Nisha Jagnu Chauhan
Mumbai
Summary
Dynamic Business Process Lead with expertise in Amadeus systems at Air India, driving efficiency in flight operations and enhancing customer satisfaction. Proven track record in project management and effective communication, delivering innovative solutions and improving service standards. Skilled in product testing and quality assurance, ensuring optimal performance in demanding environments.
Overview
12
12
years of professional experience
Work History
Business Process Lead
AirIndia - Migration Project
01.2021 - Current
- Worked as a subject matter expert for migration at the client location.
- Performed testing and development tasks for airlines, commercial products, and business rule creation.
- Worked on modules of Revenue Integrity: Name Change Controller, Ancillary Services exemption for seat and services, PCV GUI - Customer Ranking, Auto-Waitlist Clearance Ranking, Re-accommodation Ranking, and DCS Seating Ranking.
- Carrier Preferred Display (CPD) - Worked on the creation of an availability display for websites and all offices of Air India.
- Altea Inventory - Class suppression, seat map creation, codeshare flight creation, and testing.
- Create and maintain flight schedules in the system, cancellation, and reaccommodating passengers.
- Making charter flights.
- Market Management - creating new destinations in inventory.
- Opening and closing of flight inventory.
- Updating flight timings, cancellations, and re-accommodations.
- Ticket reissuance.
- Tools: Amadeus Altea Inventory, Amadeus Retailing Platform (ARP), Amadeus ARD Web, CPD GUI, Amadeus Revenue Integrity.
Executive Helpdesk
Air India Executive Helpdesk
Mumbai
04.2021 - 09.2021
- Responsible for handling all escalations received from VIP, esteemed passengers routed through the Chairman's office.
- Follow-ups with internal departments of AI to find and deliver possible solutions, expeditiously.
- Resolved client issues promptly to maintain high service standards.
- Responded promptly to emails or phone calls from VIPs regarding any questions or concerns they may have had.
- Tools: Freshdesk, Sita - Liaison, Amadeus Ard Web.
Senior Associate
Swiss International Airlines
Mumbai
09.2013 - 12.2020
- Responsible for critical flight editing (CFE) of flights with a booking of 70% or overbooked.
- Handled refunds for staff passengers.
- Hands-on experience in Amadeus, Avantik, GSO, Altea Inventory, and DCS.
- Create a process flow chart, operation, and training manuals.
- Performing quality checks.
- Handled codeshare requests from partner airlines.
- Conducted process training.
- Handled group booking requests for LX, LH, OS, and OAL; tools involved include BookaGroup and GSO.
- Monitor the queue for incoming transactions, and ensure they are processed as per SLA.
- Evaluating group booking requests through fare calculation, and comparing the same in GSO.
- Actioning requests for Edelweiss Air, WK passengers, through the Avantik tool.
- Collaborated with cross-functional teams to enhance customer service procedures.
- Developed standard operating procedures for efficiency in daily operations.
- Tools: Windism DCS, Amadeus, Avantik, Group Sales Optimizer (GSO), Altea Inventory.
Education
Masters in Accounts & Finance
SIES College of Arts, Science & Commerce
Mumbai01-2013
Skills
- Reservation handling and booking
- GDS and DCS systems
- Amadeus proficiency
- Product testing and quality assurance
- Microsoft Office suite
- Project management skills
- Six Sigma foundations
- Effective writing and communication
- Presentation skills
- Team leadership and management
Hobbies and Interests
- Music
- Movies
- Travelling
Personal Information
- Date of birth: 10/27/90
- Marital status: single
Languages
- English
- Hindi
- Marathi
Disclaimer
I hereby declare that all the above information is true to the best of my knowledge
Timeline
Executive Helpdesk
Air India Executive Helpdesk
04.2021 - 09.2021
Business Process Lead
AirIndia - Migration Project
01.2021 - Current
Senior Associate
Swiss International Airlines
09.2013 - 12.2020
Masters in Accounts & Finance
SIES College of Arts, Science & Commerce