Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic
PANKAJ SAINI

PANKAJ SAINI

Delhi

Summary

Dynamic professional with extensive experience in reservation management and customer service, notably at Air India. Proficient in Altéa DCS and Salesforce, I excel in incident resolution and stakeholder communication. Recognized for implementing process improvements and delivering high-quality support, I thrive in fast-paced environments while fostering team collaboration.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Business Lead – Reservation Management Support

Air India @ Payroll of Tata Consultancy services
09.2025 - Current
  • Directed business operations for Reservation Management Systems at Air India Headquarters.
  • Utilized Altéa Amadeus Reservation Application to address reservation-related requests and issues.
  • Employed Salesforce Application for efficient incident handling and tracking.
  • Implemented process improvements while ensuring compliance with airline reservation standards.
  • Collaborated with cross-functional teams to resolve complex reservation and system issues.
  • Managed communication with stakeholders, delivering reports and presentations to leadership.
  • Coordinated with technical teams for system enhancements and troubleshooting initiatives.
  • Oversaw incident management, ensuring resolution within defined service level agreements.

Lead Associate – PSS Help Desk Support | Quality Analyst

Société Internationale de Télécommunications Aéronautiques - SITA @ Payroll of Igtsolutions. Pvt Ltd
01.2012 - 12.2022
  • Served as primary contact for airline customers, delivering technical and functional support for Passenger Service System operations.
  • Led a team providing comprehensive support for over 200 airlines and ground handlers worldwide.
  • Managed incident lifecycle in Service Hub and ServiceNow, ensuring prompt ticket creation and resolution tracking.
  • Logged and resolved priority Level 1–4 incidents related to Departure Control System, maintaining SLA compliance.
  • Processed service and change requests, coordinating implementation with internal teams.
  • Collaborated with engineering and field services teams to ensure efficient service delivery.
  • Created detailed Excel reports and presentations for stakeholders, emphasizing performance metrics and enhancements.
  • Conducted quality audits and coaching sessions to uphold high operational standards.

Assistant Supervisor Grade-II & Customer Service Agent

Swiss International Air Lines @ Payroll of BWFS & CAPL
11.2007 - 01.2012
  • Managed passenger check-in and boarding via Altéa Departure Control System (DCS).
  • Oversaw ticketing operations at Airport Ticketing Office using Amadeus Altéa for new tickets and changes.
  • Handled mishandled baggage cases through World Tracer System, ensuring resolution of lost and damaged items.
  • Coordinated with Indian government authorities on special cases such as INAD, DEPO, DEPA, MEDA, and stretcher cases.
  • Delivered training to new staff on Swiss International Air Lines procedures.
  • Ensured compliance with airline standards during irregular operations and maintained regulatory adherence.

Guest Relations Assistant

Unitech Amusement Park Ltd.
11.2006 - 09.2007
  • Delivered exceptional customer service and resolved guest concerns promptly

Education

Graduation -

Shobhit University
01.2014

12th -

National Open School
01.2005

10th -

C.B.S.E
01.2002

Skills

  • Altéa DCS
  • Amadeus Reservation Desktop Web
  • World Tracer System
  • SITA Applications
  • MS Office Suit
  • PowerPoint
  • Lotus Notes
  • ITSM Tools
  • Service Hub
  • ServiceNow
  • Salesforce

Certification

  • Diploma in Aviation, Hospitality & Travel Management – Frankfinn Institute
  • Diploma in Computer Education – NEO Institute
  • Certified Check-in Procedure – Swiss International Air Lines

Timeline

Business Lead – Reservation Management Support

Air India @ Payroll of Tata Consultancy services
09.2025 - Current

Lead Associate – PSS Help Desk Support | Quality Analyst

Société Internationale de Télécommunications Aéronautiques - SITA @ Payroll of Igtsolutions. Pvt Ltd
01.2012 - 12.2022

Assistant Supervisor Grade-II & Customer Service Agent

Swiss International Air Lines @ Payroll of BWFS & CAPL
11.2007 - 01.2012

Guest Relations Assistant

Unitech Amusement Park Ltd.
11.2006 - 09.2007

Graduation -

Shobhit University

12th -

National Open School

10th -

C.B.S.E
PANKAJ SAINI