SAHIB JATINDER SINGH

Work History

Air India (Head Office)

06.2023 - Current

SLA Management: Ensuring strict adherence to Service Level Agreements (SLAs) for timeliness and accuracy, driving process improvements to enhance customer satisfaction.
Client Service: Resolving queries and issues raised by premium clients with professionalism and empathy, ensuring timely and satisfactory resolutions.
GDS Proficiency: Utilizing Amadeus GDS systems to handle refunds, ticketing, exchanges, schedule changes, and name corrections efficiently.
Mentorship: As a tenure executive, guided new joiners in understanding and implementing processes, ensuring seamless service delivery and team cohesion.
Customer Service Excellence: Proven ability to deliver exceptional customer service to all travelers, ensuring high satisfaction levels and brand loyalty.
Conflict Resolution: Skilled in resolving complex grievances and complaints with empathy and professionalism, ensuring timely and satisfactory resolutions.
Communication Skills: Effective in communicating with diverse stakeholders, including passengers, airline staff, and management, to address concerns and provide solutions.
Process Improvement: Contributed to enhancing customer service processes by analyzing feedback and implementing improvements to elevate the overall travel experience.
Airline Operations Knowledge: Familiarity with airline operations, including ticketing, baggage handling, and flight schedules, to provide informed assistance to passengers.

CWT (Carlson Wagonlit Travel)

08.2022 - 05.2023

Transaction Management: Expertise in handling air booking refunds, ticketing, rescheduling, rail bookings & refunds for corporate travelers, ensuring seamless travel experiences.
Stakeholder Communication: Effective in handling emails with stakeholders and clients, providing timely updates and resolving queries to maintain high customer satisfaction.
Multichannel Communication: Effectively managed client interactions via emails, chats.
GDS Proficiency: Utilized Sabre GDS systems to handle refunds, ticketing, exchanges, schedule changes, and name corrections efficiently.
SLA Management: Ensured strict adherence to Service Level Agreements (SLAs) for timeliness and accuracy, driving process improvements to enhance customer satisfaction.

EXL

03.2018 - 08.2022

Transaction Management: Expertise in handling refunds, ticketing, and rescheduling for corporate travelers, ensuring seamless travel experiences.
Data Management: Proficient in managing GDS data and BSP (Billing and Settlement Plan) to ensure accurate financial transactions and compliance with industry standards.
GDS Proficiency: Utilized Sabre and Amadeus GDS systems to handle refunds, ticketing, exchanges, schedule changes, and name corrections efficiently.
SLA Management: Ensured strict adherence to Service Level Agreements (SLAs) for timeliness and accuracy, driving process improvements to enhance customer satisfaction.
Mentorship: As a tenure executive, guided new joiners in understanding and implementing processes, ensuring seamless service delivery and team cohesion.
Stakeholder Communication: Effective in handling emails with stakeholders and clients, providing timely updates and resolving queries to maintain high customer satisfaction.