Hemal Shah
Thane,
Summary
Insightful and dedicated Travel Specialist with exceptional customer service, time management and problem-solving abilities. Multilingual and extensively traveled with a focus on building long-lasting relationships to drive sales. Performance-focused professional with an articulate and collaborative nature. Seeking a new role in a dynamic agency environment with room for growth and career advancement. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
16
16
years of professional experience
Work History
Customer Experience Specialist
Omprime Technology
Remote
08.2022 - Current
- Collaborated closely with colleagues from different departments within the organization.
- Anticipated potential schedule conflicts and made alternate arrangements and reservations.
- Offered exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Sustained operational efficiencies, coordinating domestic/international customer travel accommodations while managing airfare, hotel bookings reservations.
- Provided training sessions for new staff members on how to use internal systems effectively.
- Handled travel arrangements for groups, couples, executives, and special needs clients.
- Handled customer complaints in a professional manner to ensure satisfaction with the service provided.
- Maintaining Positive NPS
- Researched availability of airfare and hotel rooms using reservation systems.
- Mitigated financial discrepancies, accurately collecting customer fees, managing refunds and providing accurate travel documentation.
Travel and Tourism Trainer
Franknn Aviation Services Pvt. Limited
Mumbai
10.2019 - 08.2022
- Curriculum Development: Designing training programs aligning with the latest trends in travel and tourism
- Instruction: Delivering engaging sessions in classrooms and online platforms, covering various aspects of travel
- Subject Matter Expertise: Maintaining deep knowledge of industry trends, destinations, hospitality, and regulations
- Industry Updates: Staying informed about tech, regulations, and customer preferences in travel and tourism
- Practical Training: Providing hands-on experiences to enhance trainees' skills, including simulated bookings
- Customer Service Training: Focusing on vital skills like communication crucial in the travel and tourism field
- Geographical Knowledge: Imparting information on destinations, cultures, attractions, and logistics
- Travel Technology: Familiarizing trainees with industry technologies, reservation systems, and online platforms
- Safety and Security Training: Educating on safety measures, emergency procedures, and industry regulations
- Soft Skills Development: Assisting trainees in developing essential skills like problem-solving and adaptability
- Assessment and Evaluation: Creating assessments to gauge understanding and proficiency in travel aspects
- Feedback and Coaching: Providing constructive feedback and coaching to help trainees excel
- Industry Networking: Facilitating opportunities for trainees to connect with professionals and attend events
- Liaison with Industry Partners: Collaborating with agencies, airlines, hotels for enhanced training
- Career Counseling: Guiding trainees on career paths, job placement, and further education.
Travel Coordinator
New Way Travels
Mumbai
12.2015 - 10.2019
- Continuous Improvement: Identified opportunities for process improvement in travel coordination
- Booking and Reservations: Making airline reservations, hotel bookings, and arranging ground transportation based on client or employee travel plans
- Coordination: Collaborating with departments and vendors to ensure seamless travel logistics alignment
- Documentation: Handling visas, passports, and required travel paperwork, ensuring compliance with entry requirements
- Expense Management: Monitoring travel budgets, seeking cost-effective solutions while maintaining quality service
- Communication: Serving as a point of contact for timely information and addressing traveler issues during the travel process
- Policy Adherence: Ensuring compliance with organizational travel policies, suggesting improvements when needed
- Emergency Support: Providing assistance in travel emergencies, such as flight cancellations or delays
- Vendor Relationships: Building and maintaining relationships with travel agencies, airlines, and hotels for favorable terms
- Record Keeping: Maintaining accurate records of travel arrangements, expenses, and relevant documentation
- Continuous Improvement: Identifying opportunities for process improvement in travel coordination.
Senior Travel Consultant
American Express Global Business Travel
Mumbai
06.2012 - 12.2015
- Client Consultation: Engaging with clients to understand their travel needs, preferences, and budget constraints
- Offering expert advice and tailored solutions based on individual requirements
- Itinerary Planning: Creating detailed travel itineraries that include transportation, accommodation, and activities, ensuring a seamless and enjoyable experience for clients
- Booking and Reservations: Making airline, hotel, car rental, and other travel-related reservations
- Ensuring accuracy, confirming availability, and securing the best possible rates
- Knowledge of Destinations: Possessing extensive knowledge of various travel destinations, including local attractions, cultural considerations, visa requirements, and safety information
- Up-to-Date Industry Knowledge: Staying informed about the latest travel trends, industry regulations, and changes in visa and entry requirements to provide clients with accurate and timely information
- Customer Service: Offering exceptional customer service by promptly addressing client inquiries, concerns, or issues before, during, and after their travels
- Budget Management: Advising clients on cost-effective travel options, negotiating with suppliers to secure competitive rates, and managing travel budgets efficiently
- Problem Resolution: Handling and resolving issues such as flight cancellations, delays, or changes in travel plans
- Providing alternative solutions and mitigating disruptions
- Technology Utilization: Proficiently using travel booking systems and technology to streamline processes, access real-time information, and stay organized
- Documentation and Compliance: Ensuring all travel documentation, including tickets, visas, and passports, is accurate and compliant with regulations
- Client Relationship Management: Building and maintaining strong relationships with clients to foster loyalty and repeat business
- Seeking feedback to continually improve service quality.
