Aadil Dhanani
Mumbai
Summary
I am an enthusiastic, self-motivated, reliable, responsible and hard working person. I am a mature team worker and adaptable to all challenging situations. I am able to work well both in a team environment as well as using own initiative. I am able to work well under pressure and adhere to strict deadlines.
Overview
18
18
years of professional experience
Work History
Senior Travel Consultant
Max Travels
4 2023 - Current
- Providing customer support for clients; prepared travel itinerary for clients
- Provided relevant information, brochures, and publications (guides, local customs, maps, regulations, events, etc.) to travelers; booked transportation, make hotel reservations, and collect payment/fees
- Acted as liaison between airline companies and customer
- Cooperated with clients to determine their needs and advise them of appropriate destinations, modes of transportation, travel dates, costs, and accommodations
- Dealt with occurring travel problems, complaints, or refunds
- Maintained statistical and financial records; met profit and sales targets
- Reservation system: Amadeus
- Also worked on different online portal to provide best rate to clients.
Customer Service and Reservation Staff
Emirates Airlines
08.2019 - 03.2023
- Quote international lower fares and generate sales
- Handle end to end booking and payment process for first and Business class passengers
- Follow ups on chauffer services for first class and business class passengers, confirmation of bookings and other ancillary services
- Handle frequent flier accounts and related queries
- Assist guest for special assistance to board or depart conveyance
- Create International Reservations on time limit
- Issuance of tickets through IVR credit card payment
- Knowledge of international fares, fare routings and fare rules
- Handle baggage transfer, check in and airport queries
- Extension of time limits, meals, contact numbers and passport details for international travel agency reservation
- Assist guest in amendments, reissuance, validity extension, name change
- Assist travel agents in fares and seat inventory
- Providing flight schedule, currency conversion, weather, and political situation of the destination countries
- Resolving refund and cancellation issues of guests and travel agents
- Process refunds for partially utilized and unutilized tickets
- Re-accommodation in case of schedule change and delays
- Sending notification about the status of reservations
- Reservation system: World-Span.
Revenue Management - Pricing Executive
Jet Airways
10.2018 - 03.2019
- Develop and monitor pricing structures which support the start-up of new routes
- Review Pricing Strategies by Point of sale and ensure that these support network revenue and route profitability targets
- Prioritize sales areas based on corporate objectives and the incremental revenue / cost of sale benefits to Jet Airways
- Ensure that pricing output is both timely and accurate, of the necessary high quality and is sensitive to and supportive of market conditions
- Develop Pricing activity to support the corporate guidelines and objectives
- Monitor the performance of stations regularly
- Perform comprehensive analysis of all online fare proposals received from various Area
- Analyze the usage of various fare products and optimize various fare product to be offered in the market.
Reservation & Ticketing Officer
Emirates Airlines
10.2013 - 10.2018
- Quote international lower fares and generate sales
- Handle end to end booking and payment process for first and Business class passengers
- Follow ups on chauffer services for first class and business class passengers, confirmation of bookings and other ancillary services
- Handle frequent flier accounts and related queries
- Assist guest for special assistance to board or depart conveyance
- Create International Reservations on time limit
- Issuance of tickets through IVR credit card payment
- Knowledge of international fares, fare routings and fare rules
- Handle baggage transfer, check in and airport queries
- Extension of time limits, meals, contact numbers and passport details for international travel agency reservation
- Assist guest in amendments, reissuance, validity extension, name change
- Assist travel agents in fares and seat inventory
- Providing flight schedule, currency conversion, weather, and political situation of the destination countries
- Resolving refund and cancellation issues of guests and travel agents
- Process refunds for partially utilized and unutilized tickets
- Mentoring newcomers with overall process and procedure
- Re-accommodation in case of schedule change and delays
- Sending notification about the status of reservations
- Reservation system: World-Span.
Travel Consultant & Quality Analyst
Cleartrip travel services
04.2009 - 04.2013
- Handle inbound calls for international and domestic flight queries
- Make international and domestic flights reservations
- Handle passport and visa queries
- Worked on Abacus, Galileo, Amadeus
- Taking escalation calls as floor supervisor
- Monitor, review and score a pre-determined number of calls/emails/chat transcripts on daily basis
- Conducting Feedback sessions on daily basis to improve quality scores
- Conducting mock calls for betterment of quality on calls and to test product knowledge
- Generating and comparing individual monthly reports to conduct refresher trainings and manual
- Keeping a track of team overall performance
- Conducting sessions for soft skills to meet guest's satisfaction level
- Ensure that the targets regarding the overall quality and Customer Satisfaction(C-SAT) levels are exceeded
- Actively participating in recruitment of new staff
- Resolving process related issues
- Track records of delivering results before deadlines.
Customer Service Agent
TCES Pvt Ltd (Jet Airways: Contact center)
05.2006 - 05.2007
- Action Delays, Schedule Change, Combination & Cancelled Flights
- Inform confirm seat numbers in case of flight configuration change
- Action Queues for Confirmation of Passengers Keep a Check for duplicate & Dual Booking action International & Domestic Queues
- Deal with International Guests for Additional Service i.e., only for premiere & First-Class guests provided by Jet Airways i.e., Chauffer service, Concierge service & Flight Firming
- Updating Time Limits, meals, contact numbers and passport details for international travel agency reservation
- Worked as shift in charge for Outbound department
- Check delay messages sent by RM support and Operations & Take Appropriate action
- Manually accommodating guest in case Of Cancelled Flights
- Reservation System - Sabre.
Education
Skills
Communication
Problem solving
Adaptability
Interpersonal communication
Creativity
Customer service
Personal Information
- Passport Number: G3881924
- Date of Birth: 11/22/87
Languages
English
Hindi
Marathi
Disclaimer
I declare that all the details furnished by me are genuine and true.
Timeline
Customer Service and Reservation Staff
Emirates Airlines
08.2019 - 03.2023
Revenue Management - Pricing Executive
Jet Airways
10.2018 - 03.2019
Reservation & Ticketing Officer
Emirates Airlines
10.2013 - 10.2018
Travel Consultant & Quality Analyst
Cleartrip travel services
04.2009 - 04.2013
Customer Service Agent
TCES Pvt Ltd (Jet Airways: Contact center)
05.2006 - 05.2007
Senior Travel Consultant
Max Travels
4 2023 - Current
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