Ritesh Kanojia
Mumbai
Summary
Highly accomplished professional with over 14 years of experience in audit, reschedule, refund, and team handling. Currently playing a leadership role while also serving as a quality analyst and refund process trainer. Motivated and ambitious individual who excels in providing timely and accurate advice, guidance, support, and training to team members and new joiners. Excellent management skills and ability to work with minimal supervision, consistently demonstrating adaptability to different roles in demanding situations. Seeking new opportunity as a team leader or subject matter expert (SME) with a company that offers genuine prospects for career advancement.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Business Process Lead
Tata consultancy services
06.2018 - Current
- Jet Blue Airline disruption management team handling, wherein was looking after the day to day activities of the staff on disrupted pnr, SOP documentation, roster management, query solving etc.
- Managed a team of Swiss airline sales,exchange & refund audit and ensure that completion is done on time as per client requirement, Trained staff on live refund processing of Airline tickets, managed Brussels Airlines (SN) live refunds.
- Drives continuous performance improvement for business results.
- Initially was responsible for processing of Lufthansa Airlines ticket audit, Live refunds etc.
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Initiated timely response to emails, and written correspondence.
- Collaborated with upper management to drive strategy and implement new processes.
Senior Customer Service Agent
WNS GLOBAL PRIVATE LTD
03.2015 - 06.2018
- Handled a team of Customer Service Representatives for TAP Portugal & Singapore Airlines & ensure that all key metrics of performance as per the Client SLA are met and exceeded.
- Manage team workload distribution and structure to ensure consistent good performance
- Provide feedback on employee's team performance to the supervisor and/or manager
- Create source documentation of all information gathered and assist in the assessment of data
- Initially was responsible for quality check of airline tickets issued by “LATAM Airways” for United states, Canada, Europe & South America market, detecting errors and getting it rectified in quality assurance process, sending audit related queries to client, attending client calls.
- Scrutinizing the airfares reported on the ticket as per market fares provided by airline in the form of deal sheet and published and unpublished fares, raising agent debit Memo (ADM) if found inaccurate.
- Conducted LATAM on floor domain training to the new joiners.
- Coached new team members on Airfares and ticketing techniques.
- Promoted to leadership role for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
Senior Associate (Band T3)
ACCELYA KALE SOLUTIONS LTD
11.2009 - 02.2015
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
- Trained and supported new team members, maintaining culture of collaboration.
- Promptly mediated disputes between associates to promote better collaboration and avoid work disruption.
- Quality check of airline tickets issued by Qantas Airways for United Kingdom (UK), Switzerland (CH), Germany (DE) & Ireland (IE) market, detecting errors and getting it rectified in Quality assurance Process.
- Helping team members in handling queries.
- Helping supervisor in processing completions on time as per set deadlines, ensure things are getting done from the team members as per cutoffs and also conducting audit refresher every month to keep team updated about the latest audit updates and policies.
Customer Interaction Executive
Reliance BPO Private Ltd
08.2009 - 10.2009
- Organized due diligence in preparation for sale of business unit
- Implemented company policies, technical procedures and standards for preserving integrity and security of data, reports, and access
- Lead generation of a High-Speed Data Card (HSD)
- Handling technical queries related to HSD Network for both individual and corporate customer all over India through telephonic conversation
- Helping with the installation process of HSD card and also troubleshooting with any problem faced by the customer, Billing and settlement plan
Education
Bachelor of Commerce - Commerce
K.J. Somaiya College of Arts & Commerce
Mumbai, India03.2007
Higher Secondary School - Commerce
Karthika High School & Jr. College
03.2004
Secondary High School (SSC) - English Education
Karthika High School & Jr. College
03.2002
Skills
- Airline refund expert
- In-depth understanding of travel dynamics
- Intermediate project objective analysis
- Skilled communicator
- Proficient in analytical problem-solving techniques
- Team leadership skills
- Experienced subject matter expert
Certification
- Certification in International Air Transport Association (IATA) from Zero octa Recruitment & Training (INDIA) Pvt. Ltd. successfully completed techniques of AIR FARES AND TICKETING with 93% marks.
- Certification in Jetking Certified Hardware & Networking Professional (JCHNP).
Languages
English - Advanced
Hindi - Upper intermediate
Marathi - Upper intermediate
Gujarati - Intermediate
Hobbies and Interests
- System development, Automation (RPA), Cloud Computing, Airline refund
- Passionate about Cricket.
Accomplishments
- Supervised team of staff members.
- Achieved result by completing task with accuracy and efficiency.
- Collaborated with team in the development of new project.
Awards
TATA CONSULTANCY SERVICES
* Awarded with BPS Star Performer Award in the month of Jun, 2020.
* Awarded with Special Initiative Award in the month of Nov, 2020.
* In appreciation of outstanding contribution to the organization, awarded with Special Initiative Award in the month of Jun, 2021.
* In appreciation of outstanding contribution to the organization, awarded with Special Achievement Award in the month of Sep, 2021.
WNS GLOBAL PRIVATE LTD
* Appreciated with Operational Excellence “Go-Getter” award in the month of Dec, 2015.
* Appreciated with “Collaboration” award in the month of April, 2016.
* Awarded with a best Trainer award (On Job Training) in the month of June, 2016.
ACCELYA KALE SOLUTIONS LTD
* Awarded with “Feather in the Cap Award” for being the best performer as Individual & “Galaxy of Stars Award” together as a team exhibited the potential.
Additional Information
TECHNICAL SKILLS
- Basic Electronics
- MS office Applications
- Operating System Support Skills
- PC Hardware Support skills
- Networking Essentials
- Microsoft Windows 2003 (Administration)
- Linux
Passionate about Cricket.
Passionate about Cricket. Though i have not played cricket on any professional level but yes, it is one of my favorite activity to do during my leisure time.
Timeline
Business Process Lead
Tata consultancy services
06.2018 - Current
Senior Customer Service Agent
WNS GLOBAL PRIVATE LTD
03.2015 - 06.2018
Senior Associate (Band T3)
ACCELYA KALE SOLUTIONS LTD
11.2009 - 02.2015
Customer Interaction Executive
Reliance BPO Private Ltd
08.2009 - 10.2009
Higher Secondary School - Commerce
Karthika High School & Jr. College
Secondary High School (SSC) - English Education
Karthika High School & Jr. College
Bachelor of Commerce - Commerce
K.J. Somaiya College of Arts & Commerce
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