Ashish Saxena
@ashishsaxena106
I improve travel operations through quality governance, vendor performance, analytics, AI-assisted auditing, and process automation.
IndiaWhat I'm looking for
At ixigo, I manage end-to-end quality governance across Flights and Hotels operations, covering five processes, two vendor locations, and 58 consultants. I conduct around 1,100 quality audits monthly while supporting high-volume case management and disruption-led operations.
I've used ChatGPT, Claude, ixigo Echo, and ixigo Vision to analyze performance, identify root causes, prioritize urgent cases, and deliver targeted coaching. My Schedule Change Intimations automation framework is projected to reduce manual handling by 43% and improve customer notification turnaround time by approximately six hours.
Previously at Concentrix, I improved service quality through audits, coaching, reporting, training, and cross-functional corrective actions. I build SOPs, dashboards, calibrations, and improvement programs that turn operational data into better customer experiences and stronger vendor performance.
Experience
Work history, roles, and key accomplishments
Managed end-to-end quality governance for 5 processes across 2 vendor locations, covering 58 consultants. Conducted approximately 1,100 quality audits per month across Flights and Hotels, and leveraged AI tools for analysis and automation.
Monitored customer service calls and interactions against quality standards and compliance requirements. Used Salesforce, Power BI, and Galileo tools to analyze and report quality data, and provided coaching and support to improve service quality.
Provided technical support to customers via chat and phone in a high-volume environment. Collaborated with product and quality teams, coached junior members, and conducted training sessions.
Education
Degrees, certifications, and relevant coursework
Indira Gandhi National Open University
Bachelor of Arts, Psychology
Bachelor's Degree in Arts with a focus on Psychology.
CBSE
12th
Completed 12th standard under the Central Board of Secondary Education.
CBSE
10th
Completed 10th standard under the Central Board of Secondary Education.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Social media
Job categories
Skills
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