Minizes Thomas
Gurgaon,HR
Summary
Seasoned CX leader with over 23 years of progressive experience in airline and airport operations, specialising in passenger experience transformation, service excellence, and operational efficiency.
Proven expertise in designing and implementing customer-centric processes, journey mapping across touchpoint and leveraging data-driven insights to elevate end-to-end travel experiences.
Skilled in building and leading high-performance frontline and back-end teams in high-pressure environments while ensuring compliance with aviation safety, regulatory, and service standards.
Adept at streamlining workflows, establishing SOPs, and driving innovation in passenger services to enhance satisfaction, reduce dwell times, and optimise airport throughput.
Recognised for aligning CX strategy with operational KPIs to deliver seamless travel experience.
Overview
26
26
years of professional experience
Work History
General Manager Customer Success
Adani Digital Labs
07.2022 - Current
- Heading Customer Success for Adani Airports Eco system - Channel Engagement - Voice , Email , Social & Chat - Service Delivery and Experience engagement .
- Adani One App - Leading Digitisation of all Non Aero LOB’s - Duty Free, Lounge & F&B by Knitting Customer Journey end to end .
- Managing Off Line and On Line integration for Seamless passenger Journey.
- Leading all compliance audits from Airports on Digital side .
- Effectively leading all domains – Operational, Collaborative and Analytical CRM
- Spearheading Cross functional teams and leading technology transformations
- Develop process road maps engaging customer centricity and business metrics
Head of Operations
IGT Solutions
04.2021 - 06.2022
- Head 4 delivery sites with 800 FTE's cross Globe on Care services for Europe’s Largest Airline.
- Voice Operations (Service support): SL delivery and experiential success On the channel.
- Back office: SL delivery on TAT and engagement across work pots
- Develop process road maps basis Customer lifecycles to improve efficiency
- Responsible for driving CX by implementing tools across agent journey impacting results
- Responsible for P&L delivery and account farming for additional revenues
Associate Director Customer Relations & Nodal Officer
IndiGo Airlines
02.2013 - 12.2020
- Contact Centre Key Scope
- Reservation and Care ( Booking to PNR management )
- Baggage Handling ( MHB )
- Hotel Sales (Get Packing )
- Chat Support ( Website )
- Notification engagement .( Planned & IROP )
- Cargo Service Hell desk : (Booking , change and Invoicing)
- Special Assistance desk ( Wheelchair, Stretcher )
- Complaint management desk ( SMS, Email , PSHD , Ministry )
- Fraud Control Unit
- Agency Support ( OTA and Sales Internal)
- Corporate accounts ( Email & Voice )
- Payment support BD ( Cards and Vouchers )
- Web Drops ( Bookings )
- Email and Digital Key Scope
- Response management SL delivery across digital platforms
- Sentiment engagement and resolution end to end
- Functional improvement projects across lifecycles to reduce traffic and improve experience.
- Automating procedures to improve efficiency and TAT
- Lifecycle road mapping with analytics reporting to all departments for improving CX
- Brand build on digital platform with consistent calendar activities
- Content building and tool implementation for customer engagement
Senior Manager Operations
Hero Experience Cador
07.2010 - 12.2012
Manager Operations
Hero Experience Cador
04.2006 - 07.2010
Assistant Manager
Hero Experience Cador
01.2004 - 04.2006
Team Leader
Hero Experience Cador
11.2002 - 12.2003
Team Process Trainer
Hero Experience Cador
04.2002 - 10.2002
Customer Service Representative
Hero Experience Cador
02.2001 - 03.2002
Customer Relationship Officer
Kankei Services
05.2000 - 01.2001
Trainee
TAJ Hotel
04.1999 - 03.2000
Skills
- End-to-End Passenger Journey
Customer Insights & VOC Analytics
CX Transformation & Innovation
Operational Excellence & Service Design
Revenue Growth Through Experience Design
Cross-Functional Stakeholder Engagement
Service Quality Management Channel level
Customer-Centric Process Reengineering
SOP Development & Workflow Optimization
Digital Experience & Omnichannel Service Delivery
Crisis Management & Service Recovery Team Leadership & Talent Development
CX Technology Enablement (CRM, BI, Automation)
Employment Recital
Hero Experience Cador, Customer Service Representative, 02/01, 03/02, Team Process Trainer, 04/02, 10/02, Team Leader, 11/02, 12/03, Assistant Manager, 01/04, 04/06, Manager Operations, 04/06, 07/10, Senior Manager Operations, 07/10, 12/12
Notable Credits
- Functioned as an integral part of the process ramp up from 30 to 180 associates for an inbound sales process.
