Firdous Shaikh
Deputy Manager
About
Firdous Shaikh is a Deputy Manager with extensive experience in the travel industry. With 10 years in the field, they possess a strong specialization in airline reservations, ticketing, and customer service operations. They aim to leverage their qualifications and experience in a challenging role within a progressive organization, embracing new methodologies to remain competitive. Firdous seeks a position such as Travel Operations Manager or Customer Service Manager to further utilize their expertise and drive operational excellence.
Looking For
Experience
Deputy Manager
Oct 2023 – Till dateConcentrix Services IND Pvt Ltd
- Led teams managing airline reservations, ticketing, and customer queries.
- Monitored operations for adherence to KPIs like AHT, CSAT, and quality scores.
- Resolved escalated passenger cases and ensured compliance with policies and regulations.
Supervisor
Oct 2022 – Oct 2023 · 1 yrWNS Global Services · Airoli, Navi Mumbai
- Managed ticketing and reservations for Expedia's North America point of sale.
- Utilized Amadeus and Sabre Red workspace for GDS operations.
- Handled exchanges, revalidations, refunds, and extenuating circumstances.
Team Leader
Jan 2021 – Sep 2022 · 1 yr 8 mosArrivia Vacations IND Pvt Ltd · BOM-India
- Processed reservations and handled client queries, providing travel information and fare calculations.
- Resolved refund requests and customer complaints for past travel.
- Managed online and manual bookings, arranged group reservations, and booked insurance.
Travel Administrator
Jul 2020 – Jan 2021 · 6 mosRandstad India Pvt Ltd · Mumbai – India
- Ensured operations aligned with external regulatory authorities and travel agent products.
- Managed outlet operations and motivated ticketing assistants with incentives.
- Assisted in improving internal systems and procedures, and conducted market surveys.
Team Coach
Apr 2018 – Aug 2019 · 1 yr 4 mosWIPRO PVT LTD. · Mumbai – India
- Promoted to Team Coach, reporting to the Asst Team Manager.
- Managed airline messages for schedule changes, ticketing, refunds, and re-issues.
- Contacted passengers regarding rejected credit card payments.
Skills
Industry & Compliance
Technical Proficiency
GDS & Reservations Systems
Customer Operations & Service
Industries
GCC Readiness
Languages
Education & Certifications
Bachelor of Management Studies
University of Mumbai · 2015
Diploma in travel and tourism management and int’l airlines