RINKI UPADHYAY
Mumbai,India
Summary
Dynamic and detail-oriented professional with over 7 years of experience in travel operations, quality assurance, and hospitality management. Skilled in managing end-to-end travel processes, auditing PNRs, conducting root cause analysis, and implementing process improvements that enhance efficiency and accuracy. Adept at stakeholder coordination, training delivery, and error reduction. Recognized for strong interpersonal skills, adaptability, and ability to deliver excellence in high-pressure environments.
Overview
16
16
years of professional experience
Work History
Sr. Associate & Quality Checker – FCTG Process
WNS Global Services
10.2022 - Current
- Manage P2 Schedule Change PNRs and ensure timely and accurate updates in SABRE.
- Liaise with airlines for BSP refund rejection resolutions and follow-ups.
- Process rejected refunds and submit BSP forms within TAT.
- Conduct daily audits of 200+ PNRs to ensure compliance.
- Provide feedback and refresher training to agents.
- Reduced processing errors by 15% through audits and RCA.
- Improved schedule change handling efficiency.
Business Center Associate – Front Office
Sahara Star Hotel
02.2010 - 10.2013
- Delivered premium guest services at the Business Center.
- Managed guest communications, meeting room bookings, and concierge-level assistance.
- Coordinated with departments to ensure smooth guest experience.
- Handled documentation, printing, and IT-related requests from business travelers.
- Trained junior staff and ensured service standards.
- Recognized for consistent delivery of guest satisfaction.
Education
Bachelor of Commerce - Commerce
Diploma - Aviation, Hospitality & Travel Management
Frankfinn Institute
Class XII - undefined
HSC Board
Class X - undefined
SSC Board
Bachelor in Commerce -
Monad University
06-2017
Skills
- Travel Operations & Airline Processes (SABRE, Galileo)
- Quality Assurance & Process Auditing
- PNR Management & BSP Refund Processing
- Root Cause Analysis (RCA) & Error Reporting
- Customer Relationship Management
- Training & Refresher Coaching
- Hospitality & Guest Relations (Opera, Fidelio)
- Process Improvement & SLA Compliance
Languages
English
Hindi
Timeline
Sr. Associate & Quality Checker – FCTG Process
WNS Global Services
10.2022 - Current
Business Center Associate – Front Office
Sahara Star Hotel
02.2010 - 10.2013
Diploma - Aviation, Hospitality & Travel Management
Frankfinn Institute
Class XII - undefined
HSC Board
Class X - undefined
SSC Board
Bachelor of Commerce - Commerce
Bachelor in Commerce -
Monad University
Disclaimer
I hereby certify that the above information is true and correct to the best of my knowledge. It is my intention to establish a time when we can further discuss how my ability, responsibility, and self-motivation will fit the needs of your company.
Additional Information
- Date of Birth: 1991-09-15
- Nationality: Indian
- Marital Status: Single
- Passport No: X0000000
- Passport Expiry: 2035-01-01
Hobbies and Interests
Swimming, Traveling & Exploring Cultures, Volunteering for Social Initiatives