Manish Kumar Mishra
Bangalore
Summary
Customer-centric professional with over 12 years of experience in customer service, travel support, and operations. Expert in managing inquiries and resolving issues through email and live chat, driving customer satisfaction. Strong communication and problem-solving skills, along with proficiency in various customer service tools. MBA in Finance complements a solid background in travel and corporate service industries.
Overview
2
2
Languages
5
5
years of post-secondary education
14
14
years of professional experience
Work History
Team Leader
ITILITE TECNOLOGY
Bangalore
01.2026 - Current
- Led cross-functional teams to enhance project delivery and operational efficiency.
- Coordinated project timelines to ensure alignment with organizational goals and client needs.
- Developed and implemented processes for effective collaboration among team members.
- Delegated daily tasks to team members to optimize group productivity.
- Resolved conflicts within the team to maintain a positive work environment and productivity.
- Facilitated training sessions to improve team skills and knowledge in technology solutions.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Conducted regular performance reviews to assess individual team member progress.
- Provided regular updates on team progress to senior leadership, fostering alignment with organizational priorities.
- Coordinated travel logistics for product and engineering teams, ensuring timely information and support.
- Addressed customer complaints effectively, enhancing customer satisfaction and loyalty.
Subject Matter Expert
ITILITE TECNOLOGY
Bangalore
03.2022 - 12.2025
- Respond to customer inquiries via live chat and email, ensuring timely and accurate resolutions
- Maintain a high response rate and customer satisfaction score by providing clear, empathetic, and professional communication.
- Manage multiple chat conversations simultaneously while maintaining accuracy and attention to detail.
- Maintained high response rate and customer satisfaction score through clear, empathetic, and professional communication.
- Basic troubleshooting and issue resolution
- Troubleshoot basic technical and account-related issues, escalating complex cases as needed.
- Documented customer interactions in CRM system (e.g. Freshdesk, Salesforce) for accurate record-keeping and follow-up.
- Follow company policies and guidelines to handle refunds, cancellations, and policy-related inquiries.
- Collaborated with internal teams to provide actionable feedback and enhance customer service processes.
- Expense Support
Consultant
BCD TRAVEL INDIA PVT LTD
Bangalore
01.2017 - 03.2022
- Executed tasks for NRT process to streamline operations.
- Re-booked expiring tickets to save clients money.
- Saving client money by re-booking expiring ticket.
- Assisted in Hotel Price Assurance Fulfillment Process to enhance service delivery.
- Re-booked reservations at lower rates while maintaining the same features to save clients money.
- Worked for Hotel Price Assurance Fulfillment Process.
- Coordinated and motivated team members to maintain energy and meet challenges.
Senior Consultant, Emergency travel services
LETSMAKE TRAVEL PVT LTD
Mangolpuri
05.2016 - 12.2016
- Utilized Amadeus platform to efficiently handle task queues
- Served international and Indian markets, focusing on US clients
- Assisted corporate clients through calls, emails, chats, and OBT queues
- Processed air reservations and cancellations for domestic and international flights
- Adjusted itineraries based on guest requirements, processing and re-issuing tickets to ensure customer satisfaction.
- Compiled and dispatched comprehensive transaction reports to clients
Consultant, Emergency services
IBM/CONCENTRIX PVT LTD
Gurgaon
04.2014 - 04.2016
- Managed Amadeus system and monitored respective queues.
- Working for Abroad market as well as Indian Market specially US clients
- Responded to corporate clients via calls, emails, chats, and OBT queues to address inquiries and provide support.
- Making air reservation (domestic and international) and its cancellation
- Processed travel insurance requests for clients.
- Amending the itineraries as per the guests requirement and processing and re-issuing tickets
- Raising invoice of all transactions
- Compiled and sent comprehensive end-to-end transaction reports to clients for transparency and record-keeping.
Practioner
IBM DAKSH PVT LTD
Gurgaon
03.2013 - 04.2014
- Utilized Sabre system to manage travel bookings and itineraries.
- Supported abroad and Indian markets
- Managed corporate client communications via calls, emails, and OBT queues
- Participated in Hotel Price Assurance Fulfillment Process to ensure accurate bookings.
- Working on Sabre
Education
MBA - Finance
Amity University
Noida, India 05.2016 - 05.2018
Bachelor of Commerce - Finance
Delhi University
Delhi 05.2010 - 05.2013
Skills
- Proficiency in customer support tools (Freshdesk, Salesforce, Talkto LiveChat)
- Analytical problem-solving
- Response time management
- Attention to detail and accuracy
- Customer empathy
- Conflict de-escalation
- Adaptability and quick learning
- Organization
- Multitasking
- Excellent written and verbal communication
- Strong written communication skills
- Adaptive communication style
- Expense reporting
Languages
English
Proficient
C2
Hindi
Proficient
C2
Achivement
- ARC Certified
- Value Champion Award
Timeline
Team Leader
ITILITE TECNOLOGY
01.2026 - Current
Subject Matter Expert
ITILITE TECNOLOGY
03.2022 - 12.2025
Consultant
BCD TRAVEL INDIA PVT LTD
01.2017 - 03.2022
MBA - Finance
Amity University
05.2016 - 05.2018
Senior Consultant, Emergency travel services
LETSMAKE TRAVEL PVT LTD
05.2016 - 12.2016
Consultant, Emergency services
IBM/CONCENTRIX PVT LTD
04.2014 - 04.2016
Practioner
IBM DAKSH PVT LTD
03.2013 - 04.2014
Bachelor of Commerce - Finance
Delhi University
05.2010 - 05.2013