MANSI JAVKAR
Customer Service
Mumbai
Summary
- 1.5 years of experience as a Relationship Manager in Bank The ability to deliver focused service to customers in order to help them achieve their financial goals, including account management and general customer service as well as recommending products and services.
- An Airline Customer Service Agent with 3+ years of experience specializing in communication, client relations, operational support, and process improvement. Adept at interfacing with a diverse range of passengers to identify solutions and ensure customer satisfaction.
- Detail-oriented travel agent with 2 years of experience. Skilled in using a variety of booking systems to create travel packages tailored to client requirements.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
10
10
Certifications
3
3
Languages
Work History
ERM (E-Relationship Manager)
ICICI BANK
03.2023 - Current
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Networked to increase client base and encourage existing clients to expand financial portfolios.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
- Followed up with customers to gather feedback and provide additional assistance.
- Cross-sold bank products and services to meet customer needs and provide options.
Operations Executive
Hashtag Tourism, Dubai DMC
07.2018 - 12.2019
- Knowledge of preparing itineraries, hotel booking & costing
- Handling B2B operations of DMC
- Responding to inquiries/queries (calls, emails, etc.) from corporate and local/walk in clients
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation
- Arranged travel accommodations for groups, couples, executives, and special needs clients
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Increased company profits through performance optimization strategies and efficiency improvements
Travel Consultant
UHM Vacation PVT LTD
05.2017 - 08.2018
- Knowledge of preparing itineraries, hotel booking & costing
- Handling B2B operations of Travel Agency
- Knowledge of online hotel reservation system like DOTW, Travco, GTA etc
- Responding to inquiries/queries (calls, emails, etc.) from corporate and local/walk in clients
- Arranged travel accommodations for groups, couples, executives and special needs clients
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings
- Collaborated with colleagues to create and promote special travel packages
- Followed up with customers to increase customer service with travel plans
- Advised customers on necessary travel documents and visa requirements to successfully reach planned destination
- Helped customers with passport and visa applications
Passenger Service Agent
CELEBI NAS AIRPORT SERVICES INDIA PVT LTD
09.2013 - 11.2016
- Worked as Ground Staff for Lufthansa, Singapore , Egypt & Etihad Airlines
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries
- Escorted handicapped passengers from terminal to aircraft
- Announced flight status updates and information about gate changes over PA system
- Prepared customer invoices, accepted payments and processed refund and cancellation requests
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings
- Tagged baggage and routed to appropriate location for loading and screening.
Education
B.Com - Business Management
Idol University of Mumbai
Mumbai, MH 06.2016 - 05.2017
GED -
Sathaye College
Mumbai 06.2010 - 05.2011
High School Diploma -
Canossa Convent High School
Mumbai 06.2008 - 05.2009
Skills
- Account Management
- Direct Sales
- Teamwork and Collaboration
- Relationship Building
- CRM Software
- Multitasking Abilities
- Phone Banking
- Travel Coordination
- Data Entry
- Ground Support Equipment Operation
- Relationship Management
- Itinerary Planning
- Travel Package Documentation
- Tour Package Sales
Date Of Birth
08-MAY-1994
Certification
Certificate Issued By Maharashtra State Board Of Technical Education (MS-CIT) with 72%
Timeline
National Institute Of Securities Markets
05-2023
ERM (E-Relationship Manager)
ICICI BANK
03.2023 - Current
Human Resources: Payroll - Society for Human Resource Management (SHRM®)
03-2023
Administrative Professional Foundations - Certified Professional Coach - Aimee Reese LinkedIn
03-2023
Consulting Foundations: Client Management and Relationships - National Association of State Boards of Accountancy (NASBA)
03-2023
Certificate Of Completion Administrative and Office/Personal Assistant Online Course By Udemy Expert Learning
02-2023
Typing English Certificate By RATATYPE
01-2022
Operations Executive
Hashtag Tourism, Dubai DMC
07.2018 - 12.2019
Travel Consultant
UHM Vacation PVT LTD
05.2017 - 08.2018
B.Com - Business Management
Idol University of Mumbai
06.2016 - 05.2017
Ticketing - Special Starter for GHA Indien Conducted Bu Lufthansa Airlines
03-2016
Dangerous Goods Regulations For Category 9 & 10 Personnel As Per Table 1.5 A Of The IATA Conducted By Air India Approved By DGCA
09-2015
Passenger Service Agent
CELEBI NAS AIRPORT SERVICES INDIA PVT LTD
09.2013 - 11.2016
Tally ERP 9 with 50%
05-2011
GED -
Sathaye College
06.2010 - 05.2011
Certificate Issued By Maharashtra State Board Of Technical Education (MS-CIT) with 72%
05-2009
High School Diploma -
Canossa Convent High School
06.2008 - 05.2009
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