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Manager Customer Service

Location:
Thane, Maharashtra, India
Posted:
December 21, 2019

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Resume:

Shamika Sawant

Address: Stream ***, Kalpataru Hills, Opp. Tikujiniwadi Chitalsar Manpada, Thane west 400601

ada4hg@r.postjobfree.com; Mobile: 982*******

OBJECTIVES:

As a trained & certified Six Sigma Black Belt I am determined to perform to my fullest and create a name for myself and the organization that I am representing.

PROFFESSIONAL EXPERIENCE:

Completed on job practical training, with August Travel Services Pvt. Ltd.

Worked with, August Travel Services Pvt. Ltd for 8 Months.

Worked with, World Network Global Services (WNS) Pvt. Ltd. from 10th Nov 2003 to 30th Jun 2006.

Worked with, TATA Consultancy Services from Jul 2006 to Apr 2015.

Currently working with OE SERVIS from Jan 2016.

OE SERVIS (Group Leader – Fare Filing) July, 2019 to till date.

Working in fare filing / pricing team

Allocation of work as per priority and urgency

Solving team queries

Performing QC for PNR issues by ticketing team

Working on Sabre. My fare Filing

Working on fare comparison for different Airlines

OE SERVIS (Business Analyst – Airline Metrics) January, 2019 to June 2019.

Currently working as a Business Analyst for Airline Metrics team since Jan 2019.

Deep analysis of various airline reports to enhance the profitability of the organization.

Fare loading for airline metrics system.

Preparing Pipeline & Management reports for clients.

OE SERVIS / JR Technologies (Quality Assurance Leader – Quality Team) January, 2016 to December, 2018.

Main responsibilities: Handling a team for Quality checks.

CRS Knowledge – Sabre, Amadeus, Galileo, EDS, World span, Abacus, Fare expert.

System Knowledge – Atpco, My Fares, Fare Manager, All CRS, Excel, Mini Tab

Quality project done with Time & Motion to calculate productivity hours for team.

Introduced daily task sheet, daily briefings for process improvement.

Currently working on RCA of Error Observations, Sample Checks done in Process & Also working on Quality measures followed in the team.

Preparing different processes MIS reports.

Making quality presentation slides along with graphs for Monthly Calls & Monthly Management Meetings.

Working on ADM’s received for ticketing errors.

Working on Idea project and ideas generated by various team members.

Completed basic ISO 9001:2015 training.

Maintaining ISO documents as per ISO norms.

Auditing teams as per ISO norms.

TATA CONSULTANCY SERVIS (July 2006 – April 2015)

Worked with pricing department, handled various projects till date like Sabre pacific, British Midland, Philippines Airlines and SN Brussels Airlines as a process lead and was working as a shift lead.

Main responsibilities: Fare Filing & Distribution, Quality Assurance.

CRS Knowledge – Sabre, Amadeus, Galileo, EDS, Worldspan, Abacus.

System Knowledge – Atpco, My Fares, Fare Manager, All CRS.

WORLD NETWORK SERVICES (Nov 2003 – June 2006)

Worked on British Airways Passenger Revenue Accounting as a Customer Service Associate.

Systems Used: Interline Billing Integrated Solutions (IBIS), Amadeus (BABS) ATPCO, Passenger Revenue Evaluation System (Press).

QUALIFICATION:

Completed TY B.com from Mumbai University in the year 2001

Completed IATA Foundation Level from Mumbai in the year 2002

Completed IATA Consultant Level from Mumbai in the year 2003

Completed Zero Octa Auditing diploma in the year 2003

Six Sigma Black Belt from ISPE with accredition from ASLSS,USA,The SSC,USA and Stat Stuff, USA as a training partner.

ADDITIONAL QUALIFICATION:

German Language Elementary level by Maxmuller Bhavan (GOETHE INSTITUTE).

Completed German Language Elementary level by Excellent Academy.

PERSONAL DETAILS:

Date of Birth : 14th June 1980

Languages Known : Marathi, Hindi and English

Marital Status : Married

Signature:

(Shamika Sawant)



Contact this candidate