Quality Customer Service

Objective

To excel in all fields of life and profession, to work in an organization that fosters innovation, encourages growth and where potential can be unlocked without any negative variance and thus I can add value to every aspect I undertake

Educational Qualification

Completed basic course of CRS(Amadeus) from Delhi Institute of Tourism & Travel Mgmt (2017)

Intensive Advance Diploma in Portuguese Language from Delhi University (2010)

B.Com from Delhi University (2009)

Completed Higher Secondary from CBSE (2005)

Professional Experience

Working with VFS global under the Tourism Board travel shops since April’19 till present

Worked with Serco Global Services for Travel and F&A process since Oct’2014 till May’2017

Worked with Intelenet Global Services for Travelling Process from Sep’2010 to Oct’2014

Organization working for: - VFS Global

Working as a Sales & Operations representative for France, Switzerland & UK travel shop at VFS global since April’19

Promoting the travel business and converting the leads into sales

Providing information about travel tours and city sightseeing to customers

Customizing the detailed itineraries for tours and sightseeing according to the clients need

Assisting the customers with their travel related queries through email, phone and face to face

Helping the customers with visa related queries

Providing the assistance to the customers while making tour bookings

Helping them with refund and cancellation issues while liaising with the suppliers

Maintaining outstanding relationship with the clients and exceeded their expectations for customer service while securing their travel arrangements

Maintaining regular communication with the customers prior to departure to provide updated travel information

Provide travel brochures and destination literature with points of interest relevant to customers needs

Organization worked for: - Intelenet Global Services

Role & Job Profile

Worked as a Portuguese Language Expert in a B2B international Customer Service environment for the process named Gulliver's Travel Associates (later taken over by Kuoni Global Travel Services in the year 2013) from Sep’2010 – Jan’2014

Investigating FIT post & pre travel complaints for hotels, transfers & sightseeing services raised by the travel agencies from across the globe with our co-ordination teams located in different parts of the world(e.g. Europe, Asia, Middle East, North & South America)

Providing the final report of the complaints received from the concerned hotels and suppliers to the agencies in the form of apology letter

Assisting the agencies in future booking queries by liaising with the co-ordination teams, hotels & suppliers

Correspondence with the agencies and internal departments via email & call

Assisting the agencies & the co-ordination team with refunds & other Accounts related queries

Resolving general queries raised by the agencies within 24hrs

Collaborating with the Business Development Managers for monthly market reports and refunds

Evaluating refunds and maintaining re-calculated rates in the system

Perform additional job-related duties as assigned by the management

Quality Analyst for Travel and Finance & Accounting process (Feb’14 – till May’17)

Promoted as a Travel Quality Analyst & process trainer in the process named Gulliver's Travel Associates from Feb’14 till Sep’14

Planned & conducted formal training for newly hired & existing operations team for the same process

Conducting Process Knowledge test for the team on monthly basis

Worked as a Quality Analyst in a F&A process named Serco Shared Services from Oct’2014 till May’17

Doing Quality for Oder to Cash & Technical Accounting for all regions

Monitoring transactions and ensure quality huddles are conducted weekly

Solving CCRP’s (Client complaint redressal portal) for the business, seeking corrective action and planning future action so that it could not be repeated and giving feedback to the team

Preparing daily average & monthly quality scores

Preparing MBR (Monthly Business Review), SLA (Service Level Agreement), OLA (Operational Level Agreement) and other daily & monthly reports

Give floor support and solving team queries related to process

Conducting Calibration & Side By Side Audits on Monthly basis with the team

Skills

Knowledge of AS400, Talisma, SAP, Insight, CRS(Amadeus), GTA/Travelcube wholesale & retail travel websites

Knowledge of Europe & UK destinations

Good writing and communication skills

Excellent research, time management and problem resolution skills

Self-motivated with strong drive to achieve results

Ability to handle customer complaints/feedback and ensure prompt and effective resolution of customer issues

Achieving targets in a dynamic and complex business environment

Ability to work independently as well as in a team

Multi-lingual work environment experience

Learning

Assisting the Supervisor in preparation of monthly reports

Helping Team Leader with floor support and other operational issues

Training new hires

Coaching and mentoring team members

Work flow management

Professional Achievements

Promoted to Quality & Process Trainer in Feb’ 2014

Awarded for Highest Quality for the month of May’ 2013

Awarded for Highest Productivity for the month of Jan’ 2013

Awarded for Highest Quality for the month of Jan’ 2013

Awarded as Agent of the quarter of July to Sep’ 2011

Awarded for Highest Quality for the month of July’ 2011

Computer Skills

Working knowledge of Microsoft Office, Talisma, SAP & CRS(Amadeus) and various travel domains.

Personal Details

Date of Birth 01st April 1988

Nationality Indian

Languages Known English, Hindi & Portuguese

Address 318, Sainik Vihar, Near Rani Bagh, Pitampura

Interest and Activities

Traveling (travelled to Europe)

Learning about new places & cultures

I hereby declare that all the information furnished above is true to the best of my knowledge.

Priyanka Nagrath

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