Abhijit Ramesh Londhe

Airline operations and customer experience professional with 20+ years of experience in passenger reservations, ticketing, reissuance, cancellations, rebooking and ancillary service upselling for Singapore Airlines.  Hands-on experience with Amadeus (ARD) and One Point, including PNR handling, fare-rule checks, ticket re-issuance, interaction logging and KrisFlyer Account support.  Strong background in high-volume voice, email and chat customer service, complaint resolution, data confidentiality, customer verification and GDPR-aware handling of passenger information.  Brings strong expertise in B2B sales, client acquisition, team supervision, and business operations, supported by an MBA in Marketing and hands-on entrepreneurial leadership experience.

• C++
• Customer serviceAdvanced
• Customer Service ExcellenceAdvanced
• Microsoft Office Suite
• Microsoft Word

1. Operations Associate — Singapore Airlines Process

   Wipro Limited

   Jun 2026 to Present

   Airoli Mindspace, Mumbai

   Client: Singapore Airlines (Airoli Mindspace, Mumbai) • Manage the end-to-end ticket reissue cycle on GDS (ARD): retrieve and verify PNRs, confirm fare conditions, change penalties and revalidation eligibility, then reprice and reissue tickets in line with airline procedures. • Resolve KrisFlyer Account mileage disputes by cross-checking flown status and accrual eligibility, processing Retroactive Mileage Claims where applicable. • Handle high-priority complaints across voice and email queues, logging every interaction as a remark on the shared record so the next agent has full case context. • Verify customer identity against approved authentication steps before discussing or amending any booking, in line with company data-protection protocols. • Upsell ancillary services within the ticketing workflow, contributing directly to per-passenger revenue.

2. Senior Customer Service Associate

   Expert Source Global Solution Pvt. Ltd.

   Apr 2025 to May 2026

   Client: Send Flowers (fromyouflowers.com) • Managed end-to-end order lifecycles for Send Flowers (fromyouflowers.com), tracking deliveries and resolving billing queries within quality benchmarks. • Led the recovery of a high-visibility complaint from a Send Flowers customer involving a delayed, damaged Mother's Day order — escalated to leadership, issued a personal apology, and closed the case with a replacement and refund, retaining the customer relationship. • Sustained high-volume email and chat support while consistently meeting quality and productivity benchmarks.

3. Corporate Sales Manager

   BOOK Eventz (Urban Online Services Pvt. Ltd.)

   Jul 2024 to Jan 2025

   • Generated new B2B leads and built partnerships with corporate clients for event and hospitality packages. • Matched client requirements to available venues and vendors, managing expectations transparently when exact requests could not be met. • Coordinated with operations and finance teams to deliver corporate events on schedule.

4. Proprietor

   Sandhya Management

   Aug 2006 to Jul 2024

   • Built and ran an independent service business for 18 years, from market research through client acquisition. • Owned the full sales cycle: cold calling, pipeline management and corporate price negotiation. • Coordinated logistics, warehousing, finance and marketing functions to keep operations running smoothly. • Took on freelance event coordination and staffing support work alongside core business operations, including on-site vendor management, logistics coordination and venue negotiations for client events. • Work was seasonal and assignment-based rather than fixed income, with earnings dependent on the volume of work received.

5. Customer Service Support

   Spanco Teleservices Ltd.

   Jun 2005 to May 2006

   Vashi

   • Handled order intake, delivery coordination and billing support for customers. • Supervised a 10-person customer service team to meet daily operational targets consistently.

1. Sikkim Manipal University

   MBA, Marketing

   2013

2. K.J. Somaiya College of Arts & Commerce, Mumbai University

   B.Com, Banking & Insurance

   2008

• Database Design with SQL 7.0

  NIIT Institute of Technology

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