Encouraging manager and analytical problem-solver with in-depth experience consistently rising through ranks. Well-versed in sales, personnel management, accounting and inventory management. Dedicated to complete knowledge of company products and services for optimized customer service.
Hi, I’m
MANISH TOMAR
Assistant Manager
Gurgaon,HR
Summary
Overview
10
years of professional experience
1
Certification
Work History
SpiceJet Airlines
Assistant Manager, Ground Services
11.2023 - Current
Job overview
- Spearheaded the Ground Services CRM and Customer Experience teams, overseeing comprehensive complaint resolution and driving significant enhancements in service standards across all ground operations.
- Analyzed complex airport-wise revenue trends and performance metrics to identify high-performing stations and pinpoint critical growth opportunities, directly informing resource allocation.
- Served as the key liaison between business needs and technological solutions by meticulously reviewing Business Requirement Documents (BRDs) and coordinating with the IT department for successful software implementation.
- Presented comprehensive Monthly Information System (MIS) reports and actionable, strategic insights to senior leadership, guiding data-driven decisions that boosted overall revenue growth.
- Collaborated with hiring managers on staffing requirements and led training initiatives to ensure staff proficiency and seamless adoption of new software systems.
SpiceJet Airlines
Senior Executive, Group Booking Desk
01.2017 - 10.2023
Job overview
- Evaluated and optimized corporate group bookings in collaboration with Revenue and Sales teams to ensure optimal fare class assignments and competitive pricing strategies.
- Consistently exceeded sales targets for group bookings by implementing strategic communication, advanced negotiation tactics, and effective cross-functional coordination.
- Managed complex and high-volume passenger reservations across multiple platforms, including Web, App, and Global Distribution Systems (GDS).
- Supervised and mentored a dedicated team within the Group Desk, promoting a collaborative environment and driving the collective achievement of stringent departmental targets.
SpiceJet
Executive
11.2015 - 01.2017
Job overview
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Identified upselling opportunities to increase revenue generation.
Education
Indira Gandhi National Open University (IGNOU)New Delhi
BA from English Literature
01-2018
University Overview
Frankfinn Institute of Air Hostess Training
Diploma from Aviation
01-2015
University Overview
CBSE
Senior Secondary from Commerce
01-2014
University Overview
Skills
Customer Experience & CRM: CRM Management, End-to-End Complaint Resolution, Service Standard Enhancement, Customer Experience (CX) Strategy
Operational Leadership: Strategic Planning, Cross-functional Coordination, Team Management, Training & Development, Business Requirement Documentation (BRD) Review
Resource allocation
Collaborative team management
Workforce performance analysis
Cost efficiency strategies
Certification
Certified Training Professional (Focus on Instructional Design and Effective Learning Delivery)
Timeline
Assistant Manager, Ground Services
SpiceJet Airlines
11.2023 - Current
Senior Executive, Group Booking Desk
SpiceJet Airlines
01.2017 - 10.2023
Executive
SpiceJet
11.2015 - 01.2017
Frankfinn Institute of Air Hostess Training
Diploma from Aviation
CBSE
Senior Secondary from Commerce
Indira Gandhi National Open University (IGNOU)
BA from English Literature