Implant Head
carlson wagonlit travel
مجموع سنوات الخبرة :17 years, 1 أشهر
Key Responsibilities:
• Make the most suitable travel itineraries in response to clients needs providing alternatives where suitable
• Quality control each booking made to ensure compliance with ‘a perfect PNR’
• Initiate process improvements by identifying service delivery gaps and Offering solutions for the same.
• Ensure optimum customer service through effective use of the CRS, positive telephone/ email service techniques, act on special client requests and maintain excellent client relations.
• Encourage all the travelers to use the travel policies designed by the Corporate and maintain traveler profiles in portrait as per the agreement.
• Ensure that Team is following all the client processes, travel policies and maintaining trackers for the clients.
• Capturing MI fields in all the bookings and ensure 100 % Compliance .
• Ensure complete usage of Airlines Corporate deals by Implant / Team .
• Negotiations on Hotels and Airlines RFP's / corporate agreement for CSM accounts.
• Hotel Bookings- 100% Data capture & Hotel rates availability.
• Promote priority and preferred carriers and hotels and cross selling.
• Ensure to control/ recovery on ADM's.
• Regular meetings with the customer / travelers and take the feedback about the performance of the team or improvement required.
• Prompt resolution of escalations and issues and ensure interactions logged in Resolve and closed within SLA.
• Make the most suitable travel itineraries in response to clients needs providing alternatives where suitable
• Ensure that each booking is the most suitable for the clients’ needs and read back the booking to gain client agreement
• Quality control each booking made to ensure compliance with ‘a perfect PNR’
• Ensure optimum customer service through effective use of the CRS, positive telephone/ email service techniques, act on special client requests and maintain excellent client relations.
• Responsible for IDC Ticketing and Refunds team, which includes Traditional, Interactive & Groups demonstrating problem-solving skills, identifying solutions to barriers/issues for effective service creating win-win situations for passengers and CWT alike.
• Assist with and identify process changes to increase efficiency, present service solutions.
• Responsible for day to day functioning/administrative work, Floor Management.
• Initiate process improvements by identifying service delivery gaps and Offering solutions for the same.
• Build and maintain strong relationships at all levels within client organization
• Resolve escalated customer service issues and ensure service shortfall procedures are received, interpreted and presented to clients and reviewed with customer service team.
• Conduct client satisfaction surveys, analyze results and give feedback to client and customer service teams.
• Maintain accurate database of client contacts, including secretaries and travel bookers, Contract Managers and Senior Managers
• Develop, manage and deliver all client reporting requirements, including Interact MI, financial, service levels and customer service delivery
• Benchmark client’s supplier arrangements against industry and other client specific best in class levels. Negotiate, recommend and implement new deals in conjunction with Hotel and Airline Product Managers. Customer Service Teams, IT and Finance departments
MTA-Master of Tourism Administration. (2005-2007), 1st class with distinction (Christ College Bangalore.) PGDBA (Marketing). Pursuing. Symbiosis Centre for Distance Learning (Symbiosis Pune), B.Sc (Botany, Zoology, Chemistry). 2002-2004 (2nd Division). S.P College Srinagar (Kashmir University), Completed my internship in Indian (Indian airlines) at Bangalore airport from1st June to 31st July 2006. Research Topic:” Passenger handling and customer care” Done a research project on “Holiday Habits of Bangaloreans” during MTA.