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Customer Service Manager

Location:
Hyderabad, Telangana, India
Salary:
600000
Posted:
June 19, 2019

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Resume:

NAWAZ MOHAMMED KHAN

E-mail: ac9m9b@r.postjobfree.com

ac9m9b@r.postjobfree.com

India Hyderabad

+91-988*******

Skype id. ac9m9b@r.postjobfree.com

OBJECTIVE

Seeking employment that allows me to grow professionally, while being able to use my skills for the betterment of the organization with the best use of my education, dedication, determination and resourcefulness with exceptional skills within the organization. EDUCATION

B.Com (Computers) Sep 2002-Aug 2006

JNR VIDYAPEETH DEMED (DISTANCE) UNIVERSTIY DELHI

Intermediate (CEC) Mar 2000-May 2002

INDRA PRIYA DARSHINI JUNIOR COLLEGE (K.S)

10th (CBSE) July 1990-Feb 2000

ST.JOSEPH’S HIGH SCHOOL (K.S)

AIRLINE COURSES ATTENDED AND TRAINING:

INTERNATIONAL FARES & TICKETING COURSE Dec2005-May2006 WHICH IS OFFERED BY VIRGIN ATLANTIC AIR WAYS GTMC (LEVEL 1& 2) ACCREDITATION IATA FROM EXPLORER TRAVEL SCHOOL, HYDERABAD AMADEUS CENTRAL RESERVATION SYSTEM BASIC COURSE (C.R.S) Nov2006-Dec2006 FROM AMADEUS TRAINING CENTER, HYDERABAD

GALILEO CENTRAL RESERVATION TICKETING SYSTEM COURSE (C.R.S) May2008-June2008 FROM EMIRTAES AVIATION COLLEGE DUBAI UNITED ARAB EMIRATES SABRE CONVERSION RESERVATION TICKETING SYSTEM COURSE (C.R.S) Sep2013-Oct2013 FROM EMIRATES AVIATION COLLEGE DUBAI UNITED ARAB EMIRATES SAP TRAVEL & TRANSPORT ERP SYSTEM DIPLOMA COURSE Feb2017-Aug2017 FROM KOOLGURU FINISHING SCHOOL SAP-ABAP TRAINING CENTER EMPLOYMENT HISTORY

1. Professional Experience

Designation: Sales & Counter Staff Finn Airlines (GSA) Jun2006-May2007 Company: Global Aviation services Gupta Estate, Basheerbagh Hyderabad. Major Responsibilities:

Solid understanding of the (focus on medium sized business) and associated market issues and needs

Sufficient understanding of how products and technology fit together to create a compelling business proposition

Ability to conduct entire sales cycle with pre-sales assistance as necessary

Demonstrable experience selling Airlines solutions to executive management

Ability to network within a customer organization to identify key influencers and decision makers

Presentation skills that will convince high level decision makers

Communication that is articulate and relative to the Customers business needs

Solving the Customer Queries

Handling Passengers Call related with booking orders.

Explaining the relevant program to customers & giving them the Briefing about company Profile.

Solving their Query Related to Fare Rules terms & conditions.

Take down the booking.

Prepare itinerary with options and costing for each option and send to client either directly or through implant or servicing team.

Inform client of status; provide alternatives in case of non-availability of any sector.

Acknowledged copy of bill to be kept for records.

Coordinate with International airlines & CRS to replenish ticket stock. 2. Professional Experience

Designation: Corporate Travel Consultant (Business Development) May2007-Jun2009 Company: Satguru Travel & Tourism LLC Dubai

Major Responsibilities:

Understand the need of the guest provide accurate and updated information an ensure maximum conversion and ensure maximum guest satisfaction

Create and update bookings accurately and completely and ensure that they are closed with NIL balance with clear communication.

Feed in all enquiries received with complete details of guest

Maintain self-discipline and cleanliness at work station

Administering and managing EUPOL/FRENCH EMBASSY/CANADIAN EMBASS Diplomatic mission.

Dealing with complicated customer itineraries and handling customer orders and payments Liaising with tour operators and other key partners such as hotels and airlines regarding bookings and schedules

Responsible for arranging, coordinating and confirming arrangements for high profiled travelers

Requesting special amenities from branches as requested

Reconfirmation of reservations to ensure accuracy at all levels

Work with branches to obtain upgrades

Ensuring compliance with client’s corporate travel policies

Ensuring compliance with company’s procedures for documentation, ticketing, voids, refunds

Supervise the day to day working of team members and guide them in proper use of RS

For self development – keep updating and education self on destinations and market updates

Achieves individual and contractual service level goals related to telephone, quality, and productivity

Knowing properly use of airline terminology, codes, fare basis, airline rules and tariffs, resource guides, books, and industry contacts

Performing daily and weekly reconciliation of sales generated

Ensuring optimum customer service through effective use of phone systems and positive communications techniques.

Acts as a resource for co-workers for information, problem solving, and reducing errors.

