Customer Service Client Relationship

Mahesh Balasubramanian

***** ****** *****, *******, ** - 20170

Phone: 212-***-****

E-Mail – ***********@*****.***

Hold a valid Work Permit (Sponsorship Not Required).

PROFESSIONAL SUMMARY

A Travel & Tourism professional, with more than 15 years of experience in assisting international guest in fulfilling their travel dreams for India, Nepal, Bhutan & Sri Lanka. Deep knowledge and expertise in handling travel sales, operations, travel administration and team management. Excellent at client relationship, liaisoning, networking skills problem solving, team work etc are some of my positive traits. Proven my ability in thoughtfully perceiving, developing and customizing itineraries to the complete satisfaction of foreign agents & direct customers. In addition, have more than five years of administrative experience in other sectors and organizations such as airlines industry (Jetair Pvt Ltd), handling airport related duties United Nations High Commission for Refugees (UNHCR), India office.

SKILLS

Excellent customer service skills that ensure client satisfaction in vacation packages and travel itinerary.

Strong problem-solving skills with at most patience, to handle even the most stressful of situations, such as stranded clients, canceled flights, overbooked hotels, and other travel emergencies.

Motivational interviewing skills to assist in truly listening to clients and recognizing what they want to create customized travel experiences that meet their expectations.

Extensive knowledge and itinerary ideas for India, Nepal, Bhutan and Sri Lanka including information on hotels, activities, guide availability etc..

EXPERIENCE

October 2020 – At Present WALMART, TYSONS VIENNA, USA

Joined as Associate – Cashier (Part Time), Became Full Time in 3 months and promoted to Associate Shopper (Digital).

Ringing up sales on computerized cash registers, scanning coupons, applying discounts, and processing payments.

Identifying customer needs, assisting with purchasing decisions, locating merchandise etc

Handling returns, resolving customer issues and concerns

Fulfilling customer orders by reviewing orders, locating, preparing and packaging merchandise with the given time.

Providing substitutions and consulting with customer as needed to ensure satisfaction and following up on out-of-stock merchandise

Stocking merchandise, removing damaged or out-of-date goods, setting up, cleaning and organizing product displays.

Complying with company policies, procedures and standards of ethics.

June, 2015 – March 2020 MYSTERIES OF INDIA NEW DELHI

Manager – Inbound Sales

Preparing Quotations for Groups and FITs.

Interacting with direct clients and sales proceedings

Interacting with lead managers & directors of Foreign Travel Operators

Assisting in preparing sales promotion advertisements

Brochure costing and designing itineraries for companies and Foreign Travel Operators

Booking International flight tickets from UK through Lime Management (BA) and Aviate system (VS)

Negotiating rates with hoteliers, transporters for individuals and groups

Booking Hotels, Train Tickets & Domestic Flights for individuals and groups

Arranging guides / escorts as per requirement

Coordinating with area representatives and sending instructions for handling guests

Assigning duties to office vehicles and other transport vendors

September, 2013 – April 2015 MONDIAL TRAILS NEW DELHI

Manager – Business Development

Responsible for developing new business specially the Malaysian Market

Handling inbound queries related to English Market

September, 2011 – 31August 2013 GETS HOLIDAYS NEW DELHI

Manager – Inbound Sales

Incharge of Inbound sales team of 14 people including foreign nationals

Guiding team to achieve Individual & team’s target

Nurturing the team to raise to higher level in the organization

Providing complete back support in case of staff on leave

Overseeing operational aspects

August, 2009 – 31August 2011 TRAVEL INN INDIA PVT LTD NEW DELHI

Team Manager

Incharge of One of the Premium accounts of the company

Overseeing sales and operations

Brochure costing and designing new itineraries

Directing interaction with lead managers / consultants of our FTO

Preparing monthly statement of invoice and follow up on payment receipt

July 07, 2008 – January 20, 2009 SWAGATAM TOURS PRIVATE LTD NEW DELHI

Senior Tour Consultant – Sales (Inbound)

Preparing Quotations for Groups and FITs.

