IRFAN TAJIR
LEAD - Travel Operations
Mumbai,MH
Summary
Highly experienced and results-oriented Travel Operations Lead with over 6 years of expertise across the airline, hotel, and car rental sectors. Expertly proficient in Amadeus, Sabre, and Farelogix GDS systems, with deep knowledge of complex manual pricing, ticketing, voluntary/involuntary exchanges, refunds, and schedule changes. Proven leader in account management, specializing in escalation resolution, quality auditing, process improvement, and team coaching to drive efficiency and compliance. Adept at creating performance reports and leading client discussions to enhance overall customer satisfaction and operational quality.
Overview
6
6
years of professional experience
Work History
Lead, Account Management
Sutherland (Expedia Process)
02.2025 - Current
- Manage and resolve high-priority escalations and ensure strict adherence to interval service compliance for flight, hotel, and car rental bookings.
- Conduct accurate and efficient handling of complex manual pricing, voluntary/involuntary refunds, and ticket exchanges.
- Lead regular quality audits, provide actionable feedback, and coach agents to significantly elevate team performance and quality scores.
- Create detailed team rosters and generate performance reports to provide management with data-driven insights.
- Engage directly in client discussions to propose and implement process enhancements, optimizing efficiency and customer satisfaction.
Senior Customer Associate (Voice, Chat, Email)
Teleperformance (Hopper Process)
09.2023 - 02.2025
- Provided comprehensive, multi-channel support for inbound customer queries related to flight, hotel, and car rental bookings.
- Specialized in managing complex voluntary and involuntary exchanges and refunds, utilizing expertise in manual pricing to ensure accurate transactions.
- Served as Subject Matter Expert (SME), providing real-time support and technical guidance to agents on complex ticketing and pricing issues.
- Delivered focused training sessions to the team, resulting in improved upselling of hotel bookings and enhanced customer satisfaction metrics.
Senior Travel Associate
WNS (American Express Travel)
08.2019 - 03.2023
- Expertly utilized Amadeus, Sabre, and Farelogix to manage complex voluntary/involuntary exchanges, refunds, and critical schedule changes.
- Collaborated closely with team members and internal departments to efficiently resolve the most complex travel booking issues.
- Maintained consistently high accuracy in ticketing procedures, strictly adhering to all internal and external airline policy compliance standards.
Education
Bachelor of Commerce - B.Com.
S M Shetty College, University of Mumbai
01.2019
HSC - Higher Secondary Certificate
St Xavier College, University of Mumbai
01.2016
SSC - Secondary School Certificate
St Joseph High School, University of Mumbai
01.2014
Skills
Global Distribution Systems (GDS): Amadeus, Sabre, Farelogix expertise for Flights, Hotels, and Car Rentals
Travel Operations: Complex Manual Pricing, Ticketing, Refunds, Exchanges, and Schedule Change Management
Leadership & Quality: Escalation Management, Quality Auditing, Team Coaching, Training, and Client Communication
Process Management: Compliance, Performance Reporting, Roster Creation, and Process Improvement
Customer Support: Voice, Chat, and Email support experience
Software Proficiency: MS Office (Excel, Word), Google Workspace, CRM, and Contact Center Software
Timeline
Lead, Account Management
Sutherland (Expedia Process)
02.2025 - Current
Senior Customer Associate (Voice, Chat, Email)
Teleperformance (Hopper Process)
09.2023 - 02.2025
Senior Travel Associate
WNS (American Express Travel)
08.2019 - 03.2023
Bachelor of Commerce - B.Com.
S M Shetty College, University of Mumbai
HSC - Higher Secondary Certificate
St Xavier College, University of Mumbai
SSC - Secondary School Certificate
St Joseph High School, University of Mumbai