Abhishek Shukla
Delhi, India
Abhishek Shukla
Operation Manager in Customer Experience
Category : Consulting and advisory
Customer Experience & Operations Leader with 6+ years across Travel, Airline, and Customer Support, managing large‑scale voice and non‑voice processes. Proven ability to turn complex, multi‑channel operations into KPI‑driven delivery engines for brands like Air India, IndiGo, Flipkart Travel, Cleartrip, and IGT Solutions.
Currently working as an Operations Manager via Jobbers.io and Freelancer.com, handling multi‑client global CX operations and distributed teams. I drive governance and consistent service delivery through WBR/MBR/QBR, stakeholder management, and data‑driven decisions, sustaining 95.5%+ SLA with RTA and queue monitoring, workforce coordination, and schedule adherence.
Key outcomes: 15% AHT reduction through call‑flow, SOP, and workflow optimization; up to 20% improvement in SLA adherence via structured tracking and proactive escalation management; FCR above 85%, reducing repeat contacts and improving CSAT; 99%+ accuracy in booking, refund, and fare processes, protecting revenue and customer trust. I have led high‑volume processes and teams (up to 70+ FTEs) across reservations, refunds, reissues, fare desk, chargebacks, and CX escalations with strong compliance and audit readiness.
I leverage CRM, reporting automation, and chatbot/AI‑enabled support to digitize workflows and improve turnaround times. I am upskilled in Lean Six Sigma (White Belt), Effective Leadership, Generative AI, Microsoft 365 Copilot, and Knowledge Management & Customer Analytics, bringing structured problem‑solving and data‑driven insights into CX and operations. I focus on predictive, insight‑led operations using MIS, KPI dashboards, and governance decks for visibility into SLA, AHT, FCR, QA, CSAT, backlog, shrinkage, and adherence.
Currently working as an Operations Manager via Jobbers.io and Freelancer.com, handling multi‑client global CX operations and distributed teams. I drive governance and consistent service delivery through WBR/MBR/QBR, stakeholder management, and data‑driven decisions, sustaining 95.5%+ SLA with RTA and queue monitoring, workforce coordination, and schedule adherence.
Key outcomes: 15% AHT reduction through call‑flow, SOP, and workflow optimization; up to 20% improvement in SLA adherence via structured tracking and proactive escalation management; FCR above 85%, reducing repeat contacts and improving CSAT; 99%+ accuracy in booking, refund, and fare processes, protecting revenue and customer trust. I have led high‑volume processes and teams (up to 70+ FTEs) across reservations, refunds, reissues, fare desk, chargebacks, and CX escalations with strong compliance and audit readiness.
I leverage CRM, reporting automation, and chatbot/AI‑enabled support to digitize workflows and improve turnaround times. I am upskilled in Lean Six Sigma (White Belt), Effective Leadership, Generative AI, Microsoft 365 Copilot, and Knowledge Management & Customer Analytics, bringing structured problem‑solving and data‑driven insights into CX and operations. I focus on predictive, insight‑led operations using MIS, KPI dashboards, and governance decks for visibility into SLA, AHT, FCR, QA, CSAT, backlog, shrinkage, and adherence.
Portfolio
Working hours
- Monday:10h00 To 17h00
- Tuesday:10h00 To 17h00
- Wednesday:10h00 To 17h00
- Thursday:10h00 To 17h00
- Friday:10h00 To 17h00
- Saturday:Not available
- Sunday:Not available
![CX Process Optimization – Reduce handling time, improve FCR, design SOPs. Customer Support Training – Agent training for quality, escalation handling]()
⬇️ 15% reduction in AHT (Average Handling Time) ⬆️ 20% improvement in SLA adherence ⬆️ 85%+ FCR (First Call Resolution) maintained ⬆️ 99% accuracy in GDS booking & refund processing ...
Managed a team of 40 Customer Experience agents and 6 Subject Matter Experts
(SMEs) across mail and voice functions, ensuring effective handling of customer
inquiries and service requests.
• Key KRAs/KPIs:
• Achieved a 15% reduction in Average Handling Time (AHT) by optimizing call flows
and agent workflows.
• Maintained First Call Resolution (FCR) rate above 85% through targeted coaching
and process improvements.
• Ensured 100% adherence to airline policies and quality audit standards,
consistently exceeding compliance targets.
• Developed and maintained agent performance dashboards, providing real-time
visibility of key metrics and enabling proactive performance management.
• Process Management:
• Oversaw the end-to-end customer service process, from initial contact to resolution,
ensuring a seamless and positive customer experience.
• Implemented standardized operating procedures (SOPs) for handling various
customer interactions, including inquiries, complaints, and service requests.
• Monitored and analyzed key performance indicators (KPIs) to identify areas for
process improvement and optimization.
• Project Highlights:
• Led a project to optimize call flows, resulting in a significant reduction in AHT and
improved overall service efficiency.
• Developed and implemented a CX training program focused on enhancing FCR,
quality, and policy adherence .
(SMEs) across mail and voice functions, ensuring effective handling of customer
inquiries and service requests.
