Lead Travel Consultant
Seera
مجموع سنوات الخبرة :17 years, 6 أشهر
•Lead travel consultant team at .almosafer.com.
•Deal with suppliers and negotiate to enhance revenue.
•Quality check of all orders of Air, Hotel, Insurance and Package.
•Fulfil failed online orders, amendments, and refunds.
•Assist team members for smooth operation, reduce loss and enhance customer service.
•Implement new ideas to increase quality and simplify process to achieve team goal.
•Handle BSP Refund Application and coordinate with airline for approval.
•Review ADMs. Educate team about agent mistakes and coordinate with airline for dispute.
•Handle ACMs and Unused revenues.
•Liaise with other department systems and process enhancement.
•Analyze the payment details, reduce risk and prepare risk data.
• Establish operational efficiency and quality standards while ensuring compliance with operating policy and procedure.
• Coach and monitor junior employees on an ongoing basis through providing inputs on the job and timely feedback.
• Arrange Top Management Travel, VVIP Travel and private charter services.
• Ensure timely transfer of billing requirements to finance department to revenue optimization.
• Ensure generation of maximum revenue and profitability.
• Provide support to sales team to acquire new clients.
• Ensure regular team meetings to discuss issue such as workload, lower productivity and resolve.
• Prepare operational analysis including monthly and quarterly assessments and forecasts of productivity, resource and capacity utilization, cost per transaction, service level as per SLA.
• Ensure high morale amongst the team members, drive the culture of performance and communicate appreciation or recognition email from customers to the team.
• Ensure customer service of a very high level and expeditiously resolve customer issues.
• Assist management team to other task as required by the business.
• Review the Agent Debit Memo’s (ADM) and liaise with airline/superiors to resolve issue.
• Suggest improvement in operational activities and team structure based on assessment of internal capability and client needs.
• Review customer complaints and resolve all escalated issues, customer queries in line with operating policies and procedures and local laws and regulation to maintain customer satisfaction levels.
Job Profile
• Supervise broad areas of corporate travel ensuring all schedules were met.
• Manage the reservation and ticketing desk providing excellent customer service.
• Handle in-plant facility of Construction Development Company LLC (CDC).
• Act as liaison between many corporates and their employees facilitating smooth communication.
• Ensure customer service of a very high level and expeditiously resolve customer issues.
• Establish good relations with corporate customers, build goodwill for the company, maintain and service several corporate accounts.
Achievement
• Consistently exceeded monthly sale quotas.
Job Profile
• Handled in-plant facility of reputed multi-nationals like Oracle, Accenture and Robert Bosch.
• Ensured adherence to established customer service parameters; resolved customer issues satisfactorily.
• Coordinated with all major domestic and international airlines, hotels and car vendors; maintained excellent business relations with them.
• Ensured that customer travel experience was a highly satisfactory one and all travel schedules were met.
• Made expeditious alternate travel arrangements in case complications arose in customer schedules and ensured that customers weren't put at a discomfort.
• Proficient in making complex itinerary and reissue.
Achievement
• Recipient of several performance awards & appreciation certificates.
Job Profile
• Worked in Stracon Back office Solution for Indian Airlines and handled all customer queries.
• Coordinated between the airline and passengers; updated customers regarding change in flight schedules.
• Monitored and updated inventory control records.
Advanced level diploma of Air Tariff and Ticketing from International Air Transport Association in 2006.
Three year bachelor degree program from Calicut University in Commerce with optional of Travel and Tourism.