CRM/ CAMS Portfolio Management System/ Payment Gateway
Vinay Gulshan Kakkar
Senior Business Consultant
Mumbai,India
Summary
Analytical Senior Business Consultant with expertise in developing and executing robust business plans. Skilled in identifying weaknesses, monitoring existing business practices and recommending effective solutions. Driven and logical with strengths in handling key accounts and exceeding expectations.
Overview
17
17
years of professional experience
2
2
years of post-secondary education
Work History
Senior Business Consultant
IGT Solutions
Pune, India
05.2021 - 10.2021
- Study and arrange the pre-requisites of the project
- Commence the projects by planning for Kick-Off calls and track the status by conducting timely meetings
- Plan the estimated time in terms of hours for the project
- Point of contact for all stakeholders, clients and vendors
- Review requirements of the project and discuss the same + queries if any with the client
- Propose various solutions for system development as per client & project requirements, prepare a document based on the same
- Activating EMD profile for various airlines (Back-end settings, BSP & Carrier tables) on live system
- Finding bugs and logging the same through Jira
- Acting as a back-up of the senior project manager and assisting in in preparation of various metrics and presentations critical to business
- Assisting Dev team for the integrations with respects to Schema, API XML to Customer
- Assisting QA team with Use case walkthrough and test case review
- Participating in the Sprint for the DATA Ingestions and planning sessions for the future task to handled
- Assisting the team in the Backlog Grooming session with the clients
- Creating User Stories under Jira for fetching data, validating, storing and Processing data
- Creating a confluence page for the requirements of different types of reports.
- Analyzed and interpreted data to determine any problems or areas that need improvement.
- Conducted assessments and counseled clients regarding controls, risks, process issues and productivity inefficiencies.
- Introduced new methods, practices and systems to reduce turnaround time.
Customer Service Manager
SBI Mutual Fund
Mumbai, India
01.2021 - 05.2021
- Handling the team of Customer service associates
- Responsible for maintaining social media reputation of the organization
- Ensure to provide resolution to the customer/investor till his satisfaction after highlighting the issue on social media/ Google Play Console/ IOS/ Email/ Chats, Twitter, Facebook, Linked-In
- Maintaining records of Tweet, Facebook post and Email for the all customer/investor
- Coordinating with each department involved to get the complaints resolved on the top priority
- Proper follow up with the customer/investors and Branch offices/ SBI MF Partners till the issue is resolved
- Reframing the template every month
- Updating the reply template as per the client requirement
- Real time monitoring all digital assets
- Highlighting regular product query to Product Managers to get in addressed to customer /Investor satisfaction
- Maintain the MIS of the social media post and share the analysis
- Work towards achieving the NPS target.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Generated customer satisfaction surveys to analyze results into action plans.
- Resolved concerns with products or services to help with retention and drive sales.
Aviation Industry Analyst
International Air Transport Association, IATA
Mumbai, India
01.2014 - 01.2020
- NDC Enhancement
- Handling and attending the (Legal) Court cases for India
- Maintaining an up to date understanding, records and action arising for various Legal cases impacting IATA ISS activities
- Maintaining an up to date Matrix on Legal cases & Provide Monthly updates to members
- Handling airline legal recovery charge process
- Handling the MIR cases and doing follow-ups with respective member airlines for BSP India and Nepal
- Handling the Immediate remittance request case for BSP India
- Handling the ICCS remittance and reconciliation for BSP India
- Supporting in delivery of different campaigns
- Handling Follow ups for accreditation processes, as and when required by RO/Branch
- Organizing the APJC Meeting for India Market
- Organizing the LCAG Meeting for India Market
- Handling the customer service Case for India Market in Sale Force
- Providing the CASS link training to the Cargo agent
- Supported the agents and airlines by providing them the IBSPs training
- Handing the queries for the agent and Airline for the Remittance and Settlement.
- Conducted research, gathered information from multiple sources and presented results.
