Customer Service Manager
Resume:
SUMMARY
Well-organized, detail-oriented service professional experienced with more than 10 years in hospitality industry. Have demonstrated an effective resource with an optimistic attitude and overdriven all challenges. I believe my work abilities, experience, and knowledge can successfully fulfill any obligations requiring of responsibilities on the company
SKILLS
Customer Service
Team Work / Collaboration
Budgeting / Cost Control
Negotiation
Troubleshooting with the time constraint
Staff Management
Multitasking
MS Office and Mac OS
Administration
Team Building
LANGUAGES
English (Written & Spoken)
Hindi (Written & Spoken)
Arabic (Fairly Spoken)
EDUCATION
Bachelor of Commerce (B.com)s
University of Pune – India
WORK EXPERIENCE
Manager – Inbound Tour Operations
City One Tourism And Travel LLC – May 2019 – March 2020
Clienteles: Servicing Groups & FITs from India, Africa, America, UK, South East Asian market
Developed and maintained a loyal client base through rapport building and superior customer service
Efficiently managed smooth arrivals, departures and tours of all Groups and FIT and ensured were conducted on time
Successfully maintained least customer complaints by thorough follow up and streamlining operations to its utmost efficiency
Interacted will all the clients to strengthened customer-client relationships thus enhancing customer retention.
Monitored essential documents related to tourist visa applications travel insurance and all formalities were fulfilled to ensure a hassle free arrival
Evaluated and ensured all vendors performance meets the defined standards and adhered to company policies and procedures maintaining service levels and quality
Slashed payroll/benefits administration costs by negotiating pricing and fees, while ensuring the continuation and enhancements of services.
Created new premium/basic packages and improvised existing marketing materials with marketing team
Effectively controlled costs on Purchase of excursion and tourist attraction tickets
Monitored driver rosters, inspected company vehicles and ensured all were well maintained & fit to operate
Identify and address development needs
Ensured work complies with relevant government legislation, policies and procedures
Managed team of 10+ members conducted regular seminars and trained on SOPs, enhancements and product site inspections to assure all quality standards are maintained
Generated Operations Metric report on weekly basis
Manager – Inbound Tour Operations
The Holiday Moods – May-2016 – April 2019
Clienteles: Servicing Groups & FITs from Indian market
Developed and maintained a loyal client base through rapport building and superior customer service
Planned, organized and executed tour packages for FITs & Groups,
Arranged tourist visas and reviewed essential documents and all formalities to ensure a hassle free arrival
Assisted Arrivals & Departures and ensured a comfortable & smooth travel
Conducted site Inspections like hotels, outsourced transport, tourist attractions & Restaurants to ensure a satisfactory service standards are maintained
Monitored budgets and expenses and negotiated contracts with vendors (hotels, restaurants, tour Guides, transport companies and tourist attractions) to reduce operating cost and increase profits
Monitor weather conditions and supply travelers with pertinent information and useful material (guides, maps, event programs, Exhibitions.)
Provided 24-hour on-call response service to clients and vendors.
Operations Manager
Al Shafq Tourism LLC – Dubai – Mar-2011 – Mar-2016
Clienteles: Serviced Groups & FITs from Vietnam, Cambodia, Thailand, Malaysia & India
Developed, planned, and sold tour packages and travel service and consistently ensured delivery of quality service vital to growing a loyal clientele base
Arranged marketing materials like flyers, proposals, tour books, brochures
Interacted and maintained healthy relationships with clients and exceeded their expectations for customer service while securing their travel arrangements.
Monitored budgets and expenses and negotiated contracts with vendors to reduce operating cost and increase profits
Ensured that company procedures, guidelines, the safety measure and standards were followed in the areas of customer service to maintain operational efficiencies
Trained all staff on SOPs, enhancements and product site inspections assure quality standards are maintained
Ensured all complaints were resolved immediately and to the satisfaction of both the agents and passengers.
Prepared Duty Rosters for Drivers and maintained company vehicles and ensured all were fit to operate
Reviewed & Approved Reports for Groups & FIT Movement
Operations Manager
National Desert Travels LLC – Dubai – Feb-2007 – Jan-2011
Clienteles: Serviced Groups & FITs from Vietnam, Cambodia, Thailand, and India
Organize Meet and Assist for a smooth and enjoyable trip from the Arrivals to the Departures of all FITs & Groups
Contracted with hotels, restaurants, tour guides & outsourced transport companies, assuring maximum profits
Performed site inspections of contracted hotels & restaurants to ensure the quality standards are maintained
Monitored Reservation staff on their queries & assuring replies with a minimum turn-around time
Created check-lists, provide instructions to ensure quality standards and safety measures have adhered during the day to day operations
Monitored issuing of Tourist Visa & Travel Insurance to ensure their hassle free arrivals
Planned & executed itineraries for Groups/FITs and provided onsite assistance to the operations team, to ensured all tours were conducted smoothly and on time
Maintained records for Purchase & Sale of Excursion Tickets
Monitored Duty Rosters assigned for Drivers & approve maintenance of company vehicles
Contracted and handled Travel Kiosks at various Hotels, monitoring their sales & optimizing maximum revenue
Ensured work complies with relevant government legislation, policies and procedures
Handled customer complaints & efficiently resolve to utmost customer satisfaction
Bharat Wadhwani
************@*****.***
Mob: +971-**-*******
Valid UAE D/L
UAE Residence Visa
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