Customer Service Sales

Kanayo Tilokchandani

Yogeshwar Block a***/****, Premnagar, Ulhasnagar-421005 Date Of Birth: 02Jul1981.Nationality: Indian. +919*********; +912********* adb5ya@r.postjobfree.com

CUSTOMER SERVICE AND RETAIL PROFESSIONAL

Providing Exceptional Service… Building Loyal Relationships…..Solving Problems…Increasing Sales

• Dynamic customer service professional in both back office and front office/ retail store settings.

• Productive relationship builder; excel at listening to customer needs, articulating product benefits and creating solutions that provide value to the customer.

• Highly professional- dependable, reliable and able to perform duties with minimal supervision.

EXPERIENCE

Emirates Airlines- Senior Customer Sales & Service Agent, Retail Office- Mumbai, India

JUN 2006 – PRESENT

• Servicing all walk-in customers/agents for their Travel requirements and needs.

• Maximize local sales for walk-in passengers by highlighting different products & promotions

• Servicing special cases – Stretcher cases, Unaccompanied Minors, extra seats etc.

• Disseminate information to passengers participating in the airlines loyalty program – SKYWARDS

• Study the needs of passengers and build a rapport and develop business in order to switch passengers to Emirates

• Increase direct sales at the ticket office and contribute to achieving the targets of the ticket office and overall target of the station month on month.

• Provide outstanding customer service, received positive feedback and letters of appreciation from Customers

• Handled Staff Visa applications for UAE

• Handled Hotel bookings and tour packages for UAE.

• Handled Refunds and ADM portal (Agent Debit Memos)

• Updating team members on product knowledge and latest enhancements through presentations, open forums and briefings, imparting on job trainings to new recruits.

• To ensure specified number of staff members rostered for duty as per operational requirements.

• Maintaining and monitoring service quality levels on daily/weekly/monthly/yearly basis through Q-matic systems.

Jet Airways- Customer Service Agent- Jet Airways Mumbai India

NOV 2004-JUN 2006

• Handled calls from customers and travel agents with regards to their Domestic as well as International Air bookings.

• Quoting fares, making new reservations and amending existing booking

• Handling Delays and cancelled flights, Tele-check in and handling Ques

Saltours International - Inbound Executive

FEB 2004-JUN 2004

• Handling Hotel bookings all across India.

• Planning Itineraries across India and giving their costing

• Handled domestic tour packages for Domestic as well as Inbound tourist.

Saltours International- Outbound Trainee Executive

FEB2003- MAY2003

Handled International Hotel bookings and tour packages.

• Handled Mumbai Travel agents as well as other Saltours Branches.

• Prepared customized itineraries and sightseeing packages for Outbound tourists.

EDUCATIONAL QUALIFICATIONS

Master of Business Administration (Marketing) from Institute for Technology & Management and New Southern Hampshire University in 2012 with distinction.

• Successfully completed IATA Consultant course, Sep2004 with distinction from Aviation Training and Development Institute, Montreal, Canada

Topped PG Diploma in Travel & Tourism Industry Management, from Garware Institute of Career Education & Development, Mumbai University (2002 -04).

Passed B.Sc in Zoology with distinction from CHM College, Mumbai University (May 2001).

ADDITIONAL QUALITIES

Proficient in Microsoft Office software / Internet savvy

Extremely productive in a high volume, high stress, environment

Self starter with a can do attitude.

Team player

Strong leadership and interpersonal skills.

A Flair for teaching, taught IATA Consultant and Foundation Courses for Mar 2005 & Sep 2005, 2006 & 2007 batches.

Visiting Faculty at Garware Institute of Career Education and Development for Fares and Ticketing.

Actively participated in Science Exhibitions and Elocution Competitions at Intercollegiate and College levels.

Actively participated in organizing and arranging Seminars, Presentations & Events at Garware Institute.

Actively participated in various School events such as Drawing and Craft Exhibitions and Traditional Dress Competitions.

Effective Public Speaking course from Indo-American Society, Mumbai.

PERSONAL DETAILS

LANGUAGES

English - Speak, write and read

Hindi - Speak, write and read

Marathi - Speak, write and read

Sindhi - Speak

HOBBIES

Painting, Gardening, Cooking & Traveling

REFERENCES

Furnished upon Request

Contact this candidate