Assistant Manager
International Air Transport Association, IATA, The International
Mumbai, India
11.2012 - 12.2013
- Air Transport Association (IATA) is an international industry trade group of airlines
- Accountabilities
- Handling the customer service team for India Market
- Handling ADM Dispute for Shot Payment Escrow
- Handling New Airline Participation
- Handling Airline Beneficiary Change/ Deletion
- Handling Airline Charges and Reports
- Handling the client creditability before doing the agreement
- Handling Airline Commission change and updating the same to the DPC
- Handled the E-Ticket Stock Termination
- Handled the Airline Negative Billing
- Handled the Agent Negative Billing
- Handling the Beneficiary Change
- Handling the ADCM Series/Stock allocation to member airlines
- Handling the Six months non-ticketing actions
- Handling the change of GDS
- Handling the credit Card Pass-through/ATCAN
- Handling the Consolidated Payment details for the agent
- Sending the early Warning System mails to the Airline for the agents trading more than 150%
- Sending the Deferment of payment mails to member airlines
- Attended the Agency Programme Joint Council (APJC) Meeting for India Market
- Attended the Local Customer Advisory Groups Passenger (LCAG-P) meeting for India Market
- Attending the (Legal) Court cases for the Respondent and all other case for India
- Handling the agency inspection for Passenger and Cargo agent
- Handing the queries for the agent and Airline for the Remittance and Settlement
- Handling the Migration with regards to Airline Participation and Customer Service
- Handling Resume ticketing for the agents
- Handling the Admin function for IATA office Mumbai
- Handling all team queries
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals.
Head of Business
Flyroyale Travel Pvt Ltd
Mumbai, India
04.2012 - 10.2012
- Defined and integrated roles, responsibilities and processes for business team and data management organization.
- Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
- Heading all the verticals in Mumbai office
- Handling the client creditability before doing the agreement
- Managing the Travel desk
- Handling the Online Process Single hand for upcoming new OTP
- Delivering the fortnight Receivable and Sale summary to our directors in UK
- Handling the tie-ups with the Hotels, Car Rentals Company’s, Airlines and supplier and consolidators
- Handling the tie-ups with corporate to take care of their logistics
- Sending the periodic outstanding statement to our directors in UK
- Preparing and periodically updating Collection Report to the top management
- Finalizing the entries for receipts and charges related to different heads.
General Accounting Associate
Travelocity.com Private Ltd
Mumbai, India
12.2009 - 03.2012
- Processing of Refunds to customers in a timely manner as per set deadlines
- Participation (assisting immediate supervisor) in “IVR – One time password” project on Travelocity payment gateway (was a part of initial discussion and implementation – 1st stage)
- Liaising with required banks/departments for providing resolution to the queries pertaining to the same
- Submission of sales reports on daily basis
- Introducing Refund status report and utilization report giving a gist of the incoming's and productivity achieved by the staff
- Updating of Refund JVs in the accounting system on monthly basis.
- Preparing Invoices as and when required
- Addressing queries, mails from Service Centre /risk team/any other internal team in a timely manner
- Liaising with the heads of different departments for resolution of their queries and demands in terms of reports required
- Monitoring of Ticketing and refunds queues
- Logging any errors found in the system through Bugzilla.
- Handling IATA BSP related responsibilities
- Preparing Sales and ADM & ACM reports
- Preparing the Performance Linked Basis (Incentives) sheet for (LCC) Low Cost Carriers, (FSC) Full Service Carriers and Consolidators
- Working on Abacus sale accounting system Power Suite
- Working on accounting system Navision for passing the Sale & Purchase Entries
- Playing a Key role in the Month closing
Revenue Accounts Officer and BSP Co- ordinator
Kingfisher Airlines Ltd
Mumbai, India
06.2008 - 11.2009
- Managing an operational team of six members
- Handling 37 BSP’s (Billing and Settlement Plan) and ARC (Airline Reporting Corporation)
- Delivering the fortnight Receivable, Sale summary and Default Agent Statement to the top management
- Preparing and periodically updating Collection Report to the top management
- Preparing the entries for receipts and charges related to different BSP’s
- Handling the UATP (Universal Air Travel Plan) card reconciliation
- Maintaining the PLI (Productive Link Incentive) scheme for the agents
- Providing the analysis report on the work flow process
- Generating report from Business Objects (Business Objects is used for planning, reporting, query analysis and enterprise information management)
- Attainments
- Received recognition from senior management for completing the Receivable Statement for the year 2008-09 with nil outstanding in a given span of time.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Carried out day-to-day duties accurately and efficiently.