Able to concentrate and perform accurately while meeting applicable productivity measures

Able to change productively and to handle other tasks as assigned work independently in the absence of GM/PRESIDENT.

Remains informed of all airline rules and regulations and current affairs. Communicates information to clients accurately and appropriately.

Monitor queues and provide quality control procedures to ensure that all records reflect the best rates.

Maintaining client profiles, including information on family members where

applicable,

ensuring specials requests and reward program information such as frequent flyer

Building airline reservation system profiles for use with a specific group of travelers.

Arranging “meet and greet” services at airports, as desired by clients

Delivering travel documents to VIP’s/DIPLOMATS homes or offices as required

Maintaining strict confidentiality of executives travel information

Effective oral and written communications.

Organizational skills that result in high productivity. 3. Professional Experience

Designation: Sr. Travel counselor ( Satyam computers Implant Head ) Jul2009-Dec2010 Company: HRG Kuoni Business travel pvt ltd Hyderabad India. Major Responsibilities:

Accurate ticketing in order to ensure that associate is positioned in time and associate does not suffer any financial implications regardless to Travel plan approval etc.

Deals with ticketing requests as well as reissues by associate/managers members at short timescales

Understand the need of the associate provide accurate and updated information and ensure maximum conversion and ensure maximum satisfaction

Attending the calls from associates those who are located internationally on projects checking their pay role and communicating with them on their travel plans as requested/raised in their web based software called E Support help desk/Associates travel plans

Create and update bookings accurately and completely and ensure that they are closed with NIL balance with clear communication

Feed in all enquiries received with complete details of associates

Maintain self-discipline and cleanliness at work station

Negotiate with suppliers for competitive rates and update HO for better options, if any

Supervise the day to day working of team members and guide them in proper use of GDS RS

For self development – keep updating and education self on destinations and market updates

Working with Vendors & suppliers with different countries, getting the best comparison rate on the given itinerary, issuing the tickets on lowest fare Available on routes/destination

Working out for Web based booking, handling the associate’s queries in line and order. Assistance them getting the things done on accurate time, explaining them about the baggage policy rules & regulation of airlines

Handling the Management Associates booking and maintaining the DSR reports, looking out for middle east & American sector based travel, last minute minder confirmation

Ensuring that associate business Travel Requirements are fulfilled correctly & all the travel formalities done prior (like approval of Travel plan ETC)

Following the defined call flow and process flow

Adhering to the clients code of conduct and defined processes

Coordinating with other internal departments, Vendors/suppliers for various issues

To ensure accurate tour code is mentioned on the tickets which issued on ADHOC deals

Address associate service Issues and maintaining quality control check at client location (implant office )

Processing the requests for refunds of tickets to make sure moving the profiles while making the booking on the GDS system

Invoicing to ensure that the tickets are attached with the invoices as per the client requirement ADM's/ Debit notes to be invoiced / reconciled with accounts and client respectively

Tracking of incentives from the airlines for Corporate deals

Issues and amenities of interest to associates

Comparing the prices and issuing the ticket on lowest quoted fare which is applicable with vendors/suppliers

Handling the associate related to their booking itinerary

Following up queue making the holding reservation into confirm by coordinating with Airlines/ reaching them by the source of HUB or city Airlines office. 4. Professional Experience

Designation: Sr. Business Travel Consultant Implant Head Dec2010-Sep2014 Company: Carlson Wagonlit travel India & Dubai, United Arab Emirates Major Responsibilities:

Arranging flights, insurance and accommodation for clients from all across India.

Handle all complaints that relate to routine operational issues, difficult refund situations and difficult customers. Ensure that complaints/feedback is objectively investigated, analyzed and responded to, thereby securing the goodwill and retention of the customer and maintaining the image. Liaise with all clients (internal and external) to audit service levels, and propose operational chance where necessary to optimize client satisfaction.

Collecting and processing payments

Advising clients on travel arrangements, e.g. visas and passports

Anticipate operational peaks and device methods to efficiently handle work pressure and ensure all available resources are utilized at optimal levels to meet production targets and to increase profitability as constantly required for the unit..

Identify trends in product and service flaws uncovered during investigations and advise the line manager so that relevant amendments/enhancements/improvements are made to products and service thereby avoiding recurrence of customer complaints.

Sending out tickets to clients

Keeping clients up to date with any changes

Dealing with complaints or refunds (not one of the perks, but someone's got to do it)

Maintaining all files, travel records, and records of tickets

Assisting Travel and Transport Manager in resolving day to day problems and issues

Providing regular feedback to the Travel and Transport Manager on all issues related to travel

Ensure efficiency and effectiveness of all activities relating to travel

Maintain a high degree of confidentiality when dealing with all areas

Perform customer service functions by assisting with FMS families requests and questions via email, phone, and in person communication

Responsible for the Travel Department’s Standards of Operating Procedures (SOP’s)

Responsible for the Travel Department’s Metrics Spreadsheets and updating as necessary.

Maintaining applicable contacts

Perform other duties as assigned.

