Kashmira Gopa
Mumbai
Summary
Dynamic Reservations & Customer Care Manager at Vintage Vibes Services Pvt Ltd, skilled in data analysis and customer service. Achieved significant improvements in customer satisfaction scores through strategic initiatives and effective team collaboration. Expert in budget management and contract negotiation, fostering strong vendor relationships to enhance operational efficiency.
Overview
10
10
years of professional experience
Work History
RESERVATIONS & CUSTOMER CARE MANAGER
VINTAGE VIBES SERVICES PVT LTD
Mumbai
08.2022 - 11.2024
- Developed strategies for improving customer service standards across the organization.
- Reviewed customer feedback surveys and identified opportunities for improving customer satisfaction scores.
- Ensured that all back office operations were in compliance with company regulations.
- Analyzed data from customer transactions to identify areas of improvement in processes and procedures.
- Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
- Supervised staff members in their day-to-day tasks such as recordkeeping, filing, data entry.
- Trained new employees on proper use of software applications used by the Back Office team.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Created and managed budgets for travel, training, and team-building activities.
- Strategized with central reservations department to determine new rate plans and organized promotions.
- Ensured compliance with government regulations related to hospitality industry booking practices.
- Reviewed existing contracts with travel agencies regularly to ensure terms are up-to-date.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Collaborated with other departments such as sales, marketing, finance, and operations on strategies to increase occupancy rates at the hotel.
- Sustained operational efficiencies, coordinating domestic/international customer travel accommodations while managing airfare, hotel bookings, and rental car reservations.
- Cultivated strong value-added relationships with customers daily by delivering accurate travel itinerary and knowledge to drive business development.
- Handled travel arrangements for groups, couples, executives, and special needs clients.
- Assisted in preparing detailed itineraries for business trips including all necessary documents.
- Conversed with customers to determine destination, mode of transportation and accommodations.
- Ensured that all travel expenses were accurately tracked and reported on a timely basis.
- Negotiated contracts with vendors to obtain the best rates for flights, hotels and car rentals.
- Developed and implemented travel policies for employees to ensure cost-effective use of company resources.
- Maintained relationships with external service providers such as airlines, hotels, car rental companies and other vendors.
Senior Operation Executive
UDHA TOURISM DUBAI DMC LLC
Mumbai
07.2017 - 01.2020
- Created itineraries for customers, including flight bookings, car rentals, and hotel reservations, to meet client specifications.
- Asked open-ended questions to best understand client needs and determine best travel offerings.
- Responded promptly to clients regarding visa, passport and security inquiries.
- Managed financial transactions related to travel bookings, including invoicing and payments.
- Built and maintained strong relationships with vendors and suppliers in the travel industry.
- Reserved hotel rooms for business travelers based on individual preferences, schedules, and budgets.
- Handled travel arrangements for groups, couples, executives, and special needs clients.
- Computed costs of travel and accommodations quote the package tour's costs.
- Analyzed airline rules, regulations and tariffs and discussed international fare construction and visa and passport requirements with clients.
- Managed customer complaints effectively according to established procedures.
- Provided support during pre-trip preparations such as visa applications.
- Participated in trade shows such as OTM , SATTE, TTF and networking events to promote company services.
- Managed travel documentation, ensuring all necessary passports and visas were obtained in a timely manner.
- Collaborated with airlines, hotels and other vendors to ensure best rates for customers' trips.
- Established base of loyal clientele due to excellent listening and research skills and keen understanding of travel budgets.
Passenger Service Agent
CELEBI NAS AIRPORT SERVICES INDIA PVT LTD
Mumbai
02.2015 - 06.2017
- Dedicated staff for Lufthansa German Airlines and Thai Airways International.
- Performed on a computerized system to handle ticketing and check-ins.
- Profiling of the passenger's and visa documents check.
- Updating the pre-flight brief sheet.
- Performing efficiently in obtaining arrival and departure clearance from the immigration and customs desk.
- Arrival and departure crew clearance.
- Arrival flight works, such as property irregularity reports, damaged baggage reports, updating, and closing AHL.
- Performing various duties at the boarding gates, such as preparing reports detailing daily activities, including the number of boarded passengers.
- Carried and operated radio or pager to communicate with airport personnel.
- Coached staff on strategies to enhance performance and improve customer relations.
- Provided clients with assistance in preparing required travel documents and forms.
- Performed pre-flight inspections on aircrafts prior to departure.
- Worked with personnel in gate area by verifying passenger documents before boarding aircraft.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Assisted customers with reservations, cancellations, and rebooking flights as needed.
- Communicated effectively with other departments including maintenance staff, cargo handlers.
- Handling of the AOG flights, delayed flights, and cancelled flights.
Education
DIPLOMA IN AIRPORT GROUND HANDELLING & TRAVEL AND TOURISM MANAGEMENT - AIRPORT GROUND HANDELLING, TRAVEL FORMALITIES, GRO
INSPIRE ACADEM
Mumbai 01-2016
High School Diploma -
ST. JOHN THE BAPTIST HIGH SCHOOL & JR COLLAGE Than
Mumbai 03-2011
S.S.C -
Saraswati Secondary School
Thane03-2009
Skills
- Customer service
- Data analysis
- Regulatory compliance
- Budget management
- Contract negotiation
- Staff training
- Travel coordination
- Team collaboration
Timeline
RESERVATIONS & CUSTOMER CARE MANAGER
VINTAGE VIBES SERVICES PVT LTD
08.2022 - 11.2024
Senior Operation Executive
UDHA TOURISM DUBAI DMC LLC
07.2017 - 01.2020
Passenger Service Agent
CELEBI NAS AIRPORT SERVICES INDIA PVT LTD
02.2015 - 06.2017
DIPLOMA IN AIRPORT GROUND HANDELLING & TRAVEL AND TOURISM MANAGEMENT - AIRPORT GROUND HANDELLING, TRAVEL FORMALITIES, GRO
INSPIRE ACADEM
High School Diploma -
ST. JOHN THE BAPTIST HIGH SCHOOL & JR COLLAGE Than
S.S.C -
Saraswati Secondary School