Customer Experience Expert (Airline Operations)
Resume:
Mayank Papanai
Customer Experience Expert
***************@*****.***
Greater Noida West, India
WORK EXPERIENCE
Customer Experience Expert
Aionos
Process Name- IndiGo
Handled passenger queries related to denied boarding, flight cancellations, rescheduling, and Plan B options
.
Coordinated with operations teams to manage flight
disruption cases effectively.
Addressed finance and GST-related concerns, ensuring compliance with company policies.
Delivered timely resolutions to customer issues while maintaining service quality standards .
Supported cross-functional collaboration between
operations, finance, and customer service
departments .
Maintained accurate documentation and reporting for disruption cases and financial adjustments .
Ensured customer satisfaction through clear
communication and problem-solving in high-pressure scenarios.
EDUCATION
Graduation
Pusa University - IHM Kurukshetra
Kurukshetra
12th
Children's Academy School
Dehradun
SKILLS
Customer Service & Communication : Strong ability to handle passenger queries with empathy, clarity, and professionalism
Problem-Solving: Quick decision-making to manage
denied boarding, cancellations, rescheduling, and Plan B options
Operational Knowledge : Understanding of airline
operations, flight schedules, and disruption
management processes.
Financial & Regulatory Compliance : Familiarity with finance processes, GST concerns, and regulatory
requirements
Cross-Functional Collaboration : Coordinating
effectively with operations, finance, and customer
service teams
Documentation & Reporting : Maintaining accurate
records of disruption cases, financial adjustments, and compliance reports.
Adaptability & Stress Management : Ability to work under pressure and resolve issues in high-stakes, time- sensitive scenarios.
Attention to Detail : Ensuring accuracy in financial adjustments, GST handling, and operational processes. Conflict Resolution : Managing difficult conversations with passengers while maintaining professionalism and calmness.
LANGUAGES
English
Native or Bilingual Proficiency
Hindi
Full Professional Proficiency
Achievements/Tasks
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