Naved Ahmed

Contact number – +91-987******* E-mail - adhaor@r.postjobfree.com

Career Outline

Travel trade professional with an experience of 15 years in the area of Process management, Operation management and Customer Relations Management. Proficient at leading teams for running successful process operations and handling customer service requirements. Excellent interpersonal, communication and organizational skills with demonstrated abilities in team/crisis/customer relationship management.

Extensive knowledge of Travel Products i.e. Online Booking Tools, Air Fare, Ticketing, Hotel, Car and GDS (Galileo, Wordspan, Amadeus)

Core Competencies: Client Servicing, Service escalation management, Operations (Contact Centre, Email Servicing and Implant).

ACADEMIC, PROFESSIONAL QUALIFICATIONS AND TRAININGS

PROFESIONAL:

Airline Diploma Course from Kuoni Academy of Travels, DELHI.

oInternational Ticketing.

oDomestic Ticketing.

oWorld Geography.

oCRS (GALILEO & AMADEUS, WORLDSPAN)

Basic of French Language from Bhartiya Vidya Bhawan, NEW DELHI.

ACADEMIC:

Post-Graduation, M.A in Urdu from DELHI UNIVERSITY

Graduation B. A (Pass) from Dyal Singh College, DELHI UNIVERSITY.

OCCUPATIONAL CONTOUR

HRG Dnata - (July 2012-May 2020)

Assistant Manager- Operations, September2014- May2020

Senior Travel consultant- Corporate Travel, July2012-August2014

Highlights/Key Deliverables:

Managing contact center Team of 20+ executives. Responsible for PAN India operations and support.

Online support plus Email Support (Navigation, Fulfillment and Level 1 & 2 support).

Providing support on OBT i.e. KDS.

Cost optimization through influx of technologies. Ensuring to meet Online Adoption Target of 95%.

Ensuring High customer satisfaction through follow-up, client responsiveness, and thorough effective & personalize communication.

Managing client escalation and providing best of solutions.

Personal assistance to all Super VVIPs and VVIP queries and Concern with best of solution.

Ensuring successful implementation of Travel Policies with 100% adherence.

Road show/Meet and Greet sessions with clients to perform knowledge transfer and ensure effective usages of Travel Products.

Proactively managing service delivery and providing outstanding levels of quality service that are in line with the organizational service delivery standards and customer expectations to ensure high customer satisfaction levels.

Negotiations with Airlines, hotel and other vendors in ensure maximum savings and better services.

Providing Level 1 support (KDS, Concur) and working closely with Level 2 team and Technology Vendor in resolving ongoing issues.

Conducting monthly review with leadership teams to discuss the health / progress of the process.

Process includes Inbound and outbound calling, Email servicing, Queue management and navigation support.

Worked with HRG-Sita as a Senior Travel counselor in Ticketing Team from February 2011 to July 2012.

Job Responsibilities:

Responsible to provide support to implants.

Ticket issuance, Reissuance and Refund.

Solve Reissue/Refund and Fare queries.

Co-ordinate with various vendors including International and Domestic airlines, hotel chains, car rental companies for problem resolution.

Co-ordinate with Galileo (CRS) for all kinds of CRS related discrepancies.

Worked with Interglobe Technology Quotient Private Limited. Distributor of GALILEO (GDS) as a Team Leader from June 2007 to February 2011.

Job Responsibilities:

Supervised a team of 15 and providing floor support.

Responsible to provide formal trainings for Galileo process to new employees.

Solve Reissue/Refund and Fare queries.

Making reservations and ticketing after office on behalf of travel agents.

Provide support on entire range of Galileo products to the line customers.

To be a single point interface between travel agents and Galileo for effective trouble shooting.

Liaison with Galileo International for solutions which are not locally available.

Worked with Saudi Arabian Airlines (City office, New Delhi) as an executive in Reservation & Ticketing Department from September 2005 to May 2007.

Job Responsibilities:

Handled VIP and First Class reservation.

Pre and Post Flight check – flight firming.

Handled Passengers and Travel agents at city office.

Ticket Issuance, Reissuance, PTA.

Nationality, Dupes, Lost Ticket, UMRAH, HAJJ, MEDA, SEMN, UMNR Cases.

Worked at Delhi airport as CSA and Arabic visa reader for 04Months.

Worked with Balmer Lawrie & Co. Ltd. as an Executive in Reservation and Ticketing department from January 2005 to August 2005.

Job Responsibilities:

Provide travel related support to players and contestant from Ministry of Youth Affairs and Sports, Govt. of India this includes flight options and making reservations.

Liaison with travel coordinators and issue domestic and international tickets.

Generate invoice after ticket issuance and credit note after cancellation.

PERSONAL DETAILS

Father’s Name Mr. Hussain Ahmed

Address Plot-190, Flat-403, Gyan Khand-1 Indirapuram Ghaziabad-201014

Date of Birth Date of Birth 29th June 1981

Nationality Nationality Indian

Marital Status Married

Passport No. Passport Number N7583296

LinkedIn https://www.linkedin.com/in/naved-ahmed-998a93a2/

Naved Ahmed

Delhi/NCR, India

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