanTravel Consultant