JOHN ASHWIN

[email protected] • +91 7022800369 • #144 4Th Main Vinobha Nagar Kadugondanahalli Bangalore Karnataka 560045
LinkedIn: https://in.linkedin.com/in/john-ashwinprabhu-b602b5148

PROFESSIONAL SUMMARY

With over 12 + years of experience in the travel industry, I bring extensive expertise in delivering exceptional service to corporate clients. I am highly skilled in managing budgets, time constraints, and operational processes to ensure efficient and cost-effective travel solutions. My strong background in customer service and travel management includes handling exchanges, reissues, refunds, voids, OTA platforms, EMDs, and waivers. I also have experience in team management, staffing coordination, and maintaining operational data and reports to support business performance and decision-making. Throughout my career, I have consistently ensured seamless transactions while maintaining high levels of client satisfaction.

WORK EXPERIENCE

Reservations specialist
11/2025 - Present
Travelopia.com , Bangalore
• Manage time-sensitive disruptions such as cancellations, strikes, weather issues, missed connections, and supplier failures
• Handle hotel, rail, transfer, and tour reservations within European destinations
• Coordinate cross-functional crisis response with ticketing, product, finance, and supplier relations teams
• Maintain compliance with supplier contracts, refund policies, and insurance rules
• Verify availability, pricing, and booking details in internal systems
• Communicate with suppliers and partners to confirm services or resolve issues
• Assist clients or agents with itinerary changes, cancellations, and special requests
• Maintain accurate reservation records, notes, and documentation
• Review reservations for accuracy, policy compliance, and service quality
• Ensure compliance with company policies, deadlines, and service standards
• Escalate critical incidents or recurring supplier issues to leadership with detailed summaries
• Maintain accurate case notes, financial adjustments, and approval records in CRM/reservation systems
• Prepare weekly trend analysis highlighting disruption causes and recovery efficiency
• Provide clear recovery timelines, alternatives, and compensation explanations
• Monitor real-time queues, SLAs, and response times to maintain service standards
Senior Travel Specalist
06/2024 - 11/2025
TUMODO TRAVEL TECHNOLOGIES , Bengaluru, Karnataka
• Developed and maintained strong relationships with our corporate clients, serving as the main point of contact for VVIP and corporate clients
• Enhanced client booking satisfaction, resulting in a 25% increase in repeat business
• Recommend alternate routes, the lowest available fares, booking class, exchange rates and travel products/services
• Assist in booking complex multiple leg international itineraries, prepare thorough trip Itineraries
• Invoicing and collaborating with the Accounts team to follow up on pending payments and secure approvals in case of credits
• Additionally, Initiating payment links for transactions and managing the import and billing processes for all transactions
• Ensure compliance with clients' travel policies and negotiate rates with vendors to secure the best deals for clients
• Provide counsel and information regarding the visa application process to applicants, understand the requirements of various visa categories, and manage all relevant documents in an organized manner
• Led team in organizing travel for high-profile clients, ensuring Client service and with various internal teams regarding operational-related activities & Coordinate with airlines, hotels, and other travel providers to resolve any travel disruptions or issues arise
• Working for Internal Validation of PNRs for all changes and cancellations made by the Team
• Working on group bookings. Consider preferences such as direct flights, preferred carriers, and schedules that coincide with business needs
• Manage all aspects of travel coordination, including ticket issuance, itinerary changes, cancellations, and rebooking
• Booked transportation and coordinated schedules for conferences and meetings
Senior Travel Consultant
09/2021 - 06/2024
Randstad India Private Limited - MYSTIFLY , Bengaluru, Karnataka
• Improved customer satisfaction by (15%) by efficiently resolving (100) service requests through CRM systems
• Educated clients on travel guidelines and managed complex Itineraries
• Responding to service requests, answering calls, and keeping client's informed about their travel arrangements, including issuing, re-issuing, refunding, and adding additional service requests
• Provided support to junior consultants and trained on systems
• Under the most critical situations, escalated support queries to Level 3, managed escalations with organizational leadership, and resolved inquiries
• Coordinated travel for high-profile clients with attention to detail
• Record customer inquiries by documenting inquiries and responses in customers account
• Resolved complex travel-related issues with diplomacy and efficiency to achieve customer satisfaction
• Obtain the most accurate fare, and compare fares throughout the globe
Customer Support Advisor
11/2020 - 08/2021
Healthify Me , Bengaluru, Karnataka
• Improved customer satisfaction scores by (15%) by coordinating (100) service requests and (20) escalations efficiently
• Maintained customer inquiries and features service enhancements
• Collaborated with various teams for operational activities
• Working on complaints and social media escalation, as well as continuing to monitoring
• Worked with the Management on Consultation and slot management for international customers
• Ensuring Customers are offered all additional enhancements and protections such as Service Plans
• Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support
• Trained new personnel regarding company operations, policies and services
• Cross-trained and provided backup support for organizational leadership
• Resolved customer complaints by distinguishing, prioritizing and reporting technical issues
• Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery
• Contributed ideas and practical solutions to support process Improvement efforts
• Ranked in the top 5% of advisors in the company for customer satisfaction scores
• Developed customer interactive scripts which led to a 70% decrease in hold times for customers
• Streamlined the customer dispute resolution process, reducing the average resolution time by 20%
Senior Travel Consultant
06/2017 - 05/2020
Mystifly Consulting India Pvt. Ltd , Bengaluru, Karnataka
• Working with more than 150 corporate client's. US/NA/UK/APAC
• Processed service requests for (50) corporate clients, increasing customer satisfaction by (15%) through CRM enhancements
• Managed daily customer inquiries and ensured efficient communication
• Communicated with clients to confirm itineraries, methods of transportation and travel regulations
• Worked on queue management to optimize and ensure the notifications to travellers are updated promptly
• Resolve customer inquiries via phone and email, consistently with Good SLA & TAT
• Worked on refunds and billing for clients' imminent travels
Senior Customer Service Representative
11/2015 - 05/2017
Aegis Limited (Expedia APAC) , Bengaluru, Karnataka
• Increased client bookings by (25%) through effective travel arrangement management
• Handle 80+ calls daily, with duties including new customers, and existing queries
• Arranging flights and accommodation. Car rental and activities
• Advising clients on travel arrangements
• Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing the best solutions
• Ensured customer satisfaction and adherence to company policies
• Cross-trained and provided backup support for organizational leadership
• Worked with refunds and billing for client's on imminent travels
• Keeping clients up to date with Schedule changes initiated by the airlines post ticketing
Travel Consultant
05/2013 - 11/2015
Via Via.com , Bengaluru, Karnataka
• Managed ticketing and reservations using Amadeus systems
• Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness
• Generated travel-related reports for clients to facilitate decision-making
• Handled customer service issues, including unhappy clients, missed flights, overbooked hotels, mistakes in the itinerary and other last-minute problems
• Mapping client's requirements
• Plan, prepare and cost itineraries (travel plans) for clients
• Flight cancellation and collecting refunds
• Ensured that all the e-mail communication activities are performed in accordance with the company policies

EDUCATION

Bachelor of Business Management
01/2018
INDIAN VIRTUAL ACADEMY FOR PEACE AND EDUCATION , Bengaluru, Karnataka
Pre-University
01/2015
INDIAN COUNCIL FOR PROFESSIONAL EDUCATION MISSION , Bengaluru, Karnataka
High School
01/2013
Karnataka State Open University , Bengaluru, Karnataka

SKILLS

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