Meenakshi Virmani
DELHI
Summary
To give best to everything I do. Strive to succeed and work the way out of challenging situations. Energetic and enthusiastic professional with almost 12+ years of rich and productive experience in Travel, Operations, Customer Service, Team handling, Escalations, customer experience and Client Interactions.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Invoice Care Specialist
American Express Global Business Travel
09.2024 - Current
- Provides email support for travelling customers and internal teams who have an invoicing query request or complaint.
- Receives and troubleshoots invoicing query requests and complaints, liaising with both teams and Partners to provide resolution for the customer and internal Egencia teams.
- Provides in-depth analysis and expertise to assess reasons behind a query, ensuring the cause is correctly categorized for reporting in Egencia’s continuous improvement process.
- Reports to a Team Leader based in the Invoicing Operations team.
- Manage travelling customer invoice care complaints and queries: To give a quality response to the internal or external customer, using clarity and empathy so that the customer has renewed faith in Egencia service. To focus on First Contact Resolution, so that the query is answered, or complaint resolved, for the customer, as quickly as possible and within agreed service levels.
Senior Travel Consultant
Greaves Travel
02.2022 - 08.2024
- Services - Provides standard services within SLA
- Process team huddles for process improvement.
- Attend client meetings to improve and enhance quality for process improvement.
- Training new batches on process knowledge.
- Creation of new client profiles.
- Designing Leisure tour packages on scripting tool.
- Arrange client approved travel plans through network of reputable vendors.
- Trained and mentored employees to maximize team performance.
- Keeping management informed of potential problem areas and escalate any situation that may jeopardize company's credibility.
- Itinerary building and generating invoices.
- Engaging with partner team to fix process gaps.
Senior Travel Analyst
Millrun Tours Inc US- Work Outsourced in India
12.2016 - 01.2022
- Services - Provides standard services within SLA.
- Issuing MCO and EMDs
- Process Development - Continuously look for process improvement. Consult with clients and provides appropriate information regarding travel services, routes, reservations and other available services. Arrange client approved travel plans through network of reputable vendors.
- Itinerary building, ticketing and issuance
- Logically and objectively manage complex client inquiries and keep them updated on progress through a range of communication channels.
- Minimize stress on clients associated with travel and lodging arrangements.
- Stringently carry out back office tasks such as queues, issues and advanced fares.
- Identifying and rectifying dupe booking.
- Quality check of PNR's to ensure all mandatory elements are added such as employee's cost centre, project code etc.
- Attend client meetings to improve and enhance quality for process improvement.
- Training new batches on process knowledge.
- Responsible for making sure that any gaps in performance or quality are quickly identified and addressed.
- Strong decision making and problem-solving skills.
- Able to motivate and lead others in a team environment.
- Excellent communication skills, both written and verbal.
- An ability to build rapport and trust quickly with work colleagues. Able to prioritise tasks and workloads in order of importance.
- Track record of delivering results with deadlines.
Travel Consultant
EXL Services Private Ltd
05.2011 - 12.2016
- Worked on Amadeus in refund process for France market
- Worked in Germany offline QUEUES PROCESS
- Worked in Australia refund process (Sabre) Refunding of air tickets and rail tickets
- Preparing of MIS reports and SLA tracker on weekly basis
Travel Consultant
Greaves Travel India Ltd
08.2009 - 04.2011
- Played a key role in handling travel agents queries like itinerary change, date change, name change or any kind of amendments which is required by the Agent.
- Issue and reissue of tickets.
- Issuing MCO.
Ticketing Agent
WNS Global Services
08.2007 - 07.2009
- BSP Issue and Reissue.
- SATA Tickets issue and Reissue
- . Negotiated/ Published Fare.
- Sound Knowledge of My SABRE.
Education
PG Diploma - Travel Management
YWCA
05.2006 - 05.2007
IATA Foundation -
IITC
01-2007
B.A - ENG (HONS) -
HANSRAJ COLLEGE (Delhi University)
04.2003 - 04.2006
Senior & Higher Secondary -
Andhra Education Senior Secondary School
04.2002 - 04.2003
Skills
Productive experience in Travel Operations
Knowledge and strengths
- GDS: Amadeus, Sabre and Worldspan.
- Knowledge of MS Excel, PowerPoint, MS word etc.
- Ability to work under pressure without Supervision.
- Trained batches on process knowledge and on GDS.
Rewards and Recognition
- Awarded as Extra Miller for a Quarter in France Refunds
- Awarded as a Star Performer
- Certification of Appreciation from STA IBE for best performance
Personal Information
Certification
IATA Foundation
Timeline
Invoice Care Specialist
American Express Global Business Travel
09.2024 - Current
Senior Travel Consultant
Greaves Travel
02.2022 - 08.2024
Senior Travel Analyst
Millrun Tours Inc US- Work Outsourced in India
12.2016 - 01.2022
Travel Consultant
EXL Services Private Ltd
05.2011 - 12.2016
Travel Consultant
Greaves Travel India Ltd
08.2009 - 04.2011
Ticketing Agent
WNS Global Services
08.2007 - 07.2009
PG Diploma - Travel Management
YWCA
05.2006 - 05.2007
B.A - ENG (HONS) -
HANSRAJ COLLEGE (Delhi University)
04.2003 - 04.2006
Senior & Higher Secondary -
Andhra Education Senior Secondary School
04.2002 - 04.2003
IATA Foundation -
IITC
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