Airline Operation Auditor
Mannai Air Travel
Doha, Qatar
01.2008 - 05.2008
- Handling Ticketing, Refunds and Reissue
- Handling Groups for Various destinations
- Doing a Quality Check, on the booking done and facilities given to the guest from the agent
- Handling domestic and international ticketing reservation for walking and corporate clients
- Supervising Queue Management
Quality Checker and ADM Checker
11.2006 - 12.2007
- Accountabilities
- Handling the ADM checking for the ADM (Agent Debit Memo) raised by the Quality checker and Auditor
- Quality checking on Sales, Refunds and Reissue tickets as per IATA (International Air Travel Association) rules
- Handling Refund application for Qantas airlines
- Handling queries for different aspects of the audit i.e
- Sales, Refunds and Reissues
- Got opportunity to work on the trail audit for Asiana Airline and Delta Airline
- Preparing, maintaining and delivering the productivity sheet for the team to the top management
- Handling the extra curricular activities of the office as a member of the committee
- Attainments
- Awarded Best Quality Checker and obtained a Certificate and cash incentives for the same
- Received recognition from Senior Management for my excellent work on the trail Audits.
Team Leader
Zero Octa Ltd, A Kale Group
Mumbai
09.2004 - 12.2007
- Preparation of various process related reports and presentations
- Co-ordinate between UK office (Head Office) and India office
- Co-ordinating and assisting the airlines via e-mails with regards to their queries pertaining to ADMs issued. Ensuring the Quality, Quantity and turnaround time for all audits is achieved
- Plan manpower and train staff
- Monitor staff performance and provide timely feedback
- Overall maintenance of the team through one to one meetings, Team meetings and solving various issues of the staff
- Ensure team functioning as per the set guidelines of the company.
Counter Staff
TCI, Travel Corporation of India Ltd
Mumbai, India
01.2004 - 08.2004
- Working as a counter staff in front help desk
- Handling walking customers
- Handling the despatch work of the tickets
- Preparing the invoices for different Corporate Clients
- Helping the account department in maintaining the invoices.
Education
B Com - Accounting
Mumbai University
Mumbai 06.2002 - 04.2003
Airline Revenue Management Course - Airline Revenue Accounting
Iata
Montreal 10.2014 - 03.2015
IATA UFTA Foundation Course - Fares And Ticketing
IATA
Montreal 06.2003 - 03.2004
Skills
Staff mentoring
Affiliations
Airline Revenue Management course, IATA, March 2016
Done an IATA UFTA Foundation Course from Montreal Canada in March 2004.
Training on Time Calculation and Communication Skills.
Completed Training on fares and E-ticketing in Galileo from Emirates Aviation College.
Got training on various CRS (Computer Reservation System) – Amadeus, Sabre, Galileo & ATPCO.
Conversant with MS-Office Applications.
Possess basic knowledge of LAN & WAN.
PEDAGOGIC CREDENTIALS: B. Com from Mumbai University in 2003.
Accomplishments
- Created a process manual for Ticket Audit and Refund which helped in improving quality and implementing good Sales and Refund auditing techniques.
- Implemented the detail Receivable Statement for BSP (Billing and Settlement Plan) and GSA (General Sales Agent)
- Improved team quality by providing training and development inputs and opportunities to team members.
Software
Agile SDLC methodologies, Jira
Bugzilla
Naviasion
Sabre, Amadeus, Galileo
Timeline
Senior Business Consultant
IGT Solutions
05.2021 - 10.2021
Customer Service Manager
SBI Mutual Fund
01.2021 - 05.2021
Airline Revenue Management Course - Airline Revenue Accounting
Iata
10.2014 - 03.2015
Aviation Industry Analyst
International Air Transport Association, IATA
01.2014 - 01.2020
Assistant Manager
International Air Transport Association, IATA, The International
11.2012 - 12.2013
Head of Business
Flyroyale Travel Pvt Ltd
04.2012 - 10.2012
General Accounting Associate
Travelocity.com Private Ltd
12.2009 - 03.2012
Revenue Accounts Officer and BSP Co- ordinator
Kingfisher Airlines Ltd
06.2008 - 11.2009
Airline Operation Auditor
Mannai Air Travel
01.2008 - 05.2008
Quality Checker and ADM Checker
11.2006 - 12.2007
Team Leader
Zero Octa Ltd, A Kale Group
09.2004 - 12.2007
Counter Staff
TCI, Travel Corporation of India Ltd
01.2004 - 08.2004
IATA UFTA Foundation Course - Fares And Ticketing
IATA
06.2003 - 03.2004
B Com - Accounting
Mumbai University
06.2002 - 04.2003
Similar Profiles
Rose Anne Joy CabicoRose Anne Joy Cabico
Travel Associate at IGT SolutionsTravel Associate at IGT Solutions
Bharat KumarBharat Kumar
Business Travel Consultant at IGT SolutionsBusiness Travel Consultant at IGT Solutions
SHIELA BATALLONESSHIELA BATALLONES
Travel Agent I at IGT SolutionsTravel Agent I at IGT Solutions