Customer Support Travel Agent
Resume:
CHRYSTAL D’SOUZA
Email: ******************@*****.***
Phone: +971********* / +971*********
Career Objective
To pursue a challenging career in a reputed company which will provide me a lot of learning opportunities so that I can realize my potential and work with full determination and dedication towards the organization.
Key Skills and Qualities:
Excellent multi-tasking, organizational and time-management skills.
Ability to deal with internal and external customers at all levels via telephone and email, to ensure successful communication via actively listening and probing questions.
Enjoys sharing knowledge and encouraging development of others to achieve specific team goals.
Ability to lead and motivate a team.
Strong attention to detail and commitment to delivering quality results
Excellent communication skills which help a great deal while handling daily correspondence
Ability to provide prompt service to the customers Educational Qualification Passed SSC in the academic year 2006-07 Passed HSC in the academic year 2008-09
Passed Final Year in Business Commerce in the
Year 2011-12
Additional Qualification : Post Graduation Diploma In Tourism & Travel Industry Management, From Garware Institute, University Of Mumbai Work-Experience
Call Centre Agent- (Temporary Contract)
Joined TASC outsourcing for MAJID AL FUTTAIM HYPERMARKETS LLC- Carrefour from 1st August 2021 to 26th September 2021 Key responsibilities
Handling inbound calls from customers professionally and responding to their enquiries and registering their complaints
Escalating customer complaints to the concerned departments
Following up on pending customer complaints
Assisting customers with basic troubleshooting regarding app and website related issues
Assisting customers in placing return and replacement requests
Customer Support Executive.
Joined Imagine Cruising, Dubai from 27th February 2019 till 9th May 2020 Key responsibilities
Dealing with bookings done for various cruise lines by the company
Inputting the booking in to the Traveltek system, doing a quality check on the bookings and sending the initial documents like the confirmation invoice and receipt to the customer
Quoting customers and booking add on services like airlines, hotels and transfers
Coordinating with the cruise line and other suppliers in assisting customers in upgrading or re-scheduling their existing bookings as well as helping customers with their special requests
Calling up customers to collect the balance payment for the booking
Dealing with customer complaints over calls and emails and resolving them
Meeting with walk in customers and assisting them with their queries regarding the existing bookings, complaints and future payments
Coordinating with the hotels and transfer suppliers if the customers have any complaints or missed their transfer
Attended an official trip to Rome, Italy to assist in an event held by Imagine Cruising for their customers who were a part of an on-going tour
Attended ship inspection tours of various cruises such as Seabourn, Royal Caribbean and Jalesh Cruises at Port Rashid, Dubai.
Business Operations Supervisor.
Joined Discover the World, India from 1st February 2014 till 30th November 2018
Key responsibilities
Cruises- Carnival Cruise Lines, Celestyal Cruises, Variety Cruises & Hurtigruten Cruises
Quoting and Processing FIT and Group Reservations for various reputed cruise lines represent by Discover The World, India
Preparing invoices for FIT and Group reservations and collecting the payments from the travel agents/ customers
Following up for payments with the travel agents/ customers and making timely payments to the cruise line
Handling cancellations, amendment requests and complaints and special requests from the clients
Ensuring timely delivery of services and high level of customer satisfaction
Coordinating directly with the respective cruise head offices in their respective countries
Represented Variety Cruises at OTM (Outbound Travel Mart) and Seychelles Tourism Roadshow held in Mumbai
Attended an inspection tour on Variety Cruises in Greece
Attended a FAM trip on Celestyal cruises in Greece Accommodation- Caesars Entertainment, Park Group of Hotels, La Quinta & Extended Stay America
Quoting and Processing FIT and Group Reservations for various accommodation partners represent by Discover The World, India
Coordinating directly with the respective hotels for quotes and booking
Handling cancellations, amendment requests and complaints and special requests from the clients
Car Rentals- Hertz & Dollar
Quoting and Processing Reservations for Hertz & Dollar for leisure and corporate clients both postpaid and prepaid
Processing amendments & cancellations
Preparing invoices for prepaid bookings
Coordinating with the respective locations if required
Handling customer queries regarding complaints and refunds OTA- Expedia TAAP (Travel Agents Affiliate Program)
Assisting travel agents to register on the portal
Conducting verification calls to the travel agents
Handling and resolving travel agents complaints
Coordinating with the travel agent and the hotel for relocation of the customer in a booked out situation.
Airlines- Copa Airlines, Aero Mexico, GOL & Thomas Cook Condor
Providing capping on Amadeus and Galileo for Copa Airlines to Travel agents
Coordinating with the Travel agents and airlines for any issues or queries
Intern
Joined Makemytrip.com as an intern from February to May 2013 Key responsibilities
Booking International and domestic tickets from the makemytrip portal
Coordinating with the airlines for cancellations and refunds
Booking International and domestic hotels from the makemytrip portal
Coordinating with the hotels for cancellations, refunds and special requests
Booking International and domestic packages for FIT and Groups
Preparing customized itineraries as per the passengers requirement Personal Information:
Date of Birth : 22nd October 1991
Marital Status : Married
Nationality : Indian
Linguistic Skills : Fluent in English, Hindi, Marathi Languages with ability to Read, Write and Speak
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