Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Information
Timeline
Generic

Imran Khan

Bangalore

Summary

Dynamic leader in airline operations, recognized for enhancing team performance and driving productivity through effective mentoring and strategic collaboration.

Overview

14
14
years of professional experience

Work History

Supervisor

Akbar travels
bangalore
01.2025 - Current
  • Provided expert travel advice to clients on destinations and itineraries.
  • Coordinated travel arrangements, including flights.
  • Managed client inquiries and resolved booking issues effectively and efficiently.
  • Mainly coordination with GCC clients in the Saudi region.
  • Resolved customer complaints in a timely manner.
  • Ensured that all bookings were accurately entered into the system and invoiced correctly.

Flight Operations TL (Domestic & International)

Via.com
Bangalore
09.2017 - 01.2025
  • Managed a team of 55 individuals, enhancing productivity and schedule adherence.
  • Supported operation and support teams to identify knowledge gaps and implement solutions.
  • Liaised with sales team on strategic promotions, ensuring timely updates for all members.
  • Collaborated with marketing team on Google Ads campaigns to drive brand visibility.
  • Coached and mentored team members through monthly performance feedback sessions.
  • Analyzed team performance to recommend improvements in procedures and training.
  • Coordinated group flight bookings, ensuring seamless travel for large teams.
  • Negotiated with airlines to secure optimal rates and accommodations for group travel.

Subject Matter Expert

Via.com
Bangalore
03.2015 - 06.2017
  • I was responsible for Guiding / Managing the Email Support team/B2C Support Team
  • Responsible for New Hire process training, Cross skilling the tenured agents
  • Ensured process efficiency, improving customer experience, coordinating with all the business verticals by ensuring that service standards are met
  • Build strong relationship with airlines and managed day to day operational request/complaint was addressed
  • I was part of the team to launch agent details extractor feature which increased the SLA of support team and is currently been used across all the countries
  • I was part of the team to launch movies product for via.com B2B portal
  • I was assigned overseas project for Philippines, Indonesia, Singapore to assist, train & manage the operations
  • Answer escalation calls/emails and take full responsibility for dealing with relevant customer complaints, queries and request of information from the start to the end of the process

Travel Consultant

Via.com
Bangalore
09.2011 - 05.2014
  • I was responsible for handling query, request, complaint (QRC's) of Partners over Phone & Email
  • Processed Bookings through GALILEO & ABACUS enabled by coherent knowledge on both these platforms
  • Handled unforeseen problems and complaints by leading team in absence of Supervisor's
  • Delivering the highest standard of customer service
  • Building rapport and good relationships with all new and existing clients & ensuring their specific travel needs are met
  • Cancellation, re- issuance and Fare Rules to provide best quotes to customers
  • Responsible for reservations & ticketing for clients
  • Well conversant on international air bookings, fare rules, visa and passport rules
  • Ensure cheapest fare flight for clients
  • Report on clients reservations as per requests
  • Good liaison with airline
  • Brainstorm with the Product, Pricing & Ticketing team about the destinations, air route
  • Excellent analytical, good verbal & written communications, organizational & interpersonal skills
  • Issued most number of GDS Manual Tickets and Handled Group Bookings of LCC & GDS both

Education

B Com -

Alpha Institute of Management and Technology Science
India

Skills

  • Leadership and team management
  • Customer service excellence
  • Operational knowledge of airline systems (eg, Galileo, Sabre, Amadeus)
  • Problem solving and decision making
  • Group travel coordination and management
  • Knowledge of safety regulations and protocols

Accomplishments

  • Received commendations and appreciations from senior management and the client for designing and creating different Processes for Operations and Training
  • Awarded 4 times 'Star performer'
  • Awarded 'Team Lead' for 1 time
  • Assisted team in achieving the Internal quality target of '99.50% successfully' for all the months
  • Created step by step 'Training Manuals' and assisted process re engineering team in creating 'Process Flow Chart' our process

Personal Information

  • Passport Number: J2998417
  • Father's Name: Abdul Wajid
  • Date of birth: 06/01/86
  • Gender: Male
  • Nationality: Indian
  • Marital status: Married

Timeline

Supervisor

Akbar travels
01.2025 - Current

Flight Operations TL (Domestic & International)

Via.com
09.2017 - 01.2025

Subject Matter Expert

Via.com
03.2015 - 06.2017

Travel Consultant

Via.com
09.2011 - 05.2014

B Com -

Alpha Institute of Management and Technology Science

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Imran Khan