Joy Mukherjee
@joymukherjee
I lead airline customer escalations, refunds, and SLA-driven service delivery across global travel operations.
IndiaWhat I'm looking for
I'm currently at Air India, managing customer grievances, refunds, regulatory escalations, and SLA compliance while guiding frontline teams toward high service standards.
Previously at Expedia Group, I resolved customer complaints and queries and supported frontline teams through effective escalation handling. At Qatar Airways, I handled reservations, ticketing, loyalty customer support, and airport-aligned operations.
My aviation operations experience also includes IndiGo, where I managed ticketing, boarding gate processes, arrivals, airport customer service, and escalation resolution.
Across customer service, business development, and team leadership roles, I've improved CRM processes, mentored junior staff, recruited advisors, and supported sales and operational goals. I'm seeking a senior customer care role focused on consistent voice-based customer experience, quality, and operational efficiency.
Experience
Work history, roles, and key accomplishments
Senior Associate Lead
Air India
Jul 2025 - Present (1 year 2 months)
Managing customer grievances and refunds while guiding frontline teams to achieve high customer satisfaction. Ensuring SLA compliance and handling regulatory escalations.
Escalation Supervisor
Expedia
Aug 2023 - Jun 2025 (1 year 10 months)
Resolved customer complaints and queries while guiding frontline teams. Ensured high customer satisfaction through effective escalation handling and support.
Customer Service Agent 2
Qatar Airways
Oct 2021 - Aug 2023 (1 year 10 months)
Handled airline reservation and ticketing operations. Provided customer service support to loyalty customers and aligned operations with airport requirements.
Associate Business Development Manager
ICICI Prudential Life Insurance Co Ltd
Nov 2020 - Aug 2021 (9 months)
Managed a team of advisors and recruited fresh advisors to strengthen sales coverage. Channeled team efforts toward achieving organizational goals and optimized CRM processes.
Marketing and Sales Manager
Metro Hospital and Research Institute
Jun 2020 - Nov 2020 (5 months)
Handled sales, operations, marketing, and business development activities to boost organizational growth.
Customer Service Officer
IndiGo
Oct 2016 - Jun 2020 (3 years 8 months)
Managed airport operations including ticketing and boarding gate processes. Handled arrivals and airport customer service operations and ensured smooth escalation resolution.
Developed and executed strategic initiatives for business development and sales programs.
Assistant Team Lead
Kochar Infotech Pvt Ltd
Aug 2013 - Mar 2015 (1 year 7 months)
Supervised teams and handled escalations. Implemented process improvements to enhance service delivery and mentored junior staff.
Education
Degrees, certifications, and relevant coursework
Mountain Institute of Management and Technology
B.B.A. / B.M.S., Management
Grade: 70%
Completed B.B.A. / B.M.S. in Management with a grade of 70%.
CBSE
10th, English
Completed 10th grade with English as a subject.
Certified AI Tool and ChatGPT Expert
Certification, AI Tools
Certified AI Tool and ChatGPT Expert.
CBSE
12th, English
Completed 12th grade with English as a subject.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
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