M. VIGNESH KUMAR

💼 Risk Management Analyst |Sutherland

• Performed transaction risk management (TRM) to identify and prevent fraudulent activities, and revenue leakage.
• Conducted quality audits and compliance checks on ticketing transactions to ensure adherence to airline fare rules and policies (CAT 16, CAT 31).
• Analyzed agent errors and booking discrepancies, initiating corrective actions to minimize financial loss.
• Executed Salesforce audits and data scrubbing, improving data accuracy and operational efficiency.
• Investigated refunds, exchanges, and ADM-related cases, ensuring proper documentation and compliance with airline guidelines.
• Monitored and evaluated agent performance and process adherence, identifying gaps, and recommending improvements.
• Utilized Amadeus and Farelogix for booking validation, fare checks, and transaction analysis.
• Worked on ARC (Airlines Reporting Corporation) tools for one year, handling ticketing validations, reporting, and compliance checks.
• Managed commission processing and validation for one year, ensuring accurate application of agent commissions as per airline agreements.
• Prepared and maintained audit reports, dashboards, and performance metrics for management review.
• Collaborated with internal teams to resolve escalations and complex cases within defined SLAs.
• Contributed to process improvements and risk mitigation strategies to enhance operational control.

Aviation Operations / Ramp & Customer Service Responsibilities:

• Assisted passengers with check-in, ticketing, rebooking, baggage handling, and special service requests, ensuring a smooth customer experience.
• Managed flight disruptions, including delays, cancellations, and system failures, ensuring operational continuity and passenger satisfaction.
• Ensured compliance with safety, security, and regulatory policies across all operational activities.
• Coordinated boarding and deplaning processes, including handling unaccompanied minors (UMNR), and passengers requiring special assistance (PRM).
• Collaborated with cross-functional teams during delays, diversions, and irregular operations (IROPs) to support decision-making.
• Monitored and recorded key operational metrics such as On-Time Performance (OTP), baggage delivery, excess baggage revenue, and document compliance.

✈️ Load & Trim / Technical Operations:

• Certified Load & Trim Officer for Airbus (A320 family, A330, A340, A380), and Boeing (B777-300ER, B787-9/10) aircraft.
• Calculated Zero Fuel Weight (ZFW) and prepared Weight & Balance documentation for flights across the network.
• Generated and dispatched Load & Trim Sheets via ACARS, ensuring compliance with aircraft structural limitations. Prepared Loading Instruction Reports (LIR) to optimize aircraft loading and maximize cargo revenue uplift.
• Coordinated with Flight Dispatch and Operations Control for safe and efficient flight operations. Achieved optimal MAC (Mean Aerodynamic Chord) balance to enhance aircraft performance and safety. Liaised with multiple stations to manage offloading and dead load procedures efficiently.