- Successfully developed subordinates to move to the next level in the company.
- Accredited for transitioning a B2B UK account into BAU for 1 year.
- Certified ISO 9001-2000 Internal Auditor.
Major Assignments Handled
- One of the top five banks in the US, Successfully Managed all lines of business (IB & OB), Functioned as an integral part of the process ramp up from 30 to 250 associates.
- Biggest Home appliance company in the US, Instituted a follow up process for volume balancing on non-peak days., Developed in-house Knowledge base for Product and enquiries.
Accomplishments
- Successfully launched and transitioned 2 new Sites for business continuity.
- Awarded 3 times in 6 years for achieving Special Project goals.
- Part of Task force team reporting to the President on CX Sentiments.
- Launching CSAT programmes across Call Channels and gauge CX across departments.
- Developing Emergency response Plan for Contact Centre for business continuity in Crisis team.
- Successfully meeting revenue and Budget goals for 5 consecutive years.
- Certified from Adobe on customer behaviour Analytics.
Services Offered
- Inbound Customer Support (Included up-selling of extended warranties)
- Inbound Product Helpdesk
- Back Office Order Processing
Outcomes
- 4 Years of long relationship
- Provided services in two major geographies
- Supported 0.4 million customer calls a year
- Savings of 40% due to Cost Arbitrage
- Additional savings of US $1.75 million every year.
Previous Assignments
- Kankei Services, Customer relationship officer, 05/00, 01/01
- TAJ Hotel, Trainee, 04/99, 03/00
Personal Information
- Date of Birth: 08/07/78
- Marital Status: Single
Engagements
Responsible for driving BE Metrics including revenue and CX with partners., Provide Strategic directions to the contact centre and oversee entire operations for all service portfolios., Project Manage and transition service engagement processes / Lines of business at contact centre., Improve Customer lifecycle experiences through Innovation techniques including automation., Built and maintain vendor relationships and act as a SPOC between Vendors and Internal Stake holders., Reporting all customer sentiments to the business and engage with departments to cover all gaps to improve CX., Represent the brand in the Ministry for traveller experience and grievance addressal processes., Documentation and Version controlling all Internal documents for Partner Audits.
Management
GGN, 375, PNQ, 375, MAA, 375, 900, 750000, 110000000, Aggressive complaint management and NPS
Languages
English
First Language
Timeline
General Manager Customer Success
Adani Digital Labs
07.2022 - Current
Head of Operations
IGT Solutions
04.2021 - 06.2022
Associate Director Customer Relations & Nodal Officer
IndiGo Airlines
02.2013 - 12.2020
Senior Manager Operations
Hero Experience Cador
07.2010 - 12.2012
Manager Operations
Hero Experience Cador
04.2006 - 07.2010
Assistant Manager
Hero Experience Cador
01.2004 - 04.2006
Team Leader
Hero Experience Cador
11.2002 - 12.2003
Team Process Trainer
Hero Experience Cador
04.2002 - 10.2002
Customer Service Representative
Hero Experience Cador
02.2001 - 03.2002
Customer Relationship Officer
Kankei Services
05.2000 - 01.2001
Trainee
TAJ Hotel
04.1999 - 03.2000
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