Ashwin Yadav

Experience

• 

  IGT Solutions

  Dec 2011 - May 2015

  Senior Process Specialist

  Proven track record in creating and organizing unique travel experiences. Expertise in developing custom itineraries and handling logistics for both individual and group travel. Demonstrated ability to research and recommend off-the-beaten-path destinations.Planning and organizing travel arrangementsAssisting clients in selecting appropriate travel destinationsProviding information on visa requirements and travel insuranceBooking flights, accommodations, and ground transportationCreating travel itineraries and packagesOffering guidance on travel restrictions and health measuresProviding advice on local attractions, activities, and dining optionsHandling travel documentation and confirmation emailsResolving any travel-related issues or emergenciesEnsuring customer satisfaction and feedback collectionAssist 100+ customers per day, providing successful solutions in a polite manner using active listening to ensure customer retention.Ensured the accuracy of data by keeping track of all customer calls via spreadsheets and company softwareAn unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty Show less

• 

  IndiGo (InterGlobe Aviation Ltd)

  Jul 2015 - now

  o To carry out safe and secure on time operations in accordance with the ground operations manual and all applicable procedures.o Rostering and planning of leave of the CSA/CSE’s/ AM’s/Managers.o Responsible for Manpower Planning at Station to adhere to Operational Requirement.o Check flight schedule / delays and brief Managers to maintain Station On Time Performance.o Co- ordination & Liasoning with airport authorities/ other Indigo departments.o Responsible for conducting Quality Control Audit for Customer Service.o Check the availability/ serviceability of the ground equipment.o Any incident of a serious nature to be communicated over the phone immediately and detailed report to be made within 24 hours.o Leading a Team in case of Emergency Response Situation.o Responsible for performing Staff assessment & appraisals.o On the job training of staff, supervise their grooming & uniforms.o Maintenance of office/airport equipment.o Compiling Daily reports and sending them to the airport manager.o Handling of International Departures and Training of Staff in relation to all the procedures and documentation with regard to flight Handling.o Responsible for nominating eligible staffs for the concerned training at Head officeo Monitoring Payroll sent on timely basis.o Responsible for providing man power details in liaison coordinating with HR Department for conducting interviews at station level. o Responsible for training and observing new joiners development at work area.o Responsible for maintaining all HR Records of the employees.o Responsible for training candidates with functional skills & Customer Service.o Conducting one on one with staff for Organization Betterment.o Responsible to reduce Rude Behavior complaints against staff and take corrective actions. Show less o Leadership & Communication strategyo Assisted customer service representatives with upset customers and helped solved complex issues.o Managing a team of professionals across diverse functions to drive smooth operations & bolster brand visibilityo Conducted training and mentored team members to promote productivity and commitment to friendly service.o Strategic relationship and partnership-building skills-listen attentively, and solving problems creatively.o Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities.o Created customer support strategies to increase customero Business Performance – contribute to business performance by the way of ensuring contribution margin across customers are profitable/positive. o Ensure the process has strong controls so there is no revenue leakageo Handle Vendor Invoice Management and Dispute process on timely resolution.o Ensure all processes are performed as per the agreed terms in Service Level Agreement – Timely & Accurate.o Ensure compliance to Performance Management Framework. Track and monitor other KPI's related to the process. Show less

  • Customer Service Manager

    Dec 2024 - now

  • Assistant Manager

    Jul 2015 - Dec 2024