5. Professional Experience

Designation: Travel Coordinator Jan 215-Dec2016

Company: JAL International Co. Ltd (Dammam KSA)

Major Responsibilities:

Responsible for developing travel plans for our company and client as per the policy and travel budget requirements with department wise

Working on Travel Agency vendor platform, dealing closely with Airlines Revenue Management system on behalf of Travel Agency, Checking all the fares concern to sector wise/Airlines deal wise following standard procedure of issuing the ticket with approval matrix.

Responsible to guide the groups throughout the travel plan itinerary

Assist the customers with visa requirements and ticket bookings for international travel destinations

Maintain a database of the customers inquiring or using company provided services

Plan and develop promotional packages for peak and lean seasons

Negotiate with other tour operators and hotel, flight, and bus companies for signing mutually beneficial deals

Assist the customers in scheduling visa interviews for mobilization for new employees

Ensure client satisfaction by personally visiting the partnering hotels and tourist sites

Analyze the feedback received from the client or employee

Attending to client complaints and queries related to travel plans

Visit various travel vendors for signing agreements for corporate travel plans and Airlines for good deals

Represent the company in fairs and meets of tour operators and travel agent

Assist group members in settling payments and buying tickets for various intermediary events

Maintain a record of all additional and predetermined expenses

Providing all relevant information to group members relating to group movement and other activities in the itinerary

Representing the company in various fairs and tour operators meets agenda and topics to discuss

Coordinate with travel supplier and negotiating the fares on travel airlines with ADHOC deal

Discuss with the client and estimate their requirements for proposing suitable travel solutions for mobilization of new employees

Coordinate with the concerned travel agencies for finalizing the details of travel bookings

Reporting to company CEO/CFO for direct advice in settling the payment or related travel issues etc etc.

Taking point on reviewing and recommending travel policies and procedures.

Responsible for travel vendor procurement and management.

Assisting with event planning for the Foundation in coordination with the Admin team and HR Manager

Assisting with greeting guests to office, as needed.

Answering phones and route calls, as needed.

Attention to detail in typing and correspondence drafting.

Assisting with tidying common areas, as needed.

Assisting in general office administration.

Other duties as required like visa expiry passport renewal Iqama renewal etc etc. 6. Professional Experience

Designation: Senior Travel Operations May 2017 till date.. Company: Teletext United Kingdom

Transferable skills

Professionalism in telephone skills, answering the call within the time frame of two rings.

Ability to work independently, exercising discretion and judgment.

Ability to manage multiple tasks and changing priorities.

Capability of maintaining a favorable company image when interfacing with outside sources.

Ability to maintain work volume and quality consistent with peers.

Issuing International tickets, Following up with vendor and supplier for confirmation of wait list PNR, making the confirmation of flights plus hotel booking using online tool.

As per the business norms reissuing International tickets adhering to finance approval.

Processing the refund, part refund where ever so applicable speaking to airlines and coordinating with vendor/supplier and closing the transaction invoice accordingly.

Providing flight fares, rules, baggage allowance to client with different options, Comparing the price with different airlines on vendor platform.

Issuing ATOL certificate and explaining the rules of using ATOL certificate

Booking accommodation/Hotel Say for the guest, Suggesting and updating the client tariff of hotel accommodation, room type, facilities of hotel etc etc.

Making the Confirmation of hotel accommodation from supplier and Vendor if in case if the hotel is over booked by calling and chasing.

Closing the invoice as per finance & Business terms, delivering the hotel voucher and flights vouchers once the auditing done on booking sale pattern.

Proven pursuit of learning and self-development.

Ability to manage responsibilities in a manner to result in lower costs and better efficiencies for the company.

Ability to demonstrate personal and organizational integrity.

Competency to maintain positive client and co-worker relationships—establishing, developing, and maintaining trust and loyalty over time and through changes.

Capability of working in a team environment supporting management and staff, following policies, providing feedback, assisting in special projects, and taking on additional responsibility. Additional courses:

DIPLOMA IN ACCOUNTANCY PACKAGES May 2005- Sep 2005 DATAR ACCOUNTANCY INSTITUTE, Hyderabad

Practical and theory knowledge in operating & maintaining the accounting Packages like Tally 6.0, Wings 2000, Peachtree, Focus 6.0, Decays, Money Maker. Know to prepare the Account in Sales, Marketing & in General Entry’s.

Additional skills:

Operating systems: windows XP/2000/ME/98, MS WORD, MS EXCEL, POWER POINT,MS Excess, CB++ Accounting Software. GDS GALILEO accounting plus.

STRENGTH:

Strong International skills

Strong attention to detail

Strong organizational skills

Ability to work under pressure

Good communication skills (written and oral)

Strong interpersonal and customer service skills

Ability to meet deadlines

Team orientated

Ability to multi-task and work in a dynamic, fast pace environment

Self-motivated

Personal Information:

Nationality: Indian

Birth date: 29th July 1984

Gender: Male

Marital Status: Married

Number of Dependants: 04

Passport number: P5891721



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