Syed Saleem

As a Process Specialist SME - Travel/Aviation/Airline Quality Analyst at Cognizant Technology Solutions, I leverage my expertise in quality assurance and process improvement to drive excellence in aviation operations. With a strong background in aviation, I am committed to ensuring the highest level of quality and customer satisfaction. My current role involves working closely with the Delta Airlines team to analyze and improve processes, ensuring compliance with regulatory requirements and industry standards.

Highly motivated and customer-focused professional with a strong background in aviation, specifically in ground handling operations. As a Customer Service Executive at SpiceJet Airlines, I was responsible for ensuring seamless travel experiences for passengers, handling all aspects of ground handling operations, and providing exceptional customer service

Cognizant Technology Solutions (CTS) – Process Specialist (SME) | Nov 2021 – Present • Lead and manage a team of 8 associates, ensuring SLA adherence and service quality. • Handle Delta Airlines passenger communications via Salesforce Email for seating, disability services, service animals, early boarding, and special assistance. • Manage all schedule changes and Special Service Requests (SSR) using airline systems. • Identify defects, implement corrective and preventive actions, and ensure quality compliance. • Prepare daily SLA reports, productivity trackers, and performance dashboards. • Conduct weekly client calibration meetings and quality review sessions.

 SpiceJet Airlines Ltd – Customer Service Executive | May 2018 – Sep 2021 • Assisted passengers at check-in counters and ensured smooth boarding procedures. • Verified travel documents, baggage allowances, and issued boarding passes. • Provided special assistance to elderly passengers, persons with disabilities, unaccompanied minors, and medical cases. • Resolved lost, delayed, and damaged baggage issues. • Coordinated with pilots, cabin crew, security, and operations to ensure on-time departures. • Prepared daily flight summaries and operational reports. 

MetLife / Conduent LLC (Formerly Xerox Business Services India Pvt. Ltd.) – Transaction Analyst | Mar 2012 Oct 2017 • Processed MetLife insurance claims with high accuracy and compliance. • Resolved customer queries and generated Explanation of Benefits (EOB). • Maintained benefits records and prepared internal and external reports.

Bachelor of Management Studies (BMS) – ISBM Institute (2015) Diploma in Business Management (DBM) – 2012 
SSLC – DJ Halli High School, Bangalore