Customer Service Sales

PROFILE

Experienced travel professional with over 20 years’ experience across Corporate and Retail Travel segments. Advanced level user of Amadeus and Sabre GDS. DOT and TICO Certified. Expert at interpreting airline rules and policies and applying them to complex scenarios. Possess excellent communication skills and have received multiple complements while handling escalated customer issues. Consistently work directly with the customer and airlines to bring about resolution in a timely and efficient manner. Provide coaching and sharing of knowledge with new joiners. Ability to work on multiple tasks simultaneously in a high pressure environment

AREAS OF EXPERTISE

● Amadeus ● Sabre ● Galileo

● Sales ● Reservations ● Ticketing

● Customer Service ● Problem Resolution ● Negotiation

● Process Standardization ● Interpersonal skills ● Multi tasker

● Waiver Cases ● Coaching

CAREER TRACK

Fareportal, New York November 2010 to date

Travel Consultant

● Responsible for Telephone Sales for Business and Leisure travel products.

● Consistent first call resolution provider.

● Obtained excellent rating in customer surveys numerous times in last 12 months.

Qatar Airways, Call Management Center, New Jersey June 2007 to May 2010

Reservations Agent

● Responsible for reservation call management for Qatar Airways.

● Handled all reservation calls, query resolution and related functions.

● Expert in special customer needs handling.

● Recipient of numerous customer appreciation letters.

Thomas Cook, Chennai August 2005 to December 2005

● Managed Corporate Incentive Tours.

● Responsible for all walk in sales for travel, foreign exchange, insurance and tours.

● Increased average across-the-counter sales in 5 months by 250%.

Gulf Air Co., New Delhi September 1982 to August 2000

1.Reservations and Ticketing Agent I (May 1999 to August 2000)

● Responsible for pre and post flight control for all flights from Delhi station.

● Supervised, monitored and controlled flight over booking profile and wait list control.

● Managed VIP, bulk and agent bookings.

● In charge of all Telephone Sales and Reconfirmations.

2.Marketing Officer (November 1995 to April 1999)

● Analyzed market practices and prepared annual pricing structure.

● Obtained sanctions for special market fares from Head Office.

● Prepared annual Business Plan for North India.

● Coordinator for Frequent Flier Program for North India.

● Oversaw GSA sales team and execution of marketing strategies.

3.Reservations and Ticketing Agent II (September 1982 to October 1995)

● Managed front office of Gulf Air’s ticket counter.

● Specialized in complicated fare calculations.

● Controlled pre and post flight checks and overbooking position.

● Attended to telephone sales, prepared flight manifests and maintained flight charts.

PROFESSIONAL DEVELOPMENT & TRAINING

● Travel Industry Council of Ontario (TICO) certified

● 5 Star on the ground Training, Qatar Airways

● Amadeus – Basic Reservations Training

● Galileo – Basic Reservations Training

● Customer Awareness Training, Gulf Air

● Dangerous Goods I Training, Gulf Air

● Passenger Tariff Level 2 Training, Gulf Air

● Quality Customer Service Training, Gulf Air

● Falcon Muti–Host Training (SABRE)

● Customer First Training, Gulf Air

● NUC Tariff Training, Gulf Air

● Telephones Sales Training, Gulf Air

● GARTH Auto Ticketing Refresher Training, Gulf Air

● Transitional Automated Ticketing Training, Gulf Air

● GARTH Sales Agent Training, Gulf Air

● Supervisory Skills – Basic Training, Gulf Air

● Tariff and Ticketing Level 2 Training, Gulf Air

● Basic Passenger Tariff Training, Gulf Air

EDUCATION

Hotel Management, Catering and Nutrition

Pusa Institute, New Delhi

I.C.S.E. with 6 O Levels

Frank Anthony Public School, New Delhi

ADDITIONAL SKILL SETS

Proficient user of Microsoft Word, Excel and PowerPoint

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