• Key KRAs/KPIs:
• Achieved a 15% reduction in Average Handling Time (AHT) by optimizing call flows
and agent workflows.
• Maintained First Call Resolution (FCR) rate above 85% through targeted coaching
and process improvements.
• Ensured 100% adherence to airline policies and quality audit standards,
consistently exceeding compliance targets.
• Developed and maintained agent performance dashboards, providing real-time
visibility of key metrics and enabling proactive performance management.
• Process Management:
• Oversaw the end-to-end customer service process, from initial contact to resolution,
ensuring a seamless and positive customer experience.
• Implemented standardized operating procedures (SOPs) for handling various
customer interactions, including inquiries, complaints, and service requests.
• Monitored and analyzed key performance indicators (KPIs) to identify areas for
process improvement and optimization.
• Project Highlights:
• Led a project to optimize call flows, resulting in a significant reduction in AHT and
improved overall service efficiency.
• Developed and implemented a CX training program focused on enhancing FCR,
quality, and policy adherence .
Supervised a large team of 70 members, comprising 55 agents in voice operations
and 15 in backend roles (audit/chargeback), ensuring efficient handling of diverse
operational functions.
• Key KRAs/KPIs:
• Improved Service Level Agreement (SLA) adherence by 20% through the
introduction of robust tracking mechanisms and proactive escalation management.
• Successfully managed and resolved customer escalations, minimizing negative
impacts on customer satisfaction.
• Conducted regular governance calls, daily huddles, and monthly reporting to ensure
effective communication and performance transparency.
• Implemented quality review frameworks to maintain high service standards and
identify areas for agent development.
• Process Management:
• Managed the escalation process, ensuring timely and effective resolution of complex
customer issues.
• Established and monitored Service Level Agreements (SLAs) to ensure timely
service delivery and customer satisfaction.
• Conducted regular quality audits to assess agent performance and identify areas for
improvement.
• Project Highlights:
• Introduced SLA tracking and quality review frameworks to enhance service delivery
and performance management.
• Developed a structured escalation handling framework, resulting in faster resolution
times and improved customer satisfaction.
and 15 in backend roles (audit/chargeback), ensuring efficient handling of diverse
operational functions.
• Key KRAs/KPIs:
• Improved Service Level Agreement (SLA) adherence by 20% through the
introduction of robust tracking mechanisms and proactive escalation management.
• Successfully managed and resolved customer escalations, minimizing negative
impacts on customer satisfaction.
• Conducted regular governance calls, daily huddles, and monthly reporting to ensure
effective communication and performance transparency.
• Implemented quality review frameworks to maintain high service standards and
identify areas for agent development.
• Process Management:
• Managed the escalation process, ensuring timely and effective resolution of complex
customer issues.
• Established and monitored Service Level Agreements (SLAs) to ensure timely
service delivery and customer satisfaction.
• Conducted regular quality audits to assess agent performance and identify areas for
improvement.
• Project Highlights:
• Introduced SLA tracking and quality review frameworks to enhance service delivery
and performance management.
• Developed a structured escalation handling framework, resulting in faster resolution
times and improved customer satisfaction.
Oversaw a team of 60 agents responsible for handling travel bookings, refunds, and GDS
(Global Distribution System) support, ensuring seamless service delivery.
• Key KRAs/KPIs:
• Maintained a 99% accuracy rate in booking and refund processing, minimizing errors
and ensuring customer satisfaction.
• Achieved a 95% compliance rate with service delivery standards and procedures.
• Effectively coordinated with client Points of Contact (POCs) to address issues and
implement feedback-driven improvements.
• Process Management:
• Managed the booking and refund process, ensuring accuracy and efficiency.
• Provided GDS support, including fare calculations and ticketing.
• Collaborated with client POCs to address service-related issues and implement
improvements.
• Project Highlights:
• Implemented feedback-based process improvements, leading to increased efficiency and
customer satisfaction
(Global Distribution System) support, ensuring seamless service delivery.
• Key KRAs/KPIs:
• Maintained a 99% accuracy rate in booking and refund processing, minimizing errors
and ensuring customer satisfaction.
• Achieved a 95% compliance rate with service delivery standards and procedures.
• Effectively coordinated with client Points of Contact (POCs) to address issues and
implement feedback-driven improvements.
• Process Management:
• Managed the booking and refund process, ensuring accuracy and efficiency.
• Provided GDS support, including fare calculations and ticketing.
• Collaborated with client POCs to address service-related issues and implement
improvements.
• Project Highlights:
• Implemented feedback-based process improvements, leading to increased efficiency and
customer satisfaction
Led a team of 36 agents, including 28 on the Fare Desk (voice) and 8 in backend
(Chargebacks), managing critical functions related to fare management and financial
transactions.
• Key KRAs/KPIs:
• Improved team resolution time by 15% through targeted upskilling and process
optimization.
• Reduced chargeback-related revenue losses by 10% by implementing enhanced SOPs
and dispute resolution strategies.
• Maintained high levels of Quality Assurance (QA) and compliance with relevant
regulations and procedures.
