Upasna Gosrani

adnff5@r.postjobfree.com

(+***) 070*******

Summary

A motivated, reliable individual with Administration and Customer Service experience. Holds a current customer service qualification. Friendly, with well-developed interpersonal skills. Enjoy challenges and working both independently and as part of a team. Actively pursues training and learning experiences to continuously improve skills. Hard – working professional with 5+ years of experience and proven knowledge of back office operations, customer service, and data entry.

Career History

Travel Associate Ltd (Nairobi, Kenya), March 2019 to 01st December 2020 Tour Consultant

Build and maintain relationships with clients

Research, explore and study different travel destination options

Research destination and travel prices, customs, weather conditions, reviews etc.

Research and study clients’ specifications and wishes

Suggest suitable travel options that best suite clients' needs

Plan and organize travels

Book tickets, reserve accommodation, organize rental transportation

Inform clients and provide useful travel material such as guides, maps and event programs

Collect deposits and balances

Offer and promote different services and offerings

Keep learning about latest industry trends

Handle unforeseen problems and complaints and determine eligibility for money returns

Attend conferences to maintain familiarity with tourism trends

Create and update electronic records of clients

Maintain relationships with key persons

Keep financial statements and documents

Reach the revenue and profit targets

Visa

Holidays N Style Ltd (Nairobi, Kenya), May 2018 to March 2019 Manager

Overall responsibility for the smooth running of the office

Marketing, social media marketing, creating posters for tour offers and travel offers

Handling booking, invoicing and issuing tickets

Organize travels / tours from beginning to end, through booking tickets and accommodation, securing rental transportation, informing clients of travel uses including required documents

Sending out tickets to clients

Keeping clients up to date with any changes in booking

Attend travel seminars to remain updated with tourism trends

Deal with occurring travel problems, complaints or refunds

Enter data into our software and maintain clients files

Maintain statistical and financial records

Oshwal Sports Complex (Nairobi, Kenya), Feb 2017 – March 2018 Manager

Managing a team of up to 14 staff members.

Involved in the recruitment and interviewing of new staff and carrying out staff performance reviews

Reviewing current organizational effectiveness and making recommendations for improvements.

Organizing meetings and ensuring senior managers are well prepared for them.

Support budgeting and bookkeeping procedures

Handling of funds both cheques and cash, banking and attending to any bank queries

Making sure that all office systems are managed and maintained, including Staff Recruitment Files; Stationery Log and Stock Checks; Uniform Sales; Petty Cash; and Client Files. Disney – Sitel Leavesden (London, UK), Nov 2016 – Jan 2017 Guest Services Center,

Placing order over the phone and taking payments

Dealing with complains

Whirlpool -Sitel Leavesden (London, UK), Oct 2016 – Oct 2016 Customer Service Advisor

Registering the customer’s information in the database

Checking if the dray is effective or not effective and dealing with complains Step Ahead Employment Limited (London, UK), Oct 2015 - Dec 2015 Business Support Assistant (Compliance)

Detailed analysis of candidate compliance requirements and maintaining records of compliance activity

Ensure references of all candidate obtained within one week following registration.

In the case of references not been available identify other suitable evidence of activity (such as travel documents) and liaising with the candidate to obtain these (overcoming any sensitivity)

Supported the day to day administration of the office, including visitor reception, setting up meeting rooms, organizing refreshments, stocking rooms with regularly used forms/documents, mailings, and tasks such as individually acknowledging all temp leave requests within 1 working day of receipt. Cancer Research UK Charity Shop (London, UK), Mar 2015 - Oct 2015 Customer Assistant

Stock taking, price-checking, refilling items in the store and serving customers, at the same time, making sure the store is clean and tidy and secure.

Handling cash and card transactions and doing a cash up at the end of the day and also doing the banking of the daily income

Sensible Staffing (London, UK), May 2015 - Jun 2015 Administrator

Willesden Job Centre plus (London, UK), Jan 2015 - Feb 2015 Customer Advisor

Travellers Den Ltd (Nairobi, Kenya), Oct 2010 - Apr 2011 Travel Consultant

Cancer Research UK Charity Shop (London, UK), Apr 2010 - Sep 2010 Customer Assistant

Education History

Level 2 Business and Administration, Sep 2015 - Feb 2016 London Learning Consortium

City and Guilds Level 3 National Diploma in Travel and Tourism, Sep 2009 - Jul 2010 Barnet College

BTEC First Diploma in Travel and Tourism, Sep 2008 - Jun 2009 Stanmore College

BTEC Customer Service Award, Sep 2008 - Jun 2009

Stanmore College

Interests & Hobbies

I am a well-rounded individual who enjoys swimming, reading, meeting new people, discovering new places and new cuisines and spending time with my friends and family. Key Skills

Microsoft Office

Team player with positive attitude

Problem solver

Fluency in English (spoken, written)

Self-motivated with the ability to work on your own initiative.

Ability to function in a fast-paced environment.

Ticketing System of Galileo and Amadeus

Photoshop

QuickBooks

References

Available upon request

Contact this candidate