Anand Sharma
Kanpur
Summary
Results-driven professional with extensive experience in air ticket booking and customer relations at Balmer Lawrie & Co. Ltd. Proven track record in process improvement and employee training, leading to enhanced operational efficiency. Expertise in GDS software and conflict resolution, consistently surpassing client expectations while maintaining regulatory compliance. Focused on strategic planning and risk management, fostering collaboration and achieving positive team outcomes.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Officer(Ticketing & Counter Executive)
Balmer Lawrie & Co. Ltd
LUCKNOW
12.2016 - Current
- Company Overview: Significant Clients: Indian Institute Of Management (Lucknow, Noida, Jammu), Indian Oil Corporation, SIDBI, Banaras Hindu University, CBI, NIA etc.
- Booking of air tickets vide internal s/w of Balmer Lawrie, GDS, SABER, AMEDUS,GALILEO
- Invoicing
- Handling the leads of LTC tickets for govt. employees.
- Customer Relations and resolving the queries and escalations.
- Handling the bookings records for MTD, YTD level.
- Responsible for collecting and recording deposits and final payments.
- Coordinated communication between departments to enhance operational efficiency.
- Implemented process improvements to streamline workflow and reduce delays.
- Trained new staff on procedures and best practices for operational tasks.
- Developed training materials to improve team knowledge and performance standards.
- Supported project planning by gathering requirements and coordinating resources effectively.
- Participated in regular meetings with upper management regarding progress updates on current initiatives.
- Implemented new technologies to enhance workplace productivity levels.
- Directed strategic planning and implementation of organizational goals.
- Enforced compliance with regulatory standards and company policies.
- Ensured the security and confidentiality of sensitive information.
- Monitored and reported on operational performance metrics.
- Responded promptly to customer inquiries or complaints in a polite manner.
- Maintained cleanliness and organization of the sales floor and displays.
- Collaborated with team members to ensure excellent customer service.
Domestic Counter Executive- Administration
Cawnpore’s A.A. Travel Wings Pvt. Ltd. (IATA Certified)
03.2013 - 11.2016
- Company Overview: Cawnpore’s A.A Travel Wings Pvt. Ltd. - Created to empower the Indian traveller with instant Booking and comprehensive choices. It aimed to offer a range of best-value products and services along with cutting-edge technology and dedicated round-the-clock customer support.
- Booking of air tickets in Galileo CRS software; Get My Trip (GMT)
- Ensure the ticket booking follow the correct date and format
- Validating the customer with new arrivals and schedules, providing information on new schemes.
- Customer Relationship Management includes complaints, queries, escalations, refunds, telephonic, walkins.
- Skilled in providing the booking information according to the customer’s wish.
- Maintaining the database for the monthly, quarterly, annually booking status.
- Maintaining the tracker reports for the customer’s payments and dues, responsible for collecting and recording deposits and final payments.
- Developed and maintained outstanding relationships with clients and exceeded their expectations for customer service while securing their travel arrangements
- Maintain regular communication with customer prior to departure to provide updated travel information including delayed departures and earlier flight availability
- Strong customer service skills and proficient in office duties
- Proficiency in computer skills like ms word, excel and internet etc.
Education
M.COM Final -
D.A.V. College
KANPUR01.2014
M.COM I -
D.A.V. College
01.2013
B.COM Final -
D.A.V. College
01.2012
B.COM II -
D.A.V. College
01.2011
B.COM I -
D.A.V. College
01.2010
12th -
H.A.L.Vidyalaya
Kanpur01.2009
10th -
H.A.L.Vidyalaya
Kanpur01.2007
Skills
- MS Office
- Having excellent exposure in working in Galileo
- Task Oriented—focused towards achieving the set target
- Leadership Quality and team management
- Good communication skills
- Keep improving along with the organizational environment
- Air ticket booking
- GDS software usage
- Data management
- Regulatory compliance
- Conflict resolution
- Employee training
- Process improvement
- Time management
- Attention to detail
- Problem solving
- Report writing
- Work coordination
- Emergency response coordination
- Emergency and non-emergency response
- Public speaking
- Risk management
Certification
A-LEVEL certification under NIELIT(DOEACC Society) from UPTEC COMPUTER CONSULTANCY, KANPUR (U.P)
Languages
Hindi: Can Speak, Read & Write., English: Can Speak, Read & Write
Hobbies and Interests
Collecting technical information about automobiles, Dancing, Playing Volleyball, and Cricket.
Languages
Hindi
First Language
English
Intermediate (B1)
B1
Personality Traits
- Confident and have genuine interest in customer satisfaction
- Confident and ability to handle difficult situations
- Friendly and helping personality
Timeline
Officer(Ticketing & Counter Executive)
Balmer Lawrie & Co. Ltd
12.2016 - Current
Domestic Counter Executive- Administration
Cawnpore’s A.A. Travel Wings Pvt. Ltd. (IATA Certified)
03.2013 - 11.2016
M.COM Final -
D.A.V. College
M.COM I -
D.A.V. College
B.COM Final -
D.A.V. College
B.COM II -
D.A.V. College
B.COM I -
D.A.V. College
12th -
H.A.L.Vidyalaya
10th -
H.A.L.Vidyalaya
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