Nisarga Pimputkar
Assistant Manager
Thane
Summary
Dynamic and results-driven professional with over 9 years of experience in airline refund operations, compliance, and process optimization. Expertise in team leadership, SLA/TAT management, and automation initiatives (RPA/BOT) consistently drives efficiency, accuracy, and customer satisfaction while minimizing Agency Debit Memos (ADMs) and operational risks. Strong leadership and analytical problem-solving skills focus on streamlining operations to reduce costs and enhance organizational efficiency. Talents in team building, motivation, and fostering excellent customer relations contribute to a positive impact on company success and employee engagement.
Overview
12
12
years of professional experience
Work History
Assistant Manager – Refund Operations
Thomas Cook India Pvt. Ltd.
05.2018 - Current
- Lead a team of refund specialists; ensured adherence to airline regulations and company policies while maintaining high accuracy and compliance.
- Improved refund processing accuracy by 80% and reduced turnaround time through streamlined workflows and targeted training.
- Managed high-volume operations: 94,176 refunds processed across two entities; sustained accuracy and timeliness throughout the year.
- Prevented and resolved Agency Debit Memos (ADMs) through strict validation and monitoring; cleared ₹11 lakhs in ADM amounts to minimize financial impact.
- Resolved Credit Note (CN) backlog: cleared ~2,666 CNs totaling ₹10.83 crore for customers, ensuring timely closures and stakeholder satisfaction.
- Led RPA development for Air India refund process—defined business logic, performed UAT, validated outputs, and enabled production deployment to reduce errors and speed processing.
- Delivered automation initiatives: GDS CN BOT automation (completed), DSR automation (completed), LCC CN automation (UAT completed), Query DSR automation (in-progress).
- Owned SLA governance; prepared and presented SLA/process reviews to VP & CFO. Improved SLA from 50% (May) to 79% (June) amidst audit workload and staffing constraints.
- Directed E-Tracker recovery and expiry control; achieved total recovery of ₹1,42,34,486 for the year while preventing ticket expiries and accelerating iBook request closures.
- Championed knowledge management: created No-Show Airline guidelines and iBook Query Resubmission SOPs; standardized processes and reduced errors.
- Led the "RIL Audit" project alongside BAU with 99% accuracy; coordinated with operations and finance to handle complex, aged refund cases (up to 5 years).
- Produced weekly pendency reports (CTBT) and SLA/ERC submissions (SSC); ensured transparency, compliance, and timely management reporting.
- Fostered team engagement and retention via coaching, cross-training, and recognition (R&R nominations; PRIDE awards).
Thomas Cook Executive
Ikya Human Capital Solutions Ltd. (Onsite at Thomas Cook)
08.2016 - 05.2018
- Achieved consistent on-time performance through coaching and monitoring; streamlined processing for cancelled tickets to maximize customer satisfaction.
- Implemented efficient knowledge transfer for onboarding; accelerated productivity and reduced errors.
- Handled CRE inquiries and complex international airline refunds using Amadeus, Sabre, and GAL; served diverse corporate clients (TCS, Reliance, HPCL, Adani Group).
- Maintained clear communication with internal stakeholders (CREs, operations) and external airlines; ensured accuracy and compliance in refund processing.
Associate
WNS Global Services Pvt. Ltd.
03.2014 - 05.2015
- Processed domestic and international airline ticket refunds for individual and corporate clients (TCS, Reliance, HPCL, Adani Group).
- Utilized Amadeus for complex refunds (special entries) and generated credit notes for cancelled tickets.
- Managed semi-account transactions: reconciliations, discrepancy resolution, payments, documentation, and compliance with financial procedures.
- Coordinated with customers, airlines, and internal departments to resolve queries; conducted internal audits and maintained accurate records.
Education
Bachelor of Commerce (B.Com) -
Mumbai University
Mumbai01.2011
Skills
Airline Refund Management
Process Improvement & Operational Excellence
SLA/TAT Management & Compliance Reporting
Team Leadership, Coaching & Cross-Training
RPA/BOT Development & UAT
GDS Systems: Amadeus, Sabre, GAL
Data Analysis & Productivity Tracking
Stakeholder Management (Airlines, CREs, Finance, Auditors)
Amadeus
Sabre
GAL
Microsoft Excel
Process Mapping (Flowcharts, SOPs)
RPA/BOT – UAT & Business Logic
AWARDS & ACHIEVEMENTS
Roll of Honour Award – 2024, PRIDE Award – Q2 2024; multiple R&R nominations and team wins, SLA improvement from 50% to 79% month-over-month during peak workload, Cleared ₹11 lakhs ADM and delivered ₹1.42 crore recovery via E-Tracker in FY
KEYWORDS
Airline Refunds, ADM (Agency Debit Memo), RA (Reissue/Refund Authorization), Credit Notes, GDS, Amadeus, Sabre, GAL, SLA, TAT, RPA, BOT, UAT, Operational Excellence, Process Improvement, E-Tracker, iBook, BRD, Audit, Compliance, Team Leadership, Stakeholder Management
Timeline
Assistant Manager – Refund Operations
Thomas Cook India Pvt. Ltd.
05.2018 - Current
Thomas Cook Executive
Ikya Human Capital Solutions Ltd. (Onsite at Thomas Cook)
08.2016 - 05.2018
Associate
WNS Global Services Pvt. Ltd.
03.2014 - 05.2015
Bachelor of Commerce (B.Com) -
Mumbai University