Pranil Bonagir
Pune
Summary
Seasoned Manager demonstrating high level of ownership and initiative with 17 years of experience and record of success in BPO & Customer Service industry. Airline Baggage & Claims specialist with extensive experience in managing Centralized Baggage Services & Claims process. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Manager
SkillSource
Pune
04.2023 - Current
- Managed Centralized Baggage Services & Claims Management for multiple prominent airlines.
- Led and managed a team of production specialists across voice, email, and chat channels, ensuring efficient and high-quality customer service delivery.
- Oversaw the performance of the Quality Audits Team, implementing processes and providing coaching to ensure adherence to best practices in voice, email, and chat interactions.
- Established and maintained regular communication channels with airline clients to ensure service delivery aligned with their expectations and industry standards.
- Acted as the primary point of contact for clients, ensuring quick resolution of any escalations and fostering strong, trust-based relationships.
- Led efforts to improve client relations by regularly participating in familiarization trips to the airport, acquiring firsthand insights into baggage handling processes and procedures.
- Developed and delivered comprehensive training programs for staff, covering participation in key industry conventions (e.g., IATA, Montreal & Warsaw Conventions, US DOT etc) and ensuring adherence to local aviation regulations.
- Developed and delivered monthly client reports detailing key performance indicators (KPIs) and customer satisfaction metrics.
- Successfully managed the onboarding of multiple high-profile airline projects, ensuring seamless integration and operational readiness within tight deadlines.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Spearheaded the development and implementation of leadership development programs, identifying and coaching high-potential employees to hone their leadership skills and prepare them for future roles.
- Coordinated cross-functional collaboration for improved efficiency.
- Successfully managed the onboarding and implementation of various non-airline projects contributed to the company's diversification of revenue streams and entry into new market segments.
- Fostered a positive work environment to retain top talent.
- Conducted regular staff evaluations and provided constructive feedback.
- Managed the annual appraisal process, including setting clear performance objectives, providing ongoing feedback, and conducting performance reviews to identify areas for development and growth.
- Established key performance indicators (KPIs) to measure success.
Assistant Manager
SkillSource
Pune
04.2018 - 04.2023
- Supervised daily operations including scheduling shifts, assigning duties.
- Monitored employee attendance records, timekeeping, and payroll information.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Produced thorough, accurate and timely reports of project activities.
- Established key performance indicators (KPIs) to measure success.
- Collaborated with senior leadership to align on strategic goals, ensuring that operational activities supported broader business objectives.
Senior Team Leader
GAIA ITES
Pune
04.2014 - 04.2018
- Monitored team performance and reported on metrics.
- Delivered outstanding service by interacting with customers, answering customer inquiries and handling customer complaints.
- Prepared detailed reports outlining project status, accomplishments and challenges.
- Reviewed completed work to verify consistency, quality, and conformance.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Created training materials and conducted group trainings on new processes or procedures.
- Coached, mentored and trained junior team members on their roles and responsibilities.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Team Leader
GAIA ITES
Pune
04.2011 - 04.2014
- Assigned projects and distributed tasks to team members as per area of expertise.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Established clear expectations for employees, providing guidance when needed.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Set specific goals for projects to measure progress and evaluate end results.
- Managed resource allocation to maximize team productivity.
Subject Matter Expert
GAIA ITES
Pune
03.2009 - 04.2011
- Responded to customer inquiries about lost or delayed baggage.
- Provided technical support to team members when needed in order to resolve complex customer inquiries or complaints.
- Identified opportunities for further process automation or system enhancements that would improve overall efficiency.
- Coordinated daily activities of Claims Team to ensure efficient workflow and timely completion of tasks.
- Ensured compliance with company policies, regulations, standards, and procedures related to claims processing.
- Reviewed claim files for accuracy prior to submission for payment processing.
Senior Customer Care Executive
UBICS
Pune
04.2008 - 04.2009
- Delivered attentive and responsive customer service by leading resolution of internal and external ticketing questions and concerns consistently, courteously and respectfully.
- Maintained accurate records of all ticket sales transactions.
- Provided support to customers during peak periods when call volume was high or staff was short-handed.
Senior Baggage Officer & Crew Admin Officer
GAIA ITES
Pune
04.2007 - 08.2024
- Responsible for tracing missing luggage for the passengers arriving at the airports with the help of a system called as World Tracer technically known as Amadeus as well as coordinating with the officers/duty managers at the airport.
- Updating the passenger with the status of their missing luggage by calling them on a daily basis.
- Managing accommodation, transport, and allowances for crew on flights to/from major cities like Los Angeles and San Francisco, while coordinating with airport officials, hotels, transport companies, and medical staff to ensure their comfort, safety, and satisfaction.
- Responsible for updating the crew members about the operational changes in their flight.
- Working on deadlines and critical requirements.
Education
F.Y. BCS -
Pune University
Higher Secondary education (12th Std.) -
Pune University, Maharashtra Board
Schooling (10th Std.) -
Pune University, Maharashtra Board, Pune
Skills
- Performance Management
- Operations Management
- Cross-functional team management
- Team Leadership
- Key Performance Indicators
- Staff Development
- Strategic Planning
- Negotiation
Certification
- Complaints Resolution Officer from Hallmark Aviation Services, Los Angeles, CA, USA
- Customer Service from Hallmark Aviation Services, Los Angeles, CA, USA
- Airline Crew Administration from Hallmark Aviation Services, Los Angeles, CA, USA
- C Programming from Gauri Infotech Affiliated to Yashwantrao Chavan Open University
- C++ Programming from Gauri Infotech Affiliated to Yashwantrao Chavan Open University
- Visual Basic 6.0 from Gauri Infotech Affiliated to Yashwantrao Chavan Open University
Accomplishments
- Successfully resolved thousands of mishandled baggage claims, ensuring swift and satisfactory resolutions for affected passengers.
- Developing and implementing streamlined claims processing procedures, optimizing efficiency and reducing turnaround times.
- Building strong relationships with airlines, airports, and third-party vendors to facilitate effective communication and collaboration in resolving baggage-related issues.
- Mentoring comprehensive training & coaching programs to enhance skills and expertise of staffers, fostering a culture of continuous improvement and excellence.
- Implementing innovative technologies and tools to enhance the claims management process, improving accuracy, and enhancing the overall customer experience.
- Consistently exceeding performance targets and metrics, demonstrating a commitment to delivering high-quality service and achieving customer satisfaction.
Technology Exposure
Amadeus, SABRE, Skyspeed, Citrix, Salesforce CRM, Microsoft Office
Personal Information
- Date of Birth: 04th March, 1988
- Marital Status: Married
Timeline
Manager
SkillSource
04.2023 - Current
Assistant Manager
SkillSource
04.2018 - 04.2023
Senior Team Leader
GAIA ITES
04.2014 - 04.2018
Team Leader
GAIA ITES
04.2011 - 04.2014
Subject Matter Expert
GAIA ITES
03.2009 - 04.2011
Senior Customer Care Executive
UBICS
04.2008 - 04.2009
Senior Baggage Officer & Crew Admin Officer
GAIA ITES
04.2007 - 08.2024
F.Y. BCS -
Pune University
Higher Secondary education (12th Std.) -
Pune University, Maharashtra Board
Schooling (10th Std.) -
Pune University, Maharashtra Board, Pune
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