Pooja Sharma
New Delhi
Summary
Proven track record of providing exceptional customer service and ensuring smooth operations within the airline industry. Skilled in reservation systems, flight coordination, and passenger assistance. Adept at handling high-pressure situations with composure and efficiency. Strong communicator with a focus on fostering positive relationships with passengers, colleagues, and stakeholders.
Overview
17
17
years of professional experience
Work History
Revenue Retention Controller
AIR INDIA
03.2023 - Current
- Coordinate with internal team, airports, Call Centre, and provide real-time support to flight crews, airport staff and passengers to resolve operational issues.
- Ensure prompt rebooking of misconnected guests and expertly manage charter flight bookings on inventory systems and refunds.
- Manage inventory, including seat availability, cargo capacity, and other inventory-related tasks.
- Update flight configuration, including seat maps, aircraft changes, and other configuration updates
- Handle disruptions, transfers, and schedule changes, including re-routing passengers and updating flight schedules.
Reservation Supervisor
LOT Polish Airlines
01.2019 - 03.2023
- Streamlined reservation processes including fresh air tickets, EMD, Re-issuance, Cancellations & partial refunds for increased efficiency and reduced booking errors.
- Analyzed booking trends and data, adjusting strategies to optimize occupancy rates.
- Contributed to the development of standard operating procedures for the reservations department, promoting consistency in operations across the organization.
- Resolved customer complaints professionally, maintaining positive company reputation and guest satisfaction.
- Assisted in the development of revenue management strategies, achieving consistent growth in room reservations.
Reservation & Ticketing Executive
Korean Air
02.2018 - 11.2018
- Manage B2B and walk-in clients for Korean Air, handling tasks such as ticket issuance, re-issuance, upgrades/Redemption tickets, excess baggage EMD, and pre/post-flight checks.
Senior Travel Consultant
Stone Travels Pvt. Ltd. (PSA of DRUKAIR)
05.2015 - 12.2017
- Handling all the B2B client and Walk in client of DRUK Airways.
- Organize Domestic and International travel booking as per the client’s requirement for E.g. Air ticket, Hotel, Visa, Passport, Car rental etc.
Reservation Counter Executive
IRAQI AIRWAYS (GSA With ALL INDIA TRAVEL SERVICES)
02.2014 - 05.2015
- Handling International Ticketing Exchange, Reconfirmation, Voucher/ & Issuances of Paper Ticket, Refund, Rerouting, Excess Baggage, Group booking across the counter
Senior Customer Care Executive
Intelenet Global Services
09.2010 - 06.2012
- Processed schedule change reservations and ticket exchanges on GDS platforms (Apollo, Worldspan, Sabre) for airlines and passengers.
Process Associate
Inter Globe Technologies Pvt. Ltd./Air India NACIL
10.2009 - 09.2010
- To communicate with clients and solving their queries according to their needs by using IC operating system i.e. SITA.
Ticketing Executive
Indian Airlines Call-Center(Omnia BPO Services Ltd
11.2007 - 10.2009
- Utilize SITA IC operating system to communicate with clients, resolve queries, and perform tasks such as reservations, GI page checks, and tele-check-in.
Education
12thPassed -
C.B.S.E. board
Graduate -
H.P. Shimla University
1-year computer application diploma -
F-TEC
1-year diploma in Management -
IGNOU
MTTM program - Travel & Tourism Management
IGNOU
Delhi07-2026
Skills
- Ability to Work in a Team
- Microsoft Office
- Customer Relationship Management
- Amadeus / CM and Inventory systems
Languages
English
Hindi
Timeline
Revenue Retention Controller
AIR INDIA
03.2023 - Current
Reservation Supervisor
LOT Polish Airlines
01.2019 - 03.2023
Reservation & Ticketing Executive
Korean Air
02.2018 - 11.2018
Senior Travel Consultant
Stone Travels Pvt. Ltd. (PSA of DRUKAIR)
05.2015 - 12.2017
Reservation Counter Executive
IRAQI AIRWAYS (GSA With ALL INDIA TRAVEL SERVICES)
02.2014 - 05.2015
Senior Customer Care Executive
Intelenet Global Services
09.2010 - 06.2012
Process Associate
Inter Globe Technologies Pvt. Ltd./Air India NACIL
10.2009 - 09.2010
Ticketing Executive
Indian Airlines Call-Center(Omnia BPO Services Ltd
11.2007 - 10.2009
Graduate -
H.P. Shimla University
1-year computer application diploma -
F-TEC
1-year diploma in Management -
IGNOU
12thPassed -
C.B.S.E. board
MTTM program - Travel & Tourism Management
IGNOU
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