Mursil Ahmed Khan
Airline Reservations & Travel Expert
New Delhi, India,Delhi
Overview
23
23
years of professional experience
5
5
years of post-secondary education
4
4
Languages
Summary
Dedicated BPO professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Work History
Head of Operations Jakarta (e-commerce/fintech)
IGT Solutions, Indonesia
Jakarta, Indonesia
11.2021 - Current
- Gojek – Cab & Delivery Service – Customer care and Payment/Delivery Failures Gofin – Payment portal – Customer care and Transaction Failure support
Sr. Manager, Internal Control (KPI Assurance)
IGT Solutions
Gurgaon, India
02.2019 - 10.2021
- Operational KPI attainment Assurance (India, Malaysia, Manila, Dubai & Romania, 60 + accounts)
- Auditing all the accounts on daily basis and keenly observing Table F performance to ensure project health
Sr. Service Delivery Mgr - Online Travel Agency
Manila
, Philippines
05.2018 - 01.2019
- 150+ heads) Hopper – Travel Agency Operations – Reservations and Changes
Sr Manager Operations - Online Travel Agency
World Ventures
Manila, Philippines
01.2018 - 02.2019
- Travel Desk Operations, Member Services
- OTA operations, voice, chat and email support
Sr. Manager Operations (Airline Operations)
Xiamen Airlines - Airline Reservations
Manila, Philippines
01.2018 - 02.2019
- Reservations & Changes Desk operations
Service Delivery Manager (Travel Sales)
HOOT Holidays Australia - Travel Sales
Manila, Philippines
11.2014 - 05.2018
- Travel Agency Sales & Operations
Service Delivery Manager (Travel Operations)
RailPlus New Zealand, Webjet Australia Travel Agency Operations
Manila, Philippines
10.2012 - 11.2014
- 120 people desk that catered to Australian customers over Voice/Email/Chat.
Assistant Manager (Airline Operations)
United Airlines NAS Reservations Process
Gurgaon, Haryana
05.2010 - 10.2012
- Voice Operations for North American point of sale for United Airlines
- Took care of Service Director and Reservations Desk
Assistant Manager
United Airlines NAS Reservations Process
Manila
08.2009 - 05.2010
Assistant Manager (Airline Operations)
United Airlines NAS Queues Process
03.2008 - 08.2009
Supervisor (Airline Operations)
United Airlines NAS Queues Process
01.2006 - 03.2008
Senior CSA (Airline Operations)
United Airlines NAS Queues Process
03.2005 - 01.2006
CSA - Airline Operations
United Airlines NAS Queues Process
12.2004 - 03.2005
Customer Relationship Assistant
PVR Cinemas
Delhi, India
01.2000 - 01.2004
- The main responsibility in that capacity was almost everything which is required to please the customer and make his/her experience with the place unforgettable
- PVR Cinemas as India’s first chain of five star cinemas had too much to offer to customers when it came to services
- Key Responsibility Areas as a CRA
- Sale of tickets at the Box Office Counters, food production in the kitchen, sale of F&B on the concessions stand, assisting customers in seating while working as ushers in the auditoriums, cleaning of the auditorium floors and seats, cleaning of utensils in the kitchen used in food production at the end of the day & never ending struggle to keep R.P.H at desired levels, sales was a integral part of my job.
- This was my first job and was the best learning ground ever for me to gain a sense about what hospitality is all about, what customer satisfaction is all about, how to keep customer delight at the zenith, what is customer loyalty, how to retain customers, and the list is very long I liked the place very much but I had to move on as I wanted to learn more as I wanted to grow.
Education
Intermediate -
C.B.S.E
Matriculation -
C.B.S.E
Graduate - Bachelor of Arts
Delhi University
Delhi 01.2000 - 01.2005
Skills
Process Streamlining
Complaint resolution
Communication
Leadership
Team management/building
Timeline
Head of Operations Jakarta (e-commerce/fintech)
IGT Solutions, Indonesia
11.2021 - Current
Sr. Manager, Internal Control (KPI Assurance)
IGT Solutions
02.2019 - 10.2021
Sr. Service Delivery Mgr - Online Travel Agency
Manila
05.2018 - 01.2019
Sr Manager Operations - Online Travel Agency
World Ventures
01.2018 - 02.2019
Sr. Manager Operations (Airline Operations)
Xiamen Airlines - Airline Reservations
01.2018 - 02.2019
Service Delivery Manager (Travel Sales)
HOOT Holidays Australia - Travel Sales
11.2014 - 05.2018
Service Delivery Manager (Travel Operations)
RailPlus New Zealand, Webjet Australia Travel Agency Operations
10.2012 - 11.2014
Assistant Manager (Airline Operations)
United Airlines NAS Reservations Process
05.2010 - 10.2012
Assistant Manager
United Airlines NAS Reservations Process
08.2009 - 05.2010
Assistant Manager (Airline Operations)
United Airlines NAS Queues Process
03.2008 - 08.2009
Supervisor (Airline Operations)
United Airlines NAS Queues Process
01.2006 - 03.2008
Senior CSA (Airline Operations)
United Airlines NAS Queues Process
03.2005 - 01.2006
CSA - Airline Operations
United Airlines NAS Queues Process
12.2004 - 03.2005
Graduate - Bachelor of Arts
Delhi University
01.2000 - 01.2005
Customer Relationship Assistant
PVR Cinemas
01.2000 - 01.2004
Intermediate -
C.B.S.E
Matriculation -
C.B.S.E