Customer Service Sales

PIALI MUKHERJEE

** *********** ********, ********, ** L7A 4C2

Email: *****.***********@*****.***

ctc:289-***-****

HIGHLIGHT OF SKILLS

- Over 15 years’ experience within the travel industry

- Extensive experience using Amadeus, Apollo and Sabre

- Expert in MS Word, PowerPoint, Excel and Outlook

- Expert skills in back-office queries, customer support and schedule changes

EDUCATION

- Passed TICO, Travel Counselor's Exam, Toronto, March 2012

- Passed Amadeus, Delhi, May 2005

- Passed IATA UFTAA Foundation, Montreal, September 2003

Company: Merit Loyalty Group - Mississauga (November 2014 till date)

Designation: Air Desk Specialist

From call-center offices in Mississauga, Victoria and Montreal, Merit Loyalty Group operates loyalty consulting and reward program fulfillment for major clients including CIBC Visa and MasterCard. Merit Loyalty Group fulfills redemption programs for travel, merchandise, gift cards and lifestyle experiences.

Role and Responsibilities: Responsible to handle ticketing queues, net or published along with voluntary travel change/cancellation queries.

Airline schedule changes, Ticketing and helping agent queries as well.

Training new hires with the product and the GDS knowledge.

Handling corporate new booking, ticketing and exchange queries through phone and email.

Supporting as an acting Team Leader and taking escalation calls as well.

Company: Loyalty One - AIR MILES, Mississauga (October 2013 - November 2014)

Designation: Travel Specialist

Launched in Canada in 1992, the AIR MILES Reward Program® is owned and operated by Loyalty One Inc. Loyalty One’s other programs are AIR MILES for Business® Program and AIR MILES Incentives® Program to motivate employees.

Role and Responsibilities: Responsible to take calls for travel queries (Flights/Car Rentals/Hotels) all over Canada and making their travel arrangements.

Meeting the call center KPO's very quarter as per business requirements

Received 'Highest Customer Satisfaction' award in Quarterly surveys

Company: Selloff Vacations Sun wing, Toronto (May 2012 - November 2012)

Designation: Air Desk Specialist (Contract)

SellOffVacations.com is part of the Sunwing Travel Group, a leading vertically integrated $1.6 billion travel business company on Profit 100 list of Canada's most successful businesses. Sunwing Travel Group operates Sunwing Airlines, Signature Vacations, Sunwing Retail Travel Agency among other travel related business functions while maintaining a partnership with international travel giant TUI Travel PLC

Role and Responsibilities: Ticketing (both automatic and manual) BSP air bookings

Fare calculation and Flight search expert assistance to agents across Canada, everyday

Ticket re-issuing and refunding when needed

Ticketing for wholesale Consolidators as well as in-house retail departments

Provided exhaustive Amadeus GDS training to call center agents

Manager's appreciation for 'Fastest PNR creation in GDS' and unprecedented conversion ration of Consolidator's web-booking to in-house retail sale leading to commission retention

Company: Atlas Travels and Holidays, Toronto (January 2012- April 2012)

Role: Ticketing Agent (Contract)

Created in 1994, Atlas Travel holds over 16 years of travel experience. Atlas Travel is registered with TICO, IATA, and ACTA. Since 1995, the company has offered Europe, Middle East, North America destination services. It continues to grow with global destination Airline Ticketing, Vacation packages, Cruise, Hotel, Car Rental and Travel Insurance.

Role and Responsibilities: ticketing, re-issues, refunds, schedule changes for the wholesale Consolidators as well as in-house retail department

Used Apollo, Sabre and Amadeus to cater to travel needs of associated travel agents across Canada

Performed under heavy work load using various commands of different GDS

Company: British Airways, Gurgaon - India (April 2008-January 2011)

Role: Back-Office Sales Agent

British Airways is a full service global airline, offering year-round low fares with an extensive global route network flying to and from centrally-located airports. Call BA is the specialized back-office operations division with offices in India, UK and USA

Role and Responsibilities: Book reservations and package-tours using Amadeus

Book global travel destinations for open-jaw, round-trip, multi-destination, round-the-world to service customer travel needs

Voluntary and Involuntary re-schedule and re-issue of tickets

Answering questions of Travel Agencies based across Asia, S.W. Pacific, Dubai and UK

World-Tracer expertise in helping passengers locate their lost baggage. Exceptional expertise made me process Line-Trainer over and above my regular responsibilities. Consistently met sales target and always achieved 100% quality score. Received award for highest customer satisfaction survey from Hogg Robinson Group

Company: Fareportal, Gurgaon - India (May 2007 - September 2007)

Role: Senior Customer Service Associate

Fareportal is a technology company that powers leading hybrid travel agencies like CheapOair, OneTravel, and Travelong, a veteran corporate travel agency founded in Morristown, New Jersey in 1976. Fareportal has been first to sell ancillaries for American Airlines, Air Canada and Spirit Airlines

Role and Responsibilities: Specialized in the Travel Reservations for American geography using Sabre. Booked reservations, services and vacation packages using in-house FareBuzz web-portal

Company: MakeMyTrip (May 2005 - March 2007)

Designation: Customer Service Agent

MakeMyTrip was launched in the US market in 2000. It offers a range of best-value products like Air Tickets, Car, Holiday Packages & Hotels that are serviced round-the-clock. MakeMyTrip is recognized as one of India’s best travel web-portals. The company also operates through 59 retail locations in India with international offices in New York and Sydney

Role and Responsibilities: Booking reservations, selling packages for the Asia and Europe destinations

Service customers, re-schedule tickets during airline disruptions

As lead, allocate work-shift duties among the team of 10 associates

Awarded Best Sales Agent and Best Quality Star award among many recognitions. Received highest number of customer satisfaction compliments and several appreciations from clients

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