CHETNA WARVADKAR

· List of tools/applications used in the role: Qlik Sense, Genesys, Salesforce, Command Center, JIRA, SNOW & Workday

· Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.

· Accountable for quality assurance and technical coaching to 1st-level specialists.

· Supported high visibility projects, critical issues and ensured reported issues are dealt efficiently.

· Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.

· Delivered mentoring sessions and product-specific training to increase product knowledge and customer service skills.

· Conducted regular reviews of operations and identified areas for improvement.

· Supervised high-impact incidents and guide the team

· Strategically monitored team’s performance on resolution, backlog KPI’s and took necessary actions for improvement.

· Closely interacted with Incident Managers during the troubleshooting and follow-up of critical issues affecting one or multiple customers

· Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients

· Monitored workflow to improve employee time management and increase productivity.

· List of tools/applications used in the role:

Sabre Host, Jira, Kibana Tool, Sabre Dev Studio, Postman, Sabre Interact, Sabre Digital Workspace and Community Portal

· Provided first-level triage and diagnostics

· Proficient in handling and understanding Reservations, Airport Check-in, Ticketing & E-commerce segments in air travel.

· Responsible for the analysis, replication, and resolution of simple to high-complexity problems

· Resolved all possible customer issues to avoid unnecessary 2nd & 3rd level escalation

· Acting as a liaison between different internal teams ensuring a prompt resolution while working in a high-speed multitasking environment.

· Ensured urgent customer issues are addressed in timely manner and escalate if needed.

· Provide technical coaching to team members.

· Works well in strategic problem-solving and customer management role

· Advanced expertise in XML, SOAP, REST, or HTML technical languages.

· Advanced expertise using Sabre APIs and PSS

· Collaborate with the development of new team members by being a mentor and assisting in the OJT process.

· Part of the Community Portal Audit team to identify repetitive issues for arranging coaching and educate the customer with correct process requests at their end.

· Worked as POC for Salesforce and assisted the team in escalating Salesforce-related issues/ enhancement requests

• Planning travel itineraries for Atlas Air crew members as per schedule updated by scheduling team.
• Making air, hotel, and car reservations for crew members as per shared guidelines and updating the same in crew management system.
• Handled schedule changes occurred due to weather changes and technical issues.

• Worked for Lufthansa Airlines Passenger Revenue Accounting
• Auditing reissued & refunded tickets issued by travel agents and own office of Lufthansa
• Raising accurate Agency Debit memos
• Allocating daily targets to other associates of the teams in order to complete the monthly volume
• Solving queries of the other associates of the team
• Performing daily quality checks for the tickets processed by team members
• Charge back credit cards for any refunds of dispute
• Training new staff joined on the floor.

• Answering the queries of Abacus users effectively and in quick time helps travel agents to use the system efficiently
• Assisting TA agent to make urgent travel reservations for air and hotel which fall under company policy
• Solving fares-related issues with the help of a local Airline reservation office
• Providing guidance about processing refunds and reissues
• Also providing training to new colleagues and shadowing on the floor.

• Responsibilities include creating PNR, issuing tickets, reissuing, and applying for refunds
• Ability to use Galileo & Amadeus GDS for booking air
• Advising clients on airline and hotel rules, regulations, and cancellation policies
• Processing domestic packages as required
• Updating on all aspects of domestic travel including regular attendance at product launches, and fare updates.

• Working at travel desk gave me an opportunity to start my career in travel and tourism industry
• Duties include arranging hotel, car, and train reservations for the company employees travelling onsite
• Duties also include allocating the expenses to the concerned employee's wallet and arranging the receipts as requested by the employee
• Preparation of tracker for all travels happening
• Replying to queries of employees via e-mail or telephone.

• Had an opportunity to work with Europe's largest hotel with 1054 rooms which gave me the experience of interacting with different types of guests arriving from all over the world
• Duties include check-in, check-outs, handling cash, card and traveller's cheque transactions, also dealing with foreign exchange
• Solving guest queries at the front desk and over the phone
• Taking care of walk-in reservations and VIP guests arriving at the hotel
• By working at the group's desk I was able to interact with the airline crew and small leisure groups arriving at the hotel.