Mohit Nigam
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adapt at working effectively unsupervised and quickly mastering new skills.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Sr Travel Consultant
Greaves Travel (I) Pvt Ltd.
02.2024 - Current
- Organized complex itineraries, including flights, transfers, hotels, car hire and excursions.
- Answered queries via phone and email.
- Provided comprehensive experience to clients by booking airfare, hotel and car rental arrangements suitable for client needs to achieve best available value.
- Modified existing tickets and reservations to provide clients flexibility in travel while advising on penalties and cancellation fees to find optimal solutions within company policies.
- Created travel itineraries and made adjustments to meet client specifications.
- Coordinated travel arrangements, including flights, hotels, and car rentals, for diverse client base.
- Utilized GDS systems efficiently for booking and confirming travel plans.
- Provided exceptional customer service, resolving any travel-related issues promptly.
Sr Travel Counsellor
CWT India Pvt Ltd
Gurugram
08.2022 - 02.2024
- Handling corporate clients over the email
- Assisted customers in identifying and booking the most suitable travel options based on their preferences and budget.
- Managed customer inquiries regarding flight changes or cancellations due to weather conditions or other factors.
- Created travel itineraries and made adjustments to meet client specifications.
Mondee Tech Pvt Ltd (formerly LBF Travels)
11.2021 - 08.2022
- Handling inbound calls for sales and customer service along with generating revenue over the phone.
Sr. Customer Service Executive
Teleperformance Pvt Ltd
Gurugram
03.2019 - 06.2020
- Handled back office profile where handled queues and made outbound calls to passengers as and when required.
- Resolved escalated customer service issues in a timely manner.
- Monitored incoming calls and emails from customers to ensure quality standards were met.
Lead Associate
Interglobe Technologies
Gurugram
11.2014 - 06.2018
- Received inbound customer service calls from US, UK markets for changes, cancellations and refund on flight tickets.
Sr. Customer Service Executive
CallBA
Gurugram
02.2013 - 11.2014
- Received inbound customer service calls from US, UK and other markets for changes, cancellations and refund of their flight tickets and also tracing of the delayed or lost luggage.
Sr. Process Associate
Interglobe Technologies
Gurugram
02.2010 - 02.2013
- Received inbound customer service calls from US, UK and other markets.
- Assisted passengers with changes, cancellations and delays of their flights.
- Helped airline to look for volunteers in the scenario of overbooking and cancellations by making outcall to passengers.
Education
Bachelor of Business Administration - Bachelor of Business Administration
Madurai Kamraj University
01.2014
Skills
- Inbound Call Handling
- Ticketing and Fares Knowledge
- Team Coaching
- Customer Satisfaction
- Process Training
- Leadership Functions
- Feedback Provision
- Coaching Material Design
- Standard Operating Procedure Compliance
- Client Relationship Management
- Team Player
- Self-Motivated
- Learning Agility
- Critical Thinking
- Interpersonal Skills
- Communication
- Strong Work Ethics
- Goal Oriented
Certification
- Customer acquisition
- Training and Development
- Process optimization
- Key opinion leader management
Hobbies
- Workout
- Reading
- Travelling
Courses
Basic course in Air travel fares and ticketing from Delhi Institute of Travel and Ticketing Management.
Worksummary
- Handled inbound calls from all markets (US, UK, ROW).
- Extensive knowledge of ticketing and fares.
- Responsible for team coaching with an objective of high level of customer satisfaction and deliver business growth.
- Organize and deliver process training to the new team members.
- Manage all leadership functions including product presentation, giving feedback to team members.
- Designed coaching material for Learning Management System.
- Making sure that Standard Operating Procedure is followed.
- Manage relationship with the clients for expanding business and product line.
- Team Player consistently motivated and focused on achieving organizational goals.
Timeline
Sr Travel Consultant
Greaves Travel (I) Pvt Ltd.
02.2024 - Current
Sr Travel Counsellor
CWT India Pvt Ltd
08.2022 - 02.2024
Mondee Tech Pvt Ltd (formerly LBF Travels)
11.2021 - 08.2022
Sr. Customer Service Executive
Teleperformance Pvt Ltd
03.2019 - 06.2020
Lead Associate
Interglobe Technologies
11.2014 - 06.2018
Sr. Customer Service Executive
CallBA
02.2013 - 11.2014
Sr. Process Associate
Interglobe Technologies
02.2010 - 02.2013
Bachelor of Business Administration - Bachelor of Business Administration
Madurai Kamraj University