Client Service Executive
Illusions Online Arabia
Total years of experience :8 years, 4 Months
• Dealing with issue and tickets raised by DMC Clients regarding the IOL booking system.
• Conducting test projects and replication of errors to provide the appropriate resolution.
• Discussing various improvements and implementations to further enhance the system.
• Providing the Clients with Training and knowledge base towards understanding new developments.
• Project Management - IOL XML Web Services Integration and Development.
- Implementing new processes / procedures to streamline the project and minimize any time gap during the integration and development.
- Developing additional business by discussing options with the Destinations Management companies under the illusions network.
- Managing all Client communication related to the project.
- Investigating, resolving and communicating any errors / issues / concerns raised by the Clients.
- Coordinating between various internal and external departments to help reduce the overall project time-frame.
• Inbound Order calls and up-selling of products and services available on www.scottsofstow.co.uk
• Handling Customer enquiries for amendment of orders, part replacement, lost in transit, order tracking and refunds.
• Handing customer complaints for lost, damaged, defective and delayed deliveries.
Appreciation email received from customer for outstanding service provided.
• Managing a team of 14 members and dealing with all the day to day issues associated.
• Client Account Management via emails, phone calls, and video conferencing.
• Constructive and Innovative improvements made to workflow system and reports.
• Managing daily reports of issues encountered in loading of Contracts, making amendments to contracts, Special Offers and updating Stop Sales.
• Maintaining high Quality standards as mentioned in the SLA for loading of Contracts consistently.
• Discussing future business prospects with the clients and highlighting the benefits available.
• Conducting short training sessions with the team from process and quality improvement.
• Managing an overall team of 40 agents for 3 different internal departments (Flights only, Air India, Online Sales)
• Attending to escalation calls and monitoring the overall call quality.
• Training new hire in GDS (Galileo / Worldspan / Farelogix / BA Lime)and soft skill selling of flights / holiday packages.
• Discussing various booking deals and offers available with travel agents and airline representatives.
• Keeping a check on the CMS call monitor for Call / Time management and preparing the daily roster for the team breaks / leaves / attendance.
• Maintaining reports pertaining to team AHT, ACD, ACW and OCR as required by the Clients and as stated in the SLA / KPI.
• Maintaining C-SAT / D-SAT reports and addressing any escalations faced with the clients and team, in relation to these reports.
• Cold calling travel agents to promote new business and increase existing sale of tickets by offering better booking prices and competing with other travel consolidators.
• Conducting and supervising team meetings, motivating and assisting agents directly or indirectly in achieving their monthly targets.
• Managing the online department which includes processing of reservations, payment verification and authorization of all bookings made on www.travelpack.com
• Making Cold Calls / Telesales to clients in the US for mobile contracts phones and collecting required information to process the sale.
• Taking escalation calls to assist the team members if required during the sales call.
• Monitoring outbound calls and providing agents with feedback to improve performance. Conducting training for agents in Telephonic Etiquettes and Selling Skills.
• Conducting research into various sectors to help in lead generation so as to improve chances of approved sales based on credit scores.
• Handling Calls regarding amendments to Flight itineraries and date changes.
• Achieving monthly targets with regard to Call requirements.
• Adhering to call quality standards.
• Keeping a check on the Team Call Monitor to assist in controlling of call dropping and call waiting times.
Best Call of the Month - May 2006.
✓ Completed HSSC in March 2001, from St.Xaviers College Mapusa.
✓ Completed SSC in March 1999, from Don Bosco High School Matunga, Mumbai.
