Ishita Nigam

Directed daily shift operations and roster management for a team of 15+ L1/L2 executives across 24/7 rotational queues, sustaining >98% SLA compliance. Led a specialized 10-member operations team for high-complexity flight cancellation refunds, partial payments, credit-shell conversions, and chargeback dispute reconciliations.

Administered end-to-end domestic and international flight refund validations, cross-verifying complex airline fare rules, tax breakdowns, cancellation penalties, and PNR historical transaction logs. Coordinated with partner airline commercial support desks to unfreeze stuck refunds and resolve aging financial discrepancies within target Turnaround Time.

Managed full-lifecycle group desk operations including lead conversion, airline fare negotiations, passenger data validation, block seat inventory allocations, ticketing, and post-sales support. Executed ticket issuance, re-issuances, and name corrections across GDS platforms and proprietary airline portals.

Spearheaded post-sales onboarding operations for assigned client leads, verifying customer documentation and steering learners through the complete orientation process. Managed end-to-end student loan disbursal workflows and facilitated cross-functional communication between admissions, finance, and operations.

Delivered exceptional customer service to airline passengers in a professional airport terminal environment, executing passenger terminal services across flight reservations, GDS ticketing, check-in counters, seat assignments, boarding gate management, and baggage handling. Managed severe irregular flight operations and extended delays, re-accommodating travelers in compliance with airline policy

Pursuing a Bachelor of Arts in Tourism Studies.

Completed the Professional Airport Management & Customer Care program in 2018.

Completed a Diploma in Aeronautical Engineering in 2017.