Nilesh R. Bhawar
Business Analyst With Immersive Travel Experiences, Process Automation & User Experience (UX) Enhancement
Mumbai
Summary
Dynamic operations manager with a proven track record of enhancing organizational efficiency through innovative employee motivation techniques and robust policy implementation. Expertise in navigating industry best practices, market trends, and regulatory requirements ensures compliance and strategic alignment. Results-oriented leader combining analytical thinking with practical solutions to drive business planning and effectively address daily challenges. Committed to fostering a collaborative work environment that empowers teams and maximizes productivity.
Overview
24
24
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Manager
Thomas Cook India Ltd
01.2010 - Current
- Managed and motivated employees to be productive and engaged in work.
- Handling L2 support issues, coordinating with tech support, and getting the issue addressed with a solution.
- Accomplished multiple tasks within established timeframes.
- As a BA, I am taking requirements from the business and sharing them with developers and the tech lead for implementation.
- Testing changes made by the tech team and working towards continuous system improvement.
- Maximized performance by monitoring daily activities and mentoring team members.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
Helpdesk Executive
Amadeus India Pvt. Ltd
06.2007 - 12.2009
- Maintained accurate records of all support requests, enabling data-driven improvements to helpdesk operations.
- Solving the issue regarding pricing the PNR.
- Helping travel agents in claiming the PNR from the airline.
- Helping travel agents with different issues related to the airline ADM.
- Solving issues related to the ticket reissue.
- Helping the travel agent in synchronizing the Amadeus PNR with the airline PNR.
- Performed thorough diagnostics on reported issues before escalating them to higher-level support teams if needed, minimizing wasted time and resources spent on simple fixes that could have been resolved sooner.
- Conducted training sessions for new helpdesk staff, fostering a culture of continuous learning and professional growth.
- Streamlined helpdesk processes for increased efficiency and improved response times.
- Stayed current on industry best practices through regular professional development activities, incorporating new strategies into day-to-day operations as needed.
- Managed a help desk consisting of 40 employees, and conducted performance evaluations.
- Installed, modified, and repaired software and hardware to resolve technical issues.
Helpdesk Analyst
NCR Corporation India Pvt. Ltd
03.2005 - 05.2007
- Solving the issue regarding pricing the PNR. Helping travel agents in claiming the airline booking with additional support for car, hotel, and issues related to the ticket reissuance.
- Logged support tickets and closed when issues were resolved.
- Enhanced customer satisfaction by resolving technical issues promptly and accurately.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Resolved technical issues by troubleshooting.
- Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Provided on-call support for critical issues related to Amadeus.
- Provided customer support and technical support to 250 customers daily.
- Managed critical incidents effectively under high-pressure situations while maintaining professional communication with affected parties.
- Provided exceptional remote support via phone, email, or chat, ensuring timely resolutions for geographically diverse users.
- Actively participated in ongoing professional development opportunities to stay current on industry trends and technology advancements impacting the help desk environment.
Senior Leisure Travel Executive
Orient Tourism Pvt. Ltd.
07.2004 - 02.2005
- Handling domestic air ticketing on the Amadeus system.
- Handling both International and Domestic Tours departments.
- Spearheaded the company rebranding initiative, resulting in significantly improved market presence and customer engagement through travel brochure designing and handling the promotion campaign at the Center One in Navi Mumbai.
- Secured substantial media coverage for company initiatives, amplifying brand visibility and public engagement.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Elevated customer service standards by introducing new training programs for front-line staff.
Leisure Travel Executive
Travel Deal Hotels & Tours Worldwide
03.2002 - 06.2004
- Travel Brochure Designing. Designing the company logo. Maintaining a daily client list. Looking after the office administration. Handling the International Hotel and Tours Booking.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Mentored junior staff members for accelerated career growth, developing future leaders within the organization.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Education
MBA - Hospitality And Tourism Management
United Business Institutes Brussels
Mumbai 04.2001 -
Ph.D. - Tourism And Travel Management
Garware Institute of Career Education And Development
Mumbai, India 04.2001 -
B.Com - Tourism
ICLES' Motilal Jhunjhunwala College
Vashi, India 04.2001 -
Skills
- Executing marketing promotions
- Travel promotional design
- Skilled in managing Amadeus ticket reservations
- Office operations coordination
- Proficient in managing accommodation reservations
- Travel planning expertise
Accomplishments
- Supervised team of 50 staff members.
Certification
Diploma in office automation & accountancy NIIT
Nature Lover, Solo Rider, Singer, Artist
Since nature lover, like to go for camping, treks. Nature has inspired me a lot to travel, that made solo rider. Have visited multiple place within India on bike, love to sing.
Timeline
Manager
Thomas Cook India Ltd
01.2010 - Current
Helpdesk Executive
Amadeus India Pvt. Ltd
06.2007 - 12.2009
Helpdesk Analyst
NCR Corporation India Pvt. Ltd
03.2005 - 05.2007
Senior Leisure Travel Executive
Orient Tourism Pvt. Ltd.
07.2004 - 02.2005
Leisure Travel Executive
Travel Deal Hotels & Tours Worldwide
03.2002 - 06.2004
MBA - Hospitality And Tourism Management
United Business Institutes Brussels
04.2001 -
Ph.D. - Tourism And Travel Management
Garware Institute of Career Education And Development
04.2001 -
B.Com - Tourism
ICLES' Motilal Jhunjhunwala College
04.2001 -