Looking for a job

anmol gulati

@anmolgulati

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I lead airline customer operations, improving escalation speed, CSAT, and multi-channel service delivery.

India

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What I'm looking for

I'm looking to lead customer experience or operations teams where I can improve service delivery, strengthen escalation management, develop people, and use data to improve customer outcomes.

At IndiGo Airlines, I lead customer experience operations across voice, chat, and email, managing a 50-member team and more than 10,000 customer cases annually.

I've reduced escalation turnaround time from 8 hours to 4 hours and improved first response time from 5 hours to 1.2 hours through process redesign, real-time monitoring, workforce planning, and structured coaching.

I work closely with Operations, Training, and Quality teams using Salesforce CRM, Navitaire (Amadeus), and Power BI dashboards. I also manage regulatory escalations involving DGCA, the Nodal Appellate Authority, and AirSewa while maintaining quality and compliance standards.

Before IndiGo, I managed end-to-end travel planning for 150+ clients at Travel With Art and supported garment trading and production operations. I'm pursuing an MBA and bring practical experience in service recovery, team development, stakeholder coordination, and customer-focused operations.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Manager

Current

IndiGo Airlines

Jan 2022 - Present (4 years 8 months)

Lead a team of 50 across multi-channel service delivery, reducing escalation TAT from 8 to 4 hours and improving FRT from 5 to 1.2 hours. Oversee resolution of over 10,000 customer cases annually, including regulatory escalations to DGCA, Nodal Appellate Authority, and AirSewa.