Assisting in preparing brochure programs for Foreign agents

Negotiating adhoc rates with hoteliers for groups and incentives

April 25, 2006 – July 03, 2008 MYSTERIES OF INDIA NOIDA

Assistant Manager – Sales and Operations (Inbound).

Handling queries from direct UK based clients and agent

Preparing Quotations, detailed itinerary for Groups and FITs.

Booking International flights and forward documents to client / agents before departure

Assisting in preparing sales promotion advertisements

Preparing invoices and update the accounts with purchase details

Handling all operation related work

Supervising staff on their daily operational work

May, 2002 – April 10, 2006 B B VOYAGE PVT LTD GURGAON

Assistant Manager – Tours. (Inbound)

Preparing Quotations, detailed itinerary for Groups and FITs.

Negotiating special rates with hotels for Groups / FITS.

Hotel, Train / domestic Flight bookings as per requirement of the itinerary

Forwarding timely payments / vouchers to hotels and agents.

Arranging guides / escort as per requirement

Coordinating with local agents and sending instructions for handling clients

Assigning duties to office vehicles

Have been a Tour Escort for groups.

April 2000 – February, 2002 UNITED NATIONS HIGH COMMISSIONER FOR REFUGEES DELHI

Consultant, Durable Solutions Clerk.

Computerized formatting of Resettlement Registration Forms of Refugees, for submitting their case to Headquarters and Embassies locally.

Handling travel arrangements of refugee’s repatriation / resettlement cases.

Drafting letters to Government authorities seeking clearance for refugees leaving India

Liaising with Foreigners Regional Registration Officer (FRRO) and other government authorities for obtaining exit clearances.

Assisting refugees departing India at the airport, by facilitating in immigration & customs.

Maintaining records of refugees resettled and repatriated.

January, 1994 – March 2000 JETAIR PRIVATE LIMITED DELHI

Started in the capacity of Personnel cum Administrative Assistant (January 94 – November’95)

Reporting directly to GM (P&A) and provide secretarial assistance.

Maintaining confidential dossiers and leave records for all grades of employees.

Preparing appointment and confirmation letters for employees of all grades.

Coordinating with accounts department during annual staff appraisal.

For resigning staff, complete formalities and forward information to accounts department.

Travel bookings and visa arrangements for Management Staff.

Transferred on request to the Airport w.e.f. December, 1995 as Traffic Officer and worked with Air Canada, Royal Jordanian and Austrian Airlines.

Pre and post flight work, check-in of passengers and supervision during flight handling.

Profiling of passengers and their travel documents.

Coordinating with AFRRO and Embassy officials to check on doubtful passengers.

Reservation and ticketing.

Rebook passengers in case of denied boarding due overbooked flights and other flight related work during this time.

Mishandled baggage handling.

Preparing of monthly statistical reports regarding passenger traffic to Airport Authority of India.

Supervising complete operation of flight handling in the absence of Station Manager

TRAINING

Passport training and Visa knowledge seminars from American Embassy, Austrian Embassy, British High Commission & Canadian High Commission,.

Familiarisation training of A310-300/200 aircrafts with Royal Jordanian Airlines.

“Basic course in passenger handling” from Austrian Airlines in Vienna.

“World Tracer Seminar” for baggage tracing from Austrian Airlines in Vienna.

Travel documents check training given by the Austrian Border Police in Vienna.

Seminar on “Windows NT” operation from Austrian Airlines in Vienna.

EDUCATION

Bachelor of Commerce from University of Delhi, India

IATA-UFFTA Standard Course for Ticketing and Reservation.

“International Ticketing for Travel and Tourism Management”.

“International Travel Preparation, Safety & Wellness”

“Sustainable Tourism – Promoting Environmental Public Health”

LANGUAGES PROFICIENCY

English – Speak, Read and Write

Hindi – Speak, Read

Tamil – Speak, Read and Write

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