Sachin Pathania
Gurgaon
Summary
Dynamic and detail-oriented Operations Executive at TBO Holidays with expertise in operational support and customer relationship management. Proven ability to resolve complex booking issues and enhance customer satisfaction through effective communication, multitasking, and problem-solving. Adept at maintaining patience and composure in high-pressure environments to deliver seamless service.
Overview
5
5
years of professional experience
Work History
Senior operation executive
TBO Holidays
08.2021 - Current
- Handled modifications, cancellations, and special requests with a focus on customer satisfaction
- Maintained excellent customer relationships by efficiently solving queries, complaints and issues
- Trained new Member Service Associates, sharing best practices for delivering top-notch customer support.
- Resolved failed reservations by cancelling unsuccessful bookings and verifying details directly with suppliers, hotels, the tech team, and Tech Support API team
- Initiated refund requests to hotels or suppliers if agents did not accept bookings within the required timeframe
- Coordinated with hotels and suppliers to resolve refund disputes, and escalated unresolved cases to the tech team for loss approval
Operation Executive
Travel boutique online
08.2019 - 09.2020
- Conducted follow-up calls and emails to confirm bookings and provide pre-arrival information
- Managed hotel bookings, ensuring accurate reservation confirmations and communicating special requests to hotels
- Communicated special guest requests to hotels, such as bed preferences, late check-ins, and late check-out arrangements, ensuring a seamless and personalized guest experience.
- Checked incoming emails and dispatched them to the respective teams for prompt resolution and streamlined communication.
Intern
Cox & Kings Travel Agency
01.2017 - 05.2017
- Assisted with travel planning, itinerary preparation, and client coordination
- Gained experience in customer service, booking processes, and handling inquiries
- Collaborated with senior travel consultants to ensure seamless travel experiences for clients
Education
12TH - commerce
HP Board
Dharamsala, HP10TH -
HP Board
Dharamsala, HPGDS COURSE -
GALILEO THE TOURISM SCHOOL
Bachelor of Science - ATHM (Airline Tourism Hospitality Management)
Chandigarh University
Chandigarh, CH01.2018
Skills
- Healthy attitudes towards work
- Operational support
- Customer relationship building
- Galileo GDS
- Customer relationship management tools
- Multitasking efficiency
- Patience and composure
- Global tourist attraction knowledge
- CRM software use
- Problem-solving abilities
- Adaptability and flexibility
- Staff training/development
Languages
Hindi
English
Disclaimer
I hereby declare that the information provided above is true and correct to the best of my knowledge.
Hobbies and Interests
Sports & Fitness: Staying active through yoga and badminton, promoting discipline, focus, and physical well-being.
Timeline
Senior operation executive
TBO Holidays
08.2021 - Current
Operation Executive
Travel boutique online
08.2019 - 09.2020
Intern
Cox & Kings Travel Agency
01.2017 - 05.2017
GDS COURSE -
GALILEO THE TOURISM SCHOOL
12TH - commerce
HP Board
10TH -
HP Board
Bachelor of Science - ATHM (Airline Tourism Hospitality Management)
Chandigarh University
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