Mohd Yaqoob Shaikh
Mumbai
Summary
Proven Quality Analyst with a track record of enhancing audit processes and quality improvement at Blinc360 Private Limited. Skilled in report creation and adept at support case resolution, consistently rolling out critical airline updates and refining data validation techniques. Demonstrates strong communication skills and a commitment to excellence, significantly improving customer satisfaction.
Overview
11
11
years of professional experience
Work History
Quality Analyst
Blinc360 Private Limited
Mumbai
03.2024 - Current
- Take reservations over the email and phone and also in person, utilizing the Amadeus and Galileo travel reservation systems
- Ticket Issuance
- Ticket Reissuance (Vol/Invol)
- Ticket refunds (full/partial).
- Handling travel agents and corporate clients.
- Audits and ADMs (voice and non-voice).
- Conducting refreshers with the agents on the basis of ADMs and audit errors.
- Monthly PKT.
- Worked on BSP for ADMs.
- Call listening sessions.
- Rolling out the Airline Updates
Auditor, Travel
Trip Jack Private Limited
Mumbai
05.2023 - 03.2024
- Take reservations over email, phone, and in person, utilizing the Amadeus and Galileo travel reservation systems.
- Ticket Issuance and Merin Ticketing.
- Ticket Reissuance (Vol/Invol)
- Ticket refunds (full/partial).
- EMD/MCO issuance.
- Handling travel agents and corporate clients.
- Audits and ADMs.
Quality Analyst
WNS Global Services
Mumbai
03.2016 - 04.2023
- Take reservations over the email and phone also in person utilizing the Amadeus travel reservation system
- Ticket Issuance
- Ticket Reissuance (Vol/Invol)
- Ticket refunds (full/partial).
- BSP Refunds.
- EMD/MCO issuance
- Handling Customer Calls
- Working in POS :- Europe / North America / Asia Pacific
- Audits (Voice and Non-Voice)
- Worked on BSP for ADMs
- Conducted a refresher with the agents on the basis of ADMs and audit errors.
- Rolling out the airline updates on a daily basis.
- One-on-one feedback sessions.
Sr Consultant
Sutherland Global services
Mumbai
10.2013 - 04.2015
- Inbound customer support for Air India.
- Handling passengers queries such as (Amendment, cancellation charges, Excess Baggage, Seat, Meal, Wheelchair assistance, frequent flyer membership and General enquiries)
Education
HSC -
Vikas College of Arts,Science And Commerce
Mumbai02-2013
SSC -
Anjuman Khairul Islam Urdu High School
Mumbai03.2005
Skills
- Report creation
- Audit processes
- Quality improvement
- Data validation
- Support case resolution
Personal Information
- Date of Birth: 06/07/90
- Gender: Male
- Marital Status: Married
Languages
- English
- Urdu
- Hindi
Disclaimer
I, hereby declare that the above written particulars are true to the best of my knowledge.
Otherqualifications
Basic MS Word & MS Excel
Personality Traits
- Friendly and composed Personality with Learning abilities.
- Confident enough about the assigned work.
- Can work under pressure to meet deadlines.
- Keen to learn new things & execute them in respective work.
Languages
Hindi
First Language
English
Advanced (C1)
C1
Affiliations
- Fishbowl Activity on Floor with the agents
- Fun Friday
Accomplishments
- Star of the Month
- Eraned Leage of champions points
Timeline
Quality Analyst
Blinc360 Private Limited
03.2024 - Current
Auditor, Travel
Trip Jack Private Limited
05.2023 - 03.2024
Quality Analyst
WNS Global Services
03.2016 - 04.2023
Sr Consultant
Sutherland Global services
10.2013 - 04.2015
HSC -
Vikas College of Arts,Science And Commerce
SSC -
Anjuman Khairul Islam Urdu High School
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