Partner Service Specialist
Booking.com
Total years of experience :14 years, 5 Months
exceptional partner experience & understanding the Booking.com brand management.
• Managed Accommodation Partners queries via phone and email; by utilizing the internal intranet (Extranet) providing immediate backend support.
• Assisting Accommodation Partners on open/bookable status, rates & availability, rates & managing from low to high multifaceted inquiries and questions from the partners.
• Advising Accommodation Partners on promotions, deals, and various sales tactics to optimize sales, generate traffic flow toward parties’ profiles, and understand trending.
• Elevating sales strategy by guiding Accommodation Partners on the Analytic tabs for sales projection, analysing trends and patterns of guests.
• Providing assistance and support to Accommodation Partners that are new to Extranet, coaching and guiding them while ensuring they are ready to open/bookable with the highest potential.
• Able to tap on market events and happenings to ensure maximum occupancy is achieved
• Giving precise, accurate, and finished data by applying the correct devices, techniques, and
procedures.
• Able to reach out to relevant stakeholders and associates for assistance in Content,
Finance, and Outbound and explain to Accommodation Partners based on relevant
guidelines & SOPs
• Coached and mentored 2 new hires within 6 months into the roles.
• Consistently achieving KPIs and asking objective questions to ease workflow and try
various methods to improve and meet individual targets
• Highly adaptable to changes and ability to make critical decisions in assisting partners; prior sz
to escalation.
Handled the premium clients & sent appropriate 4 to 5 proposals every week.
Arranged meetings between the two parties & worked on the marriage alignments.
Received New application for student queries through Triage. Upon Request received at Triage - One chosen among four decisions.
The four decisions included Converting to a new application, Redirecting, Linking to an existing case, or cancelling.
The new application were booked in booking and the case were forwarded to the Assessment team for further Investigation. Followed up with the students for the missing Documents. Handled queries from students in queries.
Handled the Emails from the VIP agents giving quick solutions.
Handled queries from internal departments like Student Enrolments, advisors and Partner sales.
Interacted frequently with country representatives to get timely data for corporate data requirements and Co-ordinated with data analysis applications.
Escalated the issue with In Country representatives in case of delay of receiving data.
Analysed the data received about BT’s inventory from different countries inorder to prepare mapping and transformations assisting BT in raising its revenue and identifying gaps in profits.
Converted the raw data into STARS Format received from various countries.
Analyzed the data to prepare mapping and transformations. Created & uploaded files in excel from PDF and vice versa. Validated the data which is being transformed by team members as a part of the review.
Responsibility: Handling the I Care -
Maintained the TAT compliance of all the Processes.
MIS Reports: Prepared regular reports and MIS of the activities on Daily / Weekly / Monthly requests and complaints closed in each department.
Analyzed reports and provided feedback to various departments for corrective actions to ensure 98% closure of requests and complaints within turnaround time.
Controlled various access rights given for report generation for different levels from Executive to Senior Management. Designed process improvement modules for various processes as per the requirement to achieve 98% closure within TAT.
Hindi English
Responsibility: Handling SMS 12345
Successfully handled the team of executives attending to customer queries through SMS.
Offered one-time resolution to the customers for their queries through SMS.
Responsibility: Handled the Provisioning, Email, and Refund Process
Activated the services like Rate Plans, packages, GPRS, MMS and other Value added services for the customers. Handled the Refund Process.
Offered online resolution to the customers through email, Faxes and letters.
Value-added service activation.
Resolved the customer complaints received through CORE, DOT & TRAI cases.
Trained the DSA’s for various software
Completed Master of Arts in English