Jai Singh
New Delhi
Summary
Detail-oriented professional with extensive experience in the travel industry, recognized for efficiently resolving customer inquiries, managing escalations and ADM handling. Proven track record of maintaining high quality assurance standards while enhancing customer satisfaction. Strong analytical skills contribute to effective problem-solving and process improvement.
Overview
8
8
years of professional experience
Work History
Senior Analyst - SME
EXL Services
Gurgaon
09.2025 - Current
- Mentoring junior analysts in handling travel related queries.
- Handling ADM’s and how it can be avoided.
- PNR auditing, performing quality checks and generating agent-wise reports.
- Sharing process updates received from external stakeholders.
Lead Associate Quality
IGT Solutions Private Limited
Gurgaon
05.2022 - 03.2025
- Managed corporate travel inquiries for 17 months, ensuring efficient resolution of requests.
- Later promoted to Lead Associate - Quality for showcasing outstanding performance.
- Handling escalations, performing audits, scrubbing ADM’s and DSAT’s and raising disputes if required.
- Generating WBR and MBR’s to calibrate with clients about business performance.
Sr. Associate
WNS Global Services
Gurgaon
09.2019 - 05.2020
- Managed incoming calls and emails while assisting customers with travel inquiries including cancellations, modifications, and new reservations.
Sr. Customer Service Executive
Teleperformance
Gurgaon
10.2018 - 09.2019
- Addressed customer inquiries via phone, email, and chat with promptness.
- Resolved escalated customer service issues in a timely manner.
Education
Bachelor of Arts -
Delhi University
Delhi12th Grade -
Hansraj Model School
Delhi10th Grade -
Hansraj Model School
DelhiSkills
- Effective communication skills
- GDS (Amadeus, Sabre, and Galileo)
- Microsoft Office proficiency
- Team collaboration
- Multitasking abilities
- Attention to detail
- Customer relationship management
- Problem-solving
- Quality assurance
- Performance tracking
- Leadership capabilities
- Organizational skills
- Escalation management
- Client satisfaction focus
Languages
English
Advanced (C1)
C1
Hindi
Upper Intermediate (B2)
B2
Punjabi
Upper Intermediate (B2)
B2
Timeline
Senior Analyst - SME
EXL Services
09.2025 - Current
Lead Associate Quality
IGT Solutions Private Limited
05.2022 - 03.2025
Sr. Associate
WNS Global Services
09.2019 - 05.2020
Sr. Customer Service Executive
Teleperformance
10.2018 - 09.2019
Bachelor of Arts -
Delhi University
12th Grade -
Hansraj Model School
10th Grade -
Hansraj Model School