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Anshul Ahuja

@anshulahuja

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I lead customer escalation teams, resolve complex travel grievances, and improve service processes at MakeMyTrip.

India

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What I'm looking for

I'm seeking a challenging role in the airline, travel, hospitality, or e-commerce industry where I can lead customer escalations, strengthen vendor and team performance, improve processes, and deliver better customer outcomes.

At MakeMyTrip, I lead customer escalation management across leadership, government, social media, and online channels. I focus on timely resolutions, customer satisfaction, and reducing churn through journey mapping, process improvements, and feedback loops.

I manage grievances from sources including the National Consumer Helpline, Ministry of Tourism, Ministry of Civil Aviation, and Dubai Economic Tourism. I prepare performance data and dashboards for leadership reviews while working with Product, Tech, Finance, Marketing, and Sales on customer resolutions.

I've managed escalation teams at outsourced vendor locations, including chat, call center, and social-media complaint teams. My work includes volume forecasting, manpower planning, vendor calibration, process streamlining, and driving closure within committed timelines.

I've also built and delivered process training across vendor locations in India, creating manuals, training plotters, certifications, and OJT support. I bring experience with Amadeus, Galileo, MS Office, Excel, and PowerPoint, and have received Customer Guru and Exemplary Manager awards.

Experience

Work history, roles, and key accomplishments

Current

Senior Manager

Current

MakeMyTrip Pvt. Ltd.

Jan 2025 - Present (1 year 8 months)

Managing escalations received through the leadership team, ensuring timely resolution and working on root cause analysis to fix process, tech, and product issues. Preparing data and attending monthly reviews with leadership.

Customer Escalation Management Root Cause Analysis Leadership Communication Data Analysis Process Improvement

Manager

MakeMyTrip Pvt. Ltd.

Apr 2021 - Dec 2024 (3 years 8 months)

Managed a team handling grievances from government sources and SEO escalation channels, driving customer satisfaction scores and preparing weekly dashboards. Coordinated with internal teams across product, tech, finance, marketing, and sales for complaint resolutions.

Team Management Grievance Handling Dashboard Reporting Stakeholder Coordination Process Improvement

Deputy Manager

MakeMyTrip Pvt. Ltd.

Apr 2018 - Apr 2021 (3 years)

Managed three customer escalations teams at vendor locations, driving customer satisfaction scores and ensuring complaint closures within TAT. Coordinated with vendors and internal teams to resolve customer concerns.

Vendor Management Escalation Management Customer Satisfaction Team Leadership TAT Management

Assistant Manager | Senior Executive

MakeMyTrip Pvt. Ltd.

Jan 2012 - Mar 2018 (6 years 2 months)

Managed level two escalation team at outsourced vendor partner, improved team performance and C-SAT scores. Conducted process trainings at vendor locations and handled priority escalations.

Escalation Management Team Performance Improvement Training and Development CSAT Improvement Process Streamlining

Senior Executive | Executive

IBM Daksh India Pvt. Ltd.

Oct 2009 - Jan 2012 (2 years 3 months)

Handled customer concerns over calls for outsourced process (MakeMyTrip India Pvt Ltd.) and provided real-time resolutions. Promoted to Senior Executive within one year and worked as part of the escalations team.

Customer Support Call Handling Escalation Handling Real Time Issue Resolution