Senior Associate
Thomas Cook India Ltd
Mumbai
05.2011 - 05.2012
- Client Interaction: Interacting with clients to understand their travel needs, preferences, and budget constraints
- Building rapport and establishing a clear understanding of client expectations
- Destination Knowledge: Having a good understanding of various travel destinations, including local attractions, cultural nuances, visa requirements, and safety considerations
- Itinerary Planning: Creating customized travel itineraries based on client preferences, including transportation, accommodation, and activities
- Offering suggestions and recommendations to enhance the travel experience
- Booking and Reservations: Making reservations for flights, hotels, car rentals, cruises, and other travel-related services
- Ensuring accurate information, confirming availability, and securing the best possible rates
- Budget Management: Advising clients on cost-effective travel options, helping them stay within budget while providing value-added services
- Documentation: Assisting clients with necessary travel documentation, such as visas, passports, and travel insurance
- Ensuring compliance with all relevant regulations
- Problem Resolution: Addressing and resolving any issues or challenges that may arise during travel, such as flight delays, cancellations, or changes to travel plans
- Providing alternative solutions and support
- Customer Service: Providing excellent customer service by responding promptly to inquiries, offering solutions to problems, and ensuring a positive overall experience
- Crisis Management: Handling emergencies and unexpected situations during travel, providing guidance and support to clients to ensure their safety and well-being.
Senior Associate
Wipro Bpo
Mumbai
04.2008 - 05.2011
- Handling reservations and Ticketing for Singapore airlines
- Handling quality assurance and handling supervisor calls
- Engaging with Singapore airline head office related to customer issues and working on resolutions
- Assist customers in booking flights, including providing information on available routes, schedules, and fare options
- Address customer inquiries via phone, email, or online chat regarding reservations, flight details, seat availability, and other related queries
- Handle requests for changes to existing reservations, such as date or time modifications, seat changes, and upgrades
- Facilitate secure and accurate payment transactions for flight bookings, ensuring compliance with payment and billing policies
- Provide information on promotions, discounts, and special offers to encourage additional services or upgrades
- Handle situations such as flight cancellations, delays, or disruptions, providing customers with alternative solutions and support.
Associate
Renaissance Mumbai Hotel & Convention Centre
Mumbai
05.2009 - 09.2010
- Ensure precise guest reservations, collaborating with other hotel departments to meet specific guest needs
- Deliver exceptional service, promptly addressing inquiries and requests with anticipation of guest needs
- Provide assistance with travel arrangements, local recommendations, and bookings for activities, restaurants, and transportation
- Maintain a polished and inviting lobby, ensuring cleanliness and a visually appealing ambiance
- Professionally handle phone calls, emails, reservations, and inquiries through various channels
- Securely manage the distribution and collection of room keys, prioritizing security and confidentiality
- Efficiently handle guest payments, process credit card transactions, and maintain accurate billing records
- Effectively address and resolve guest issues, collaborating with other departments for guest satisfaction
- Coordinate with housekeeping, maintenance, and other departments for seamless guest experiences
- Promote hotel services and upgrades to enhance guest experiences and increase revenue
- Handle VIP guests and special requests with extra attention for personalized and memorable experiences
- Stay informed on hotel services, amenities, and local attractions, mentoring new staff in front office procedures
- Conduct efficient and courteous check-out procedures, settling outstanding bills for a positive farewell
- Communicate effectively during shift changes to update on ongoing tasks, guest requests, and important information.
Education
Salesforce Pathfinder Training Program -
Salesforce
01.2022
Instructional Design Foundations and Applications -
Coursera-University of Illinois Urbana-Champaign
01.2022
Bachelor of Arts - BA -
Chatrapati Sahuji Maharaj Kanpur University
01.2012
IATA/UFTAA FOUNDATION & EBT COURSE -
IATA TRAINING & DEVELOPMENT INSTITUTE
01.2011
CERTIFICATION IN LEARNING & DEVELOPMENT -
AIHR - ACADEMY TO INNOVATE HR
DIPLOMA IN RESERVATIONS & TICKETING -
Skills
- Exceptional Customer Service
- Complex Problem-Solving
- Creativity and Innovation
- International Reservations
- Travel Arrangements
- Executive Travel
- Geography Knowledge
- Reservations Management
- Client Relationship Building
- Itinerary Planning
- Regulations and Compliance
- High Volume Environments
- Mentoring and Training
- Time Management
Languages
English
First Language
Hindi
Intermediate (B1)
B1
Marathi
Elementary (A2)
A2
Gujarati
Intermediate (B1)
B1
Hobbies
- Amateur Astronomer & Astrophotography
- Social networking
- Research
Timeline
Customer Experience Specialist
Omprime Technology
08.2022 - Current
Travel and Tourism Trainer
Franknn Aviation Services Pvt. Limited
10.2019 - 08.2022
Travel Coordinator
New Way Travels
12.2015 - 10.2019
Senior Travel Consultant
American Express Global Business Travel
06.2012 - 12.2015
Senior Associate
Thomas Cook India Ltd
05.2011 - 05.2012
Associate
Renaissance Mumbai Hotel & Convention Centre
05.2009 - 09.2010
Senior Associate
Wipro Bpo
04.2008 - 05.2011
Salesforce Pathfinder Training Program -
Salesforce
Instructional Design Foundations and Applications -
Coursera-University of Illinois Urbana-Champaign
Bachelor of Arts - BA -
Chatrapati Sahuji Maharaj Kanpur University
IATA/UFTAA FOUNDATION & EBT COURSE -
IATA TRAINING & DEVELOPMENT INSTITUTE
CERTIFICATION IN LEARNING & DEVELOPMENT -
AIHR - ACADEMY TO INNOVATE HR
DIPLOMA IN RESERVATIONS & TICKETING -
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