WNS Global Services - Delta Air Lines Process
|Associate (Promoted to Subject Matter Expert, Flex Trainer)
Gurgaon, Haryana, India
Summary
Led comprehensive airline reservation operations and training initiatives for Delta Air Lines, rapidly achieving Subject Matter Expert status and significantly improving team performance and customer satisfaction.
Highlights
Achieved rapid promotion to Subject Matter Expert and Flex Trainer within three months, recognized for exceptional KPI performance, operational excellence, and deep process expertise in airline reservations.
Coached and mentored a team of 20+ advisors, elevating overall SIS performance from 70-75% to 85-90% through targeted coaching and comprehensive performance reviews.
Reduced the Skill-to-Skill Transfer Rate by 4–8% by enhancing knowledge management practices, developing robust process documentation, and providing critical floor-wide operational support.
Designed and delivered interactive training programs, including PowerPoint presentations, SOPs, and knowledge articles, enabling trainee batches to achieve 78% SIS during training and sustain 80%+ SI performance in production.
Managed end-to-end airline reservation operations for Delta Air Lines, including complex flight bookings, ticket reissues, itinerary modifications, and schedule changes, consistently meeting stringent SLA, quality, and compliance standards.
Collaborated cross-functionally with Operations, Quality, and Training teams to implement policy updates, streamline workflows, and drive continuous process improvement initiatives that enhanced customer experience.
Leveraged AXIS and Amadeus integration to efficiently manage airline reservation workflows, consistently exceeding productivity, quality, and customer satisfaction targets.