Sahib Heera
New Delhi
Summary
Proactive and customer-focused Assistant Manager with 8 years of experience in the aviation industry, specializing in front-line customer service operations and vendor oversight. Recognized for strong leadership, attention to detail, and a collaborative approach to achieving operational excellence in high-pressure environments.
Overview
10
10
years of professional experience
Work History
Associate Manager - Vendor Governence
Air India Limited
02.2024 - Current
- Lead day-to-day operational oversight of 300+ seated customer service vendor locations, ensuring consistent adherence to airline service standards and regulatory requirements.
- Monitor vendor performance through regular audits, service level metrics, and customer feedback, driving accountability through corrective action plans when necessary.
- Implement operational best practices across vendor sites to enhance efficiency, reduce escalations, and ensure a seamless passenger experience.
- Manage service-level agreements (SLAs) and KPIs related to response time, resolution quality, and customer satisfaction (CSAT).
- Implement operational best practices across vendor sites to enhance efficiency, reduce escalations, and ensure a seamless passenger experience.
ASSISTANT MANAGER
WNS
04.2022 - 12.2022
- Present weekly performance updates through weekly business reviews with clients
- Track performance and conduct weekly reviews of Team leaders
- Monitored sales team performance and provided training to help reach targets
- Generated monthly and annual service level reports to determine growth and areas requiring improvement
- Responsible for ensuring operational excellence by scheduling maintaining inflows
- Partner with senior manager to ensure quality customer service and supervise team leaders with diverse talents and responsibilities
- Meet regularly with management to report and plan strategic plans for team objectives
TEAM LEADER
WNS
04.2019 - 03.2022
- Responsible for overseeing the daily target of sales and production
- Managing service levels and ensuring that all production and sale targets are achieved on a daily basis, by making sure that appropriate staffing levels are maintained at all times and that there is a certain level of slack in the system to cover busy periods
- Develop, motivate and mentor associates by providing training, regular feedback and career guidance while fostering a team environment
- Led by example to achieve sales and service targets while coaching to get maximum effort from teams.
- Ensuring team members are prioritizing their work duties appropriately
SENIOR PROCESS ASSOCIATE
WNS
01.2016 - 03.2019
- Proficient in Global Distribution System (Amadeus and Sabre)
- Managed workflow and responded to technical support needs of customers
- Helping team members and supporting them when it is required
- Showcased daily achievements to the respective Team Leader
- Appropriately documented all transactions and pertinent interactions.
Associate
Interglobe Technologies
01.2015 - 01.2016
- Responded to customer emails and phone calls within company's communication targets.
- Actively listened to customers to fully understand requests and address concerns.
- Identified issues, analysed information and provided solutions to problems.
- Maximised customer engagement and satisfaction by delivering excellent customer service.
Education
Bachelor of Arts -
Delhi University
07.2023
12th
School of Open Learning
03.2013
10th
Hemnani Public School
08.2009
Skills
- Experience with global distribution platforms - Amadeus & Sabre
- Proficient in Microsoft Word, Excel, and PowerPoint
- Team leadership
- Streamlining operations
- Experienced with Salesforce
- Workforce Management Tools
- Experience with analytics software for call centers - Genesys
Timeline
Associate Manager - Vendor Governence
Air India Limited
02.2024 - Current
ASSISTANT MANAGER
WNS
04.2022 - 12.2022
TEAM LEADER
WNS
04.2019 - 03.2022
SENIOR PROCESS ASSOCIATE
WNS
01.2016 - 03.2019
Associate
Interglobe Technologies
01.2015 - 01.2016
12th
School of Open Learning
10th
Hemnani Public School
Bachelor of Arts -
Delhi University
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