Nitesh Kumar Narula
Summary
Professional with 15+ years in customer service, recognized for strong negotiation skills and a history of high customer satisfaction. Expertise in travel reservation systems including Amadeus, Galileo, and Sabre, with a focus on analytical problem-solving. Proven ability to lead teams under pressure, meet deadlines, and drive organizational success. Committed to continuous improvement through ongoing training and practical experience.
Overview
19
19
years of professional experience
6022
6022
years of post-secondary education
1
1
Certification
Work history
Film Studio manager
Plus info UK Ltd.
06.2021 - 12.2025
- Manage end-to-end studio logistics for film and television productions, including space allocation, scheduling, equipment movement, and on-site operations.
- Coordinate daily production workflows across multiple sound stages, ensuring timely setup, strike, and turnover to meet tight production timelines.
- Oversee inventory control for production equipment, sets, props, and technical assets, reducing loss and improving utilization through tracking systems.
- Serving as primary liaison between production teams, vendors, facilities, and transportation crews to ensure seamless coordination of materials and personnel.
- Planning and executing transportation logistics for equipment, set pieces, and production vehicles, optimizing routes and delivery schedules to control costs.
- Supervise union and non-union crews responsible for loading, unloading, stage preparation, and facility maintenance.
- Implement safety and compliance protocols related to equipment handling, fire regulations, and studio operations.
- Monitor budgets related to logistics, facilities, and operations, identifying efficiencies and negotiating vendor contracts when applicable.
Sr. Business Travel Consultant
American Express Global business Travel Middle East
01.2016 - 04.2021
- Managing Middle East travel account for McKinsey & Co. by creating tailor made highly flexible travel arrangements.
- Creating action plans for the team according to highly volatile client travel requirements and reviewing the same from time to time by serving as first point of contact for the client regarding all travel related inquiries, research and resolve related problems and preparing systematic travel plans for travelers through chosen vendors (hotels, car, flight, trains, events, etc.).
- Meeting key account managers and representatives for different airlines and hotels to set up a negotiated deal/contract with them according to the client’s need and acting as a mediator between the client and the airline/hotel.
- Develops & manages a close relationship with cross functional teams within American Express and vendors including Marketing, World Service, Travel & Lifestyle, Credits and Risk.
- Provide a friendly, efficient consultative service that engages customer with the service & optimizes revenue opportunities by proactively anticipating customer requirements & building brand loyalty.
- Understand the profile, preferences, history and revenue potential of each segment in the portfolio.
- Making sure the SLA agreed is adhered to and accurate and most cost effective resolutions are provided on time since most of the travel is last minute.
Senior Travel Consultant – Corporate travel
American Express Services India Ltd.
08.2013 - 12.2015
- Managing travel account along with Emergency travel services (ETS) at Mckinsey & Co. India. Assisting in air, hotel and rail reservations by providing most cost effective routing and options and at the same time cater the extensive travel requirement of the client. Also arranging meet and assist service for passengers travelling on international itineraries and VVIPs.
- Creating action plans for the team according to highly changing client requirements and reviewing the same from time to time to make sure smooth business operation and maximising profits.
- Served as first point of contact for the client regarding all travel related inquiries, researched and resolved related problems and preparing systematic travel plans for travelers through chosen vendors.
- Making sure the SLA on the email is adhered to and the tickets are sent on time since most of the travel is last minute and at high priority.
- Provide seamless and delightful experience to every traveller.
- Making itineraries, handling package queries & assistance in Visa for VVIPs.
- Relationship building with travellers and providing maximum support by understanding their requirements.
- Analyze business potential, execute strategies to drive sales, increase turnover and achieve desired targets.
- Client Engagement and ensuring to provide an excellent service to members who help in retaining the brand value of American Express.
- Achievements
- Won the best overall achievement award across all categories from 2012 till 2015.
- Awarded Overall Contribution to Business for 2015.
- Awarded for maximum excellent customer surveys award.
Business Team Leader
British Airways India Plc.
06.2007 - 12.2012
- People Management - Direct responsibility for a team of 12 Telephone Service Agents and 2 Shift Leaders.
- Revenue Generation – Meeting different corporates and business houses and negotiating on a commercial agreement by promoting and explaining our brand, services and products.
- Customer Service Operation – Floor support for call handling and back end processes for markets across the Globe.
- Project Management – Integration and implementation of new projects/systems in to the Contact Centre.
- Training and Development – To support the Training Team and help prepare training need analysis grid for staff across the Centre, Delivery of system, skills and behavioral training to team members.
- Recruitment – Support HR to recruit frontline staff.
- Trained on DYNAMIC PACKAGING, which includes HOTEL PACKAGES, CAR HIRE AND SIGHTSEEING BOOKINGS.
- Responsible for the auditing of the sales data.
- Achievements
- Top performer for the quarters and part of the Brilliance Club in the centre.
- Received a Bravo Award for supporting business operations in the absence of the business team during a two day workshop.
- Movement of US Trade calls from Jacksonville to New Delhi ensuring smooth transition and 100% cutover.
Education
Masters in business administration -
Veer Bahadur Singh Purvanchal University
Bachelors in business administration -
Ch. Charan Singh University
10+2 -
ST. Mary’s Academy Meerut Cantt
Skills
- Analytical approach towards challenges and opportunities
- Negotiation skills acquired over 15 years of experience in customer handling
- Excellent knowledge of travel reservation systems (Amadeus, Galileo and Sabre)
- Ability to work effectively under pressure and deliver on deadlines
- Proven professional at achieving high customer satisfaction and further development of given portfolio with a proven track record of sheer excellence
- Ability in learning new concepts quickly, working well under pressure and communicating ideas effectively
- Possesses excellent interpersonal, communication and organisational skills with abilities in leading motivated teams towards achieving organisational goals
- Gained practical knowledge through various trainings and academic projects
- Capability in creating an environment that sustains & encourages high performance and motivating teams in optimizing their contribution levels
- Excellent personal communication skills
- Customer Service
- Project oversight
Certification
- Certificate of Achievement for Handling Customers Complaints and Managing Complaint Allocation.
- Certificate of consistent performer.
Personal Details
Languages known: English & Hindi
Personal Details
- Age: 39
- Nationality: Indian
Timeline
Film Studio manager
Plus info UK Ltd.
06.2021 - 12.2025
Sr. Business Travel Consultant
American Express Global business Travel Middle East
01.2016 - 04.2021
Senior Travel Consultant – Corporate travel
American Express Services India Ltd.
08.2013 - 12.2015
Business Team Leader
British Airways India Plc.
06.2007 - 12.2012
Masters in business administration -
Veer Bahadur Singh Purvanchal University
Bachelors in business administration -
Ch. Charan Singh University
10+2 -
ST. Mary’s Academy Meerut Cantt