Manager, Director, Analyst
Phoenix, Chandler, Tuscon, Gilbert, MesaOctober 24, 2009
GURPREET S. NANDA
359W Fairway Place
Email: gurpreetnanda@hotmail.com
Chandler, AZ 85225
Phone: 630-400-2860
Summary
I am a result oriented seasoned professional with a solid record of successive promotions to roles of increasing responsibility and scope. I have a very strong background in analysis, operations planning and execution, and process improvement, all achieved while working with people of diverse backgrounds and large cross-functional teams in different geographies. I am also a clear, concise and convincing communicator, expert analyst, problem anticipator and solver.
Selected Accomplishments
Increased productivity (Revenue booked) per Call to $35.90, 11% better than goal; increased customer satisfaction scores from 65% to 87% at the off shore Customer Contact Centers in India
Achieved 6% better than corporate operating performance goal at the San Francisco International airport
Delivered a $100M revenue improvement to United Airlines by increasing product offerings and efficiencies at the Easy Check-in kiosks
Initiated a process change within a very short time leading to $50K saving in printing costs per month when United Airlines filed for Chapter 11 protection
Professional Experience
iQor Inc. 2008 – 2009
Privately held BPO provider with 21 call centers of excellence in 5 countries and 4 continents with 9000 employees.
OPERATIONS MANAGER (aka VP Operations @ Chandler-Arizona)
Manager accountable for directing all the activities of a 350 plus employee, high volume inbound customer call center for a wireless telephone services provider.
United Airlines 1996 – 2008
NASDAQ traded, United with 55,000 employees operates 3600 flights a day to more than 200 global destinations.
PROJECT MANAGER – Reservations Planning and Customer Insight organization (2006-2008)
Manager within the worldwide contact center business organization that managed United Airlines on and off shore customer contact centers.
SENIOR BUSINESS ANALYST – Information Technology Airport Operations (2004-2006)
Part of a smal team of experts that delivered enhanced functionality and efficiencies to United Airlines customer self service units - Easy Check-In, Easy Bag and Smart Suite by cutting down transaction time and errors and increase revenues by providing product up-sell opportunities.
UNITED AIRLINES RESOURCE PLANNING AND ANALYSIS GROUP (1997-2003)
AIRCRAFT SCHEDULING & HUB MANAGEMENT (2003-2004)
Senior member in the aircraft scheduling department that was responsible for optimizing the worldwide aircraft schedules to maximize the revenue by managing forecast demand and customer connectivity while capitalizing on opportunities and mitigating the risks.
FLIGHT ATTENDANT Schedules (1999-2003)
Senior member of the Onboard services group which developed, published, awarded and managed monthly flight attendant schedules.
SYSTEM OPERATIONS CONTROL CENTER – CREW OPERATIONS (1997-1999)
Manage daily flight operations of a designated region. Revise, assign crew schedules consistent with operational requirements and make solutions which could produce unpleasant consequences like delays, cancellations, diversions of the flights.
OTHER OPERATIONS JOBS WITH United Airlines (1996 -1997)
Compute the weight and balance of the flights
Guide aircraft to/from gates and taxiways.
Gate planning and coordinating with the airport authority
First point of contact to the customers at the airport.
Far Corners Travel Systems, City of Industry, California (1990-1996)
KLM Royal Dutch Airlines, Delhi, India (1984-1990)
Academic Background
Master of Business Administration October 2004
JMSB, Concordia University
Bachelor of Science June 1980
University of Delhi.
Six Sigma, Green Belt March 2007
Motorola University
Project Management January 2007
Sys∙tem∙a′∙tion
