Travel And Events Desk Officer/Executive Assistant
AHI Carrier
Total years of experience :14 years, 7 Months
•Proactively provide Secretarial support to the CEO, Ensure the diaries are managed and up to date
•Depending on the require adopt and act fast, ensure the needs are met
•Professionally organised Travel arrangements as per the requirementResearch on optimal travel alternatives. Identify most suitable as well as best quality service with reasonable possible rates
•Review travel associated invoices as well as statements for accuracy plus codes for Accounts Payable.
•Ensure to compare invoices with genuine travel transactions to validate every charge.
•Ensure Weekly, monthly KPI's submit to the Management, and have a track on individual's performance
•Make sure the Standards are met by doing Call audits and call coaching to the Staff.
•Organise business travel arrangements for companies.
•Pro actively provide information on destinations and have a data base on travel regulations.
•Liaising with tour operators and other key partners such as hotels and airlines regarding bookings and schedules; undertaking general administration
•Ensure and kept my self up to date with IT skills, Microsoft Office since information on holiday packages and bookings is usually accessed via a network.
•Fantastic knowledge of Gallelio, Sabre, Amdeus and in house DFO system
Up sell and cross sell on Dnata products
•Proactively, Provide technical support for customer who books on Dnata Travel website for successful dealing.
•Ensure the Customer's needs are met by listening and adapting to our clients and deal with complaints,
•Achieved goals and vision of department by Working as a team.
•Be aware of the level of expectation of the role I play in achieving the visions of our online customers
• Offer promotions and slash prices to bring in as many new customers
• Pass positive feedback about our website to ensure in their turn become repeat customers
• Up sell and cross sell on Dnata products
•Conserves executive's time by reading, researching, and routing correspondence; drafting letters and documents; collecting and analysing information; initiating telecommunications.
•Maintains executive's appointment schedule by planning and scheduling meetings, conferences, teleconferences, and travel.
•Represents the executive by attending meetings in the executive's absence; speaking for the executive.
Pro-actively Responding to customer enquiries and complaints
•Support the sales and Business development teams in creating and delivering their presentation
•Efficiently Provide solutions derive more benefits from customer interactions by delivering increased customer satisfaction and revenue.
•Effectively and efficiently follow up their respective customers on their orders.
•Liaise with sister companies in the U.K, Hong Kong, India, Turkey and USA
•Pro-actively Responding to customer enquiries and complaints
•Support the sales and Business development teams in creating and delivering their presentation
•Efficiently Provide solutions derive more benefits from customer interactions by delivering increased customer satisfaction and revenue.
•Effectively and efficiently follow up their respective customers on their orders.
•Liaise with sister companies in the U.K, Hong Kong, India, Turkey and USA
Sales Coordinator 1998-2000
K.G Group of companies, Colombo, Sri Lanka
AREAS OF EXPERTISE
Travel & Leisure
• Specialized in planning, conducting and offering trips to established and potential clients.
• Complete knowledge of ticketing, Leisure, Auxillary products.
• Maintaining good working relationships with colleagues and all other departments
• Excellent Telephone skills
• Resolve customer complaints regarding sales and service.
• Monitor customer preferences to determine focus of sales efforts.
• Direct, coordinate, and review activities in sales and service.
• Prepare business analysis reports, presentations and relevant marketing collaterals.
• Set and achieve goals in sales.
Customer Service and Team Leading
• Greet customers and ascertain what each customer wants or needs.
• Deal with multicultural clientele; resolve their complaints-queries through effective convincing. Maintain client relations and ensure customer satisfaction.
• Maintain record of existing & new customers for follow up and business promotions.
• Ensure customer is well attended with the quality of service.
• Maximize customer loyalty and retention by ensuring that customers receive constant care
• Call audits and giving feed back
• Help staff to improve their communication skills with effective voice tone
• Use appropriate product knowledge in every calls
• Monitor the Standard Quality level is maintained on each call
Ordinary Level Studies 1994 Holy family convent Colombo, Sri Lanka TRAININGS & COURSES Completed several trainings conducted by the Emirates Group such as Always Multiply Confidence, Retail Selling Skills, Unleash Your Potentials, effective Selling Skills and Infinity Customer Care. • Foundation of Team Leading. • Holiday Specialist work shop training. • Standard fares are ticketing • Customer service Excellence • Smart Telephone sales and customer service • Obtained a certificate in Practical English Course at Royal Institute Colombo