Nishat Khan Email and Phone Number

• To lead transition process of Hitachi Energy employees from 3rd party (ABB) server to internal (Hitachi Energy) server.• To manage all coordinating aspects related to the migration process, including coordination with subordinates and other stakeholders engaged in the task.• Liaoning with the external teams for smooth migration in case we face any challenges before or during the migration.• To ensure all the user requested applications and system are ready and functional for smooth migration.• Responsible for providing guidance and support to Hitachi Energy employees migrating to the Hitachi Energy server.• Management of real time support to the employees requesting for migration.• Responsible for adherence to migration checklist, Standard Operating Procedures and other compliances laid down for carrying the migration process.

• To ensure that the department achieve the desired service level agreement (SLA) at or above 90%.• Responsible for generating revenue for department and ultimately for organization by handling 2 sales team and marketing.• Assisted in interviewing, hiring and training processes.• To lead and support other departments in testing various offers, promotions and programs.• Responsible for Department wise forecasting of customer needs and manpower planning.• Preparing all the revenue related reports of the department and presenting it to the management and assisted support team in preparing payroll.• Responsible for conducting audit for Inflight and Airport Services.• To lead and support new business streams for the organization. In the past I have led the formation of team managing customer service for SpiceJet Cargo, Merchandise, Web and WhatsApp Chat.• Worked for various automation like ELT (Employee Leisure Travel) Portal, FDM (Flight Disruption Module) and Credit Shell usage over the website and Mobile Application.• Responsible for preparing departmental MIS report and Budget.• Responsible for Departmental Crisis Management.

• To ensure that the team reporting to me achieve the desired service level agreement (SLA) at or above 90%.• To lead in collaboration with the HR department in hiring executives for Sun Direct Process.• Handle escalations and ensure customers do not bear any ill-feeling.• Managing team, Handling queries, inquires, and complaints of customers.• To ensure all email (Inquires and Complains) are handled with priorities• Ensuring all administrative and IT records are entered and updated correctly.• Anti-harassment jury member.

• To ensure that the team reporting to me achieve the desired service level agreement (SLA) at or above 90%.• To ensure that the shift is managed properly, briefings are conducted on time and auditing the calls for consistency and quality of information provided by customer care executives. • To review and analyze the productivity of executives and sharing the relevant feedback.• Handling the Corporate Clients of Car Rental Division (CRD) which includes premium clients like Emirates Airlines and Make My Trip.• To ensure that the pick and drop is on time of the client in coordination with the Hub. • Handling C-SAT and feedback calls.• To make sure that all the reservations are done on time which we used to receive via e-mail and fax.• To prepare the Agent Productivity Report, Queue Report, Departmental Roster and the Cab Roster.