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Customer Service Representative

Burlingame, CA
April 29, 2016

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MAYURI LODHIA 415-***-****

Burlingame, CA ***** E-Mail:

Committed to client relationships, exceptional service and a seamless travel experience

Dedicated Travel Coordination/Customer Service/Concierge offering, 20+ years experience in the travel industry. Specialising in delivering exceptional standards of customer satisfaction, travel coordination

Self-motivated with strong organization and communication skills in a fast-paced, team-based environment.


•Expertise in international and domestic travel including quoting rates and schedules, reservations, booking flights, issuing tickets, baggage check-in, flight boarding and resolving complex travel issues.

•Background in event planning includes scheduling, budgeting, cost control, selection of venue, international travel arrangements, transportation, booking hotels and catering for groups of up to 100 people.

•Computer skills include PC and Macintosh, Microsoft Office (Word and Outlook), Fast Air, Apollo and Shares

•Proficiently prepared global travel for executives and employees including last minute changes, including passport and visa processing.

•Negotiated hotel rates at numerous properties as well as car rental rates for highly traveled cities for United employees and crew.

•Identified and implemented new opportunities for process improvement and service management for efficiency, providing superior service.


LES CONCIERGES – APPLE - 6 Infinite Loop Apple Inc. Cupertino, CA 950**-****-****

Travel Specialist/Concierge

Assisted Apple employees, in planning luxury vacations and reservations including hotels, air, and car travel.

Assessed the clients needs and assist in planning vacations including up selling products and services.

Provide solutions to customer complaints and queries related to travel plans.

Solve problems and resolve customer service issues while ensuring the customer’s needs are satisfied via email and in-person

Possess strong written and oral communication skills.

Actively listen and resolve issues independently.

Collaborated with clients in development of honeymoon, and destination wedding plans (Castles in Ireland and beach weddings Hawaii).

UNITED AIRLINES, Chicago, IL, and San Francisco, CA 1994-2014

Lead - Customer Service Representative/ Concierge - United Club

•Provided support to travelling public at all levels, families on vacation to corporate executives.

•Assisted with alternative travel arrangements, schedule changes, booking flights and special needs during irregular operations.

•Managed ticket counter working with more than 1000 passengers per day to ensure a positive travel experience; assist with international and domestic ticketing, exchanges, reissue, and upgrades.

•Execute daily operations including arrival and departure management communicating with Air Traffic Control, Zone Controllers, pilots, flight attendants, and passengers.

•Responded to escalated customer service concerns, researched and resolved issues to meet customer needs.

•Train new staff in customer relations, sales techniques, and product knowledge and operations procedures.

•Recognized for providing high level of service standards by management and customers.

Corporate and Crew Travel Coordinator

•Managed all aspects of travel planning and coordination for corporate travelers, pilots and flight crew which included airport transportation, car rentals, booking hotels (using Car master/Room master) and responding to the needs of employees.

•Coordinated travel plans for employees on company business in the United States, Europe and Australia; served as primary contact in the daily operations to resolve hotel or transportation issues.

•Consistently analyzed and prioritized comprehensive itineraries; managed schedules and coordinated travel while controlling cost; initiated strategies to maximize use of available resources.

•Maintained database of hotel and transportation companies in every city served by the airline worldwide.

•Key member of a team charged with automating travel procedures from manual system which streamlined operations and resulted in a major cost savings reducing multiple bookings for travel arrangements.

•Planned and scheduled conferences, meetings, corporate events, banquets and training programs for up to 100 people which included coordination of international travel arrangements, lodging and meals.

•Conducted ongoing staff training and development in travel booking, operations policies, and procedures.

Administrative Assistant

•Provided a high level of support to 144 member department; served as initial point of contact for managers, clients and accounting staff; researched, responded and resolved customer inquiries.

•Managed office operations including scheduling; meeting planning; prepared correspondence, invoices and purchase orders; generated reports; worked with vendors, ordered supplies and maintained inventory.

•Developed and implemented new administrative procedures to streamline process, reduce redundant workload, improve efficiency for retrieval of documentation and reduced office expenditures by $5200.


Hatch End High School, London England


Participated in a wide range of career development seminars, workshops and training programs:

International Travel Arrangements Flight Booking Procedures Conflict Resolution

Managing Complex Travel Itineraries TSA/Safety and Security Protocols Cost Containment

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