Hitesh Sharma

I’m a results-driven operations professional with 8+ years in Customer Experience Management, Online Reputation Management, Social Listening, and Crisis management. My focus is turning real-time customer and stakeholder situations into measurable improvements through clear communication and disciplined execution.

Since March 2022, I’ve worked as Shift Incharge - Passenger Experience at Indira Gandhi International Airport, managing end-to-end Customer Response & Reputation Management. I oversee 24 CRM channels (including social media platforms, emails, and government grievance portals), manage TAT/FRT KPIs, run team training and onboarding, and lead crisis & critical communication handling.

I’m recognized for operational excellence under pressure—implementing Business Continuity Management System during downtimes to ensure zero service disruption, coordinating with AOCC and cross-functional teams for real-time passenger assistance, and applying Root Cause Analysis frameworks to reduce repeat customer complaints. I also conduct quality audits for outsourced call centers and other customer processes, supported by comprehensive daily and monthly reporting.

Earlier, I strengthened my online reputation leadership at NetImpact Solutions (Axis Bank Process) and Cashify.in, handling urgent social media escalations, CEO escalations, and multi-platform reputation work while improving app ratings. I bring a strong stakeholder mindset, proactive review management, and a commitment to compliance with Civil Aviation (OMDA/DGCA/BCAS) protocols.