Travel Consultant
Emirates Holidays
Total years of experience :18 years, 7 Months
Job Profile:
•Worked with Guest Experience Centre to provide award winning service on holiday for our customers over the phone, via SMS & WhatsApp and through our new App Chat functionality.
•Work with our airlines Network Control and Reservation Services team, Destination Management Companies and hotels around the world. Monitor the network and ensure Emirates Holidays customers are proactively supported and looked after.
•Quoting the correct fares and rules of carriage and taking care of issuance / re-issuance of tickets as per requirements.
•Making changes to existing reservations as per requirement of Guests.
•Processing refunds in case of cancelation and service failure.
•Play an instrumental role within our Crisis incident team, in the event of Force Majeure, crisis or cancellation situations during the holiday experience.
•Escalation of issues to the higher level for cases which require immediate attention.
new reservations and changes to existing reservations for Guests.
•Advising the guests to take part in loyalty programmes in order to retain Guests.
•Quoting the correct fares and rules of carriage and taking care of issuance / re-issuance of tickets as per requirements.
•Processing any refunds in case of cancellation.
•Dealing with queries and complaints with regards to flight delays, schedule changes, baggage claims and everything related to airline operations.
•As part of Premium team assisting all premium guests with queries related to their bookings or their Loyalty Guest account.
new reservations and changes to existing reservations for Guests.
•Advising the guests to take part in loyalty programmes inorder to retain Guests.
•Quoting the correct fares and rules of carriage and taking care of issuance / re-issuance of tickets as per requirements.
•Processing any refunds incase of cancellation.
•Dealing with queries and complaints with regards to flight delays, schedule changes, baggage claims and everything related to airline operations.
Pre and Post Renewals:
•Pulling of the renewal list from Acturis, creation of trackers and chasing the Insurers so that renewal terms are received on time.
•Checking policies based on expiry docs and Acturis system.
•Liaising with the Client Service Executives in UK in case of any queries with regards to renewal terms received.
•Updating Acturis and then preparing and sending the Renewal Report to the Client along with the renewal invite.
•Invoicing of the account in case the Client renews and also getting cover bound confirmation from the Insures and informing the Client about it.
•Chasing Insurers for rectified policies on regular intervals.
•Creation of Policy documents using Acturis application.
•Managing the common inbox and also tasking urgent activities to Account Handler.
•Handling the team in the absence of line manager.
•Conducting training for new recruits and also maintaining a comprehensive training plan accordingly.
•Conducting audits within the team and also for the UK counterparts.
•Being part of the conference calls held with UK counterparts to improve the process.
•Conducting team meetings and process update sessions so that the entire team is aware about business requirements.
•Taking initiative in giving resolution on the queries raised by people on floor with the help of Acturis experts (irrespective of any process).
•Proactively resolving any process related queries faced by the team members.
•Developing new processes and policies to be followed and timely creation of Training Manuals so that all are on the same page.
•Updating the SOP's and Process Maps as and when there are any changes to the process.
•Bringing about improvement in the existing working of the process which results in achievement of cost optimization and productivity maximization.
•Preparing and maintaining the risk registers for the team and keeping a track of new risks involved on as and when basis.
•Carrying out investigations if any breach has occurred within the process and making sure proper process is adhered by everyone.
•Providing monthly report to the Manager with regards to Desk Utilization Report, Exception Report, Efficiency Report, Audit Report, Quality Report, and TAT Report.
Claims:
•Handling motor insurance and property insurance claims for our Client.
•Pursuing the Third Party, their Insurer’s and Solicitor's for the settlement of our Client’s claim.
•Finding out the best way for recovery of claims and then implementing the same in the team.
•Given the added responsibility of working for a project known as SOFR (Shaping Our Future Retail- Transition from Legacy system RBS, Eclipse to New System Acturis).
•Working as a Coordinator between the UK counterparts and the team in Mumbai for smooth transition of SOFR project.
•Maintaining smooth flow of work by taking care of Task and Work allocation within the team.
•Reporting the matters of the SOFR project directly to the UK counterparts with regards to completion and any discrepancies at work.
with prepayment billing inquiries of the clients whilst billing and invoicing of the customer’s account up to date.
•Assisting the Team Leader in handling the team.
•Correction of any fault taken place while migration of customers account from Legacy system to SAP(current billing system)
•Worked as a SME (Subject Matter Expert) and also provided valuable process support to the floor.
•Meeting the Client’s for providing steps towards process improvements and also briefing them about the ongoing pattern of work in Mumbai.
into the administrative & accounts work of various firms under one roof.
•Preparing & Filing of tax returns of clients.
•Conducting meeting with the clients in relation to their investments, accounting and taxing formalities.
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