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Customer Service Sales

Location:
India
Posted:
April 13, 2016

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Resume:

MONICA B/* VIDHYALAYA MARG MULUND (EAST) MUMBAI-**0081

PHONE NO. 992******* E-MAIL: acuchn@r.postjobfree.com

MONISHA NAGDA

OBJECTIVE

To secure a challenging position that will enable me to utilize my capabilities, experiences, qualities and education for the benefit of the organization and for my own professional and financial growth of the Company as well as mine.

SUMMARY OF QUALIFICATIONS

IATA Registered.

Computer Literate.

MS OFFICE, Ms Outlook & Internet.

Designing packages – Photoshop, CorelDraw, Illustrator and InDesign.

Computer Reservation Systems. (CRS) or Global Distribution Systems. (GDS)

GALILEO, AMADEUS, ABACUS & SABRE.

EMPLOYMENT SUMMARY AND JOB PROFILE

1.W Travel: DEPARTMENT - Sales Fulfilment

DURATION: February 2014 – October 2015.

POSITON: Sales Manager

Interact with Corporate Clients & VIP's to determine travel requirements and preferences and then arrange air, hotel, car and ground transportation reservations for US, UK and Asia Pacific Markets.

Maximize client ROI by partnering with preferred vendors.

Conceptualize and craft complex travel itineraries for domestic and international travel while maintaining compliance with client's travel policies.

Deliver innovative ways to resolve customers’ issues or concerns.

Provide clients with an exceptional level of service and additionally cover our 24X7 hour Emergency Desk.

Mentor Agents in core work processes and delivery and execution processes.

Manage a team of 20agents with their rosters, leaves and their process knowledge.

Conduct monthly tests for process knowledge.

Review an agents’ client correspondence to maintain a high level of customer service and efficiency on any reservation.

Handling group travel for flights, hotels and car.

All the reservations are made on Sabre.

2.Airline Service Centre Pvt Ltd. : DEPARTMENT – E-Services

DURATION: December 2012 – January 2014.

POSITON: Sr. Guest Representative Executive.

Maintaining reports on Queue count, Queues actioned and Planning & Assigning tasks to the team-to complete pending Queues in order to reduce the Queue Count.

Managing Fraud transactions by investigating and changing coupon status accordingly.

File waivers for Refund and refund tickets.

Issue EMD for preserved seats, excess baggage and compensation Voucher.

Handle Redemption bookings for fresh Issue, Re-issuance and Refund.

Handle schedule change PNRs.

Call-out guests to advice PCC (Present Credit Card) policy; and action as per Accept or Reject cases.

Handling Limo confirmations for Premium travellers.

Providing best levels of Customer Service to the Guests.

Mentor the team to work smoothly, taking supervisory calls and solving customer grievances.

Make bi-weekly roster for the team.

3.Zenta : DEPARTMENT – Amex Corporate Collections

DURATION: February 2012 – August 2012.

POSITION: Sr. Customer Service Agent.

Working with Fraud detection team to detect online Credit card Fraud.

Soft collection from corporate card holders as First party collections.

Call guest and probe for collection to Amex Business Credit cardholders.

4.Carlton Leisure Pvt Ltd. : DEPARTMENT – Leisure Travel

DURATION: January 2011 – December 2011.

POSITION: Sr. Travel Consultant.

Handling International Ticketing for UK’s Leisure Travel.

Get best fares for complex travel itineraries for domestic and international travel while also making a profit for the Organisation.

5.Airline Service Centre Pvt Ltd. :

DURATION: April 2009 – December 2010.

POSITON: Guest Representative Executive.

DEPARTMENT – E-Services: (November 2009 –December 2010)

Managing Fraud transactions by investigating and changing coupon status accordingly.

Helping the Airport Check in Staff/Duty Managers to re-accommodate the oversold flights (Last Minute reservations).

Call-out guests to advice PCC policy; and action as per Accept or Reject cases.

Providing best levels of Customer Service to the Guests.

Manage complaint emails from travellers and advise a resolution according to the situation.

All reservations made on Amadeus.

DEPARTMENT – UK Market and Resolution Desk: (April 2009 – October2009)

Cater to Etihad Airways passengers on calls from UK and Europe.

Book new reservations, and Re-issue or Refund tickets.

Managing the AHT and Quality of the team data on an Excel sheet.

Mentoring the agents to perform better on calls and get first call resolution for the caller.

Solely managing Resolution Desk.

Roles of Resolution desk – To handle escalation calls.

-To maintain high level of customer service as per Etihad standards

-To guide the team with new updates and process changes.

-To co-ordinate with various Vendors for Limo comfirmations where the service is available.

-To innovate ideas and solutions to customer grievances and complains.

-Maintain team attendance and roster.

6.Akbar Travels of India Pvt Ltd. : DEPARTMENT – International Flights Counter

DURATION: August 2006 – March 2009

POSITION: INTERNATIONAL TRAVEL Co- Ordinate.

Handling International and Domestic Air Ticketing for Indian Market.

Handling Sub-agents, Corporate and Walk-in customer’s bookings with flight tickets and other queries.

Promote ticket sales with profits to the company.

Handling escalations and solving client grievances.

Handling group travel for flights.

Ticket Reservation on Galileo, Amadeus, and Abacus.

Re-issuing, Revalidating and Refunding reservations on all the above mentioned CRS’s.

Handling Hotels, Visa and Travel insurance queries.

EDUCATION

Computer Applications. (MS WORD, EXCEL, ACCESS, & POWERPOINT). February 2006. Institute of Commercial Management. (ICM). UNITED KINGDOM.

Customer Service (Degree). February 2006. ICM, UK.

FRENCH. February 2006. ICM. UK.

Spanish. February 2006. ICM. UK.

Diploma in Travel & Tourism (IATA). April 2005-December 2005. ATRSC. Nairobi, KENYA.

Diploma in Travel & Tourism(IATA). September 2005. IATA Training & Development Institute. Montreal, CA.

Institute of Management & Information Systems. (IMIS) 2003-December 2004. Graffins College. Nairobi.

HSC (Commerce). 2011. PASS. Mumbai.

SSC. 2001. PASS. Mumbai.

PERSONAL INFORMATION

LANGUAGES KNOWN: English, Hindi, Marathi, Gujarati, French and Spanish.

DATE OF BIRTH: 04 DECEMBER 1985.

MARITIAL STATUS: SINGLE.



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