Nevin Sensilavos

[email protected] • 7994943968 • Kochi,Kerala

PROFESSIONAL SUMMARY

Dynamic customer service and airline operations professional with over 10 years of expertise driving efficiency and excellence at top carriers including Emirates Holidays, British Airways, and Qatar Airways. Adept at leveraging advanced GDS systems (Altea, Amadeus, Sabre) and ARC/BSP ticketing to streamline processes and resolve disruptions swiftly, leading teams of up to 15 to consistently exceed service targets. Proven track record of improving passenger satisfaction scores by 20% through strategic operational enhancements and proactive support in high-pressure environments. Committed to optimizing airline operations and elevating customer experiences to deliver measurable business impact.

WORK EXPERIENCE

Travel Operations Administrator

01/2026 - Present

Remote Infosystem Private Limited , Remote

• Led the comprehensive analysis and processing of over 500 Airline Debit Memos (ADMs) monthly, reducing financial discrepancies by 15% through meticulous investigation and resolution

• Collaborated cross-functionally with agents, suppliers, and airline partners to identify root causes of ADMs, successfully disputing and recovering $50K+ in invalid charges annually

• Implemented a tracking system for ADM status that improved resolution time by 20%, minimizing ticketing disruptions and enhancing revenue protection

• Maintained precise records of all ADM transactions, enabling data-driven insights that contributed to continuous process improvements

• Supported travel operations by streamlining back-office workflows, updating internal databases, and enhancing documentation accuracy, resulting in a 10% increase in team efficiency

• Championed process improvement initiatives that optimized administrative support functions, fostering a more agile and responsive operations environment

Travel Support Consultant

12/2024 - 12/2025

Duffel Technology LTD , London, UK

• Provide administrative and travel support to merchants using the Duffel platform

• Handle inbound queries via email, phone, and live chat to resolve booking, ticketing, and operational issues

• Escalate complex cases and collaborate with cross-functional teams to improve customer experience

ARC Ticketing Specialist

09/2024 - 12/2024

British Airways , London, UK

• Provided ARC/BSP ticketing support across BA network and hub operations

• Managed ticket reissuance during flight disruptions and misconnections

• Processed EMDs, additional upgrades, and new ticket sales

Travel Consultant

02/2022 - 08/2024

Emirates Holidays , London, UK

• Managed sales and booking of holiday packages for UK and Ireland customers

• Delivered award-winning service via phone, email, and live chat while exceeding sales and service KPIs

• Coordinated with operational teams to assist customers during travel disruptions

Senior Customer Services Agent – Network Disruption Support

12/2016 - 10/2022

Qatar Airways , Doha, Qatar

• Provided reservation, ticketing, and rebooking assistance during flight disruptions

• Reissued tickets and rerouted passengers impacted by denied boarding or misconnections

• Promoted from Customer Service Agent in 2018 due to exceptional performance

Customer Service Agent

10/2015 - 12/2016

Dulsco LLC , Dubai, UAE

• Delivered check-in, boarding, meet & assist, and transfer desk services for multiple airlines

• Served as Gate Team Leader ensuring smooth boarding operations

Team Leader Passenger Services / Load Controller

04/2013 - 12/2014

BWFS , Kochi India

• Coordinated ground operations ensuring on-time departures and regulatory compliance

• Prepared load sheets and monitored safe loading in coordination with centralized control

Customer Service Agent

08/2010 - 08/2012

Airawat Aviation , Kochi India

• Handled check-in, boarding, and baggage claim processes for Emirates Airlines in Cochin

EDUCATION

BCA

03/2007

Kanpur University

03/2007

Santa Cruz HSS

SKILLS

Technical Skills: Altea, Amadeus, Sabre, Ticketing, Reservations, EMD Issuance, Fare Recalculations, Passenger Check-in

Soft Skills: Service Recovery, Disruption Support, Staff Training, Performance Monitoring, Rostering

Tools: Salesforce, Zendesk, Farelogix SPRK, Travel Port, ARC, BSP, ResConnect

Other: Denied Boarding Handling, Misconnection Handling, Passenger Services, DCS, MARS, MACS

CERTIFICATIONS

Amadeus

09/2024

British Airways

Sabre

01/2026

Sabre