Jun 2018 – May 2020 · 1 yr 11 mos · New Delhi Area, India

Apr 2014 – May 2018 · 4 yrs 1 mo

• Implant handled-PWC (WPP) , Mid Market Team
• Conduct Call Monitoring, Feedback and coaching sessions regularly
• Identify trends for individual or team learning needs
• Drive team performance to achieve department and company goals
• Ensure accuracy/quality of customer service through effective monitoring observance of workflow and customer feedback
• Ensure smooth running of day-to-day operations including service levels for phone and email
• Ensure support is given to other teams when able and needed
• Be primary link between servicing team, projects, client management, sales, quality team, work force management and great call experience
• Actively participate in Service Delivery Network leadership meetings
• Communication
• Act as the communication liaison to ensure staff, management, customer and colleagues are well informed of any requirements/changes etc in order to succeed in their roles
• To build team spirit, ensure upbeat moral in team through effective communication
• Ensure voice of employees are brought to management attention and facilitate dialogue accordingly
• Client Relations
• Establish relationships with appropriate client contacts and manage projects as needed
• Respond to any client complaints/issues and log in records
• Participate in client meetings when required by client and/or client management
• Act as a liaison in new account setups, establishing service level requirements.
• Maintain strong linkage with Corporate Services
• Staff Development & Engagement
• Effectively coach and develop individuals to enable them to succeed in their jobs.
• Ensure that individuals function together as a team to service client’s needs. Responsible for the selection of new staff
• Lead and manage change, driven both internally and externally
• Special Projects – to participate actively in major change initiatives and action plans to ensure success in implementation
• Effectively drive and facilitate employee engagement activities

Jul 2012 – Apr 2014 · 1 yr 9 mos

• Implant handled-Samsung
• To ensure accurate Tour Code is mentioned on the ticket.
• Contact clients to sort out their queries.
• Processing of E-tickets request of the clients.
• Processing the requests for refunds of tickets.
• To ensure that relevant document regarding proposed trip should be attached.
• Brief and update staff on new fares, changes in policies.
• Resolve customer complaints and escalate if required.
• Maintain cordial relations with vendors and suppliers.
• Ensure co-ordination between all departments to ensure smooth and effective services.
• Quality Check and Testing as per airline fare sheet
• To take constant feedback from the clients and travelers.
• To ensure PNR quality check in terms of right fare, WO data, contact & passport details.
• Working over Corporate fare, Net Market Fare, Promos fare on Galileo GDS Agency Private Fare.
• INVOICING
• To ensure that the tickets dispatched from Back Office are attached with the invoices.
• Reconciliation of invoice with booking amount.
• Passports & Visa
• To ensure appropriate assistance is provided by the Travel Consultant to the booker / passenger for details related to passport processing.
• To ensure appropriate data is provided for Visa processing.
• To ensure that the timelines are maintained for Visa in accordance with the passengers date of travel.
• Ensure process of new registration and extension for FRRO, in timely manner.
• Manpower & Service Management
• Ensuring service standards of the team are in compliance with the benchmarked standards laid down by the organization and also review periodically the service standards to improve the quality of service where necessary.
• Ensure constant touch with all clients and establish a rapport.
• Generate MIS as and when required by the clients.

Jun 2011 – Jul 2012 · 1 yr 1 mo · New Delhi Area, India

• Comply with service level agreements.
• Ensure the use of scripting to complete reservation in accordance to the service standard set by the company.
• Ability to complete bookings with all basic requirements, like seating, meal and frequent flyer number with compliance to client’s travel policy.
• Proficient in all reservation aspects, like air, hotel, car, insurance, rail and ferry bookings through GDS and/or with consolidators.
• Provide clients with detailed information on visa requirements and ensure all bookings are being checked for visa requirements and coordinate with clients on the submission of visa.
• Ensure all transactions are being invoiced on a daily basis.
• Display a courteous and helpful manner at all times to both clients and colleagues.
• Quality Check and Testing as per airline fare sheet
• Making various reports.
• Use standard greetings of the company at all times.
• Handling all corporate for Carlson Wagonlit.
• Provide assistance for their all travel requirements.
• Coordinating among various hotel’s and car vendors.
• Provide necessary help to travel desk.
• Making reservation & ticketing
• Counseling clients on efficient routes, advising visa requirements, Travel Insurance, health checks, and waitlist status
• Managing ticket reissue /refunds/ fare related query

Sep 2007 – Mar 2011 · 3 yrs 6 mos · new delhi

• Handling all Travel Related Queries
• Counseling clients on efficient routes, advising visa requirements, Travel Insurance, health checks, and waitlist status
• Making booking for all International carriers
• Fare Construction as well as routing
• Coordinating with Airlines for confirmation & waitlisted reservation
• Preparing Itineraries
• Provide assistance for their all travel requirements.
• Responding to customer travel requests received via all means of business contact (in person, phone or e-mail) for reservations (air, hotel, rental car or other modes of transportation) in an efficient, courteous and timely manner.