• Process Management:
• Managed fare desk operations, including handling customer inquiries related to fares,
ticketing, and related services.
• Oversaw the chargeback handling process, including dispute resolution and prevention
of revenue loss.
• Developed and implemented training plans and SOPs to minimize errors and improve
efficiency.
Project Highlights:
• Reformed the chargeback and dispute process, establishing SOPs to minimize revenue
losses.
• Designed and delivered training plans and SOPs, contributing to a reduction in errors
and improved team performance.
(Chargebacks), managing critical functions related to fare management and financial
transactions.
• Key KRAs/KPIs:
• Improved team resolution time by 15% through targeted upskilling and process
optimization.
• Reduced chargeback-related revenue losses by 10% by implementing enhanced SOPs
and dispute resolution strategies.
• Maintained high levels of Quality Assurance (QA) and compliance with relevant
regulations and procedures.
• Process Management:
• Managed fare desk operations, including handling customer inquiries related to fares,
ticketing, and related services.
• Oversaw the chargeback handling process, including dispute resolution and prevention
of revenue loss.
• Developed and implemented training plans and SOPs to minimize errors and improve
efficiency.
Project Highlights:
• Reformed the chargeback and dispute process, establishing SOPs to minimize revenue
losses.
• Designed and delivered training plans and SOPs, contributing to a reduction in errors
and improved team performance.
“Customer Experience Manager with 5+ years in travel & support operations. Expert in CX strategy, process optimization, and leading high-performing teams for brands like Air India, Indigo, and Flipkart Travel.”
• Resolved inbound/outbound customer issues, processed bookings and reissues.
• Handled chargeback/disputes with a focus on CSAT and accuracy.
• Handled chargeback/disputes with a focus on CSAT and accuracy.
Comprehensive diploma covering international and domestic travel operations, customer service excellence, global distribution systems (GDS), and tourism management. Built a strong foundation in fare desk operations, itinerary planning, and client servicing.
- PMI Kickoff™ (Predictive) badge 07/03/2026
![PMI Kickoff™ (Predictive) badge]()
"I’m excited to share that I have officially earned the PMI Kickoff™ (Predictive) badge from the Project Management Institute (PMI)! 🎓
Having spent over 5 years leading operations and high-impact teams in the aviation and travel sectors, I’ve always focused on structured processes and SLA governance. This certification formalizes that experience through the lens of Waterfall (Predictive) Project Management.
My core focus remains on delivering business value through:
✅ Strategic Project Planning & Execution
✅ Risk Mitigation (RCA/CAPA)
✅ Stakeholder Management
✅ Operational Excellence & Scalability
I am now looking forward to applying these structured frameworks to new freelance and contractual Project Management opportunities.
hashtag#ProjectManagement hashtag#PMI hashtag#Waterfall hashtag#OperationsManager hashtag#AviationIndustry hashtag#CareerGrowth hashtag#FreelancePM" - Diploma in Travel & Tourism Management – Skylark Institute of Travel 01/04/2019
![Diploma in Travel & Tourism Management – Skylark Institute of Travel]()
Comprehensive diploma covering international and domestic travel operations, customer service excellence, global distribution systems (GDS), and tourism management. Built a strong foundation in fare desk operations, itinerary planning, and client servicing. - Certificate in Travel & Tourism 01/04/2019
![Certificate in Travel & Tourism]()
Certification validating expertise in travel industry fundamentals, including reservations, ticketing, fare calculations, and customer handling. Strengthened professional knowledge of tourism trends and customer-centric service delivery. - Certificate of Achievement – Project Disha (2019) 01/04/2019
![Certificate of Achievement – Project Disha (2019)]()
Recognition for successfully completing Project Disha, a professional development initiative aimed at leadership, teamwork, and customer service innovation. Demonstrated problem-solving, adaptability, and initiative. - 6PHD Global Rail Convention (2019) 18/02/2019
![6PHD Global Rail Convention (2019)]()
Participated in an international convention focused on rail industry innovations, customer experience in travel, and global transportation trends. Gained insights into enhancing CX in large-scale passenger operations. - 5PHD Aviation Summit (2019) 18/02/2019
![5PHD Aviation Summit (2019)]()
Engaged in industry discussions on aviation service excellence, customer satisfaction, and process efficiency. Strengthened expertise in CX frameworks specific to airline and aviation operations. - Destination Training: Orlando (Think Strawberries) 25/08/2018
![Destination Training: Orlando (Think Strawberries)]()
In-depth training on Orlando as a global travel destination, including theme park experiences, leisure travel planning, and customer engagement strategies. Improved destination knowledge to support high-quality travel consultations. - Destination Training: Jordan (Think Strawberries) 30/07/2018
![Destination Training: Jordan (Think Strawberries)]()
Specialized destination program focused on Jordan’s tourism ecosystem, covering cultural attractions, travel itineraries, and hospitality best practices. Enhanced ability to design tailored travel solutions and improve customer experience.
- 🇬🇧 English
- 🇮🇳 Hindi
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