MAYANK TIWARI
Delhi
Summary
Dynamic Senior Service Advisor at British Airways with expertise in EU261 compliance and customer escalation management. Proven track record in resolving complex claims and driving process improvements. Skilled in Salesforce CRM and data analysis, fostering collaboration across teams to enhance operational efficiency and customer satisfaction.
Overview
11
11
years of professional experience
Work History
Senior Service Advisor
British Airways
05.2022 - Current
- Manage and resolve complex customer cases, including legal claims under EU261 regulations.
- Evaluate claims related to flight delays, cancellations, and service disruptions.
- Support baggage handling operations and cross-functional teams.
- Analyze recurring issues and recommend process improvements.
- Deliver timely, compliant resolutions while meeting SLA and quality targets.
Hub Manager
PharmEasy
10.2018 - 05.2022
- Managed customer escalations via email and phone using Salesforce.
- Oversaw inventory tracking, scanning, and reconciliation through electronic systems.
- Coordinated with logistics, warehouse, and dispatch teams to ensure smooth operations.
- Supported large-scale site transitions and operational changes.
- Collaborated with government teams during COVID-19 to enable critical medicine deliveries across Delhi NCR.
- Swifto Services
Customer Service Executive
Maxtech Data House Pvt. Ltd.
01.2015 - 11.2016
- Handled overdue payment recovery (90+ days) via calls and emails.
- Processed payments through cards, cheques, and structured payment plans.
- Maintained accurate records and ensured timely follow-ups.
Education
Bachelor of Business Administration -
DIRD College
12th Grade - CBSE
Laxmi Public School
Skills
- Customer experience and escalation management
- EU261 and regulatory compliance
- Salesforce CRM (C360)
- Claims and case management
- Process improvement and root cause analysis
- Data analysis and reporting
- Inventory and logistics operations
- Payment follow-ups and reconciliation
- Stakeholder and vendor coordination
- Team collaboration and training
Hobbies and Interests
- Outdoor Sports
- Music
- Travel
Achievements And Activities
- University-level sports champion (Volleyball, Throwball)
- Represented Delhi at national-level school sports events
- Active participant in athletics and team sports
Timeline
Senior Service Advisor
British Airways
05.2022 - Current
Hub Manager
PharmEasy
10.2018 - 05.2022
Customer Service Executive
Maxtech Data House Pvt. Ltd.
01.2015 - 11.2016
Bachelor of Business Administration -
DIRD College
12th Grade - CBSE
Laxmi Public School