Monish Dewde
Mumbai
Summary
A highly motivated employee with a desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. A hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. A committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Dynamic Travel Consultant accomplished in working with business and private clients. Sales-oriented and committed to client service and satisfaction. Well-versed in rules, regulations, and best practices impacting different types of travel.
Overview
15
15
years of professional experience
Work History
ETG Escalation Specialist
Etraveli Group
Mumbai
09.2021 - Current
- Followed up with customers after resolving their inquiries to ensure satisfaction.
- Identified areas of improvement in existing processes and procedures.
- Updated spreadsheets, wrote reports and created documents for customer information or permanent records.
- Maintained a high level of quality assurance throughout the escalation process.
- Participated in regular meetings with management team members to discuss best practices in resolving escalations quickly and efficiently.
- Documented detailed reports of all escalations and resolutions.
- Conducted follow-up calls with customers to ensure satisfactory resolutions were achieved.
- Worked closely with other teams to identify trends in escalated cases.
Ticketing Specialist
British Airways
New Delhi
11.2019 - 09.2021
- Maintained accurate records of all transactions involving tickets sold or exchanged.
- Implemented new software systems designed specifically for managing ticket sales operations.
- Resolved customer disputes related to ticket purchases promptly and efficiently.
- Assisted customers with ticketing inquiries and purchase of tickets.
Senior Travel Specialist
WTMC
Mumbai
07.2018 - 09.2019
- Created itineraries for customers, including flight bookings, car rentals and hotel reservations.
- Assisted customers in making changes to existing itineraries or canceling trips.
- Prepared itineraries to deliver travel arrangements to clients.
- Developed customized travel plans to meet customer needs and preferences.
- Resolved any issues related to travel plans and services.
- Provided customers with detailed information about travel destinations and packages.
- Reserved hotel rooms for business travelers based on individual preferences, schedules, and budgets.
- Helped clients achieve lowest fairs fares and minimize risks of penalties.
- Responded promptly to customer inquiries via phone, email or in-person contact.
- Used company tools and systems to complete requests.
- Maintained an up-to-date knowledge of industry trends, seasonal promotions and available products.
- Collaborated with airlines, hotels and other vendors to ensure best rates for customers' trips.
- Communicated travel policies to clients and collaborated with preferred vendors to maximize company profit.
- Maintained updated knowledge of airline regulatory requirements and industry standards for client support.
Senior Associate
Tata ConsultancyServices
Mumbai
03.2016 - 07.2018
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Maximized customer satisfaction by handling customer email and telephone interactions.
Senior Associate
Wipro BPS
Mumbai
01.2009 - 02.2016
- Managed team resources, including assigning tasks, monitoring progress, and ensuring deadlines were met.
- Resolved customer inquiries promptly while adhering to service-level agreements.
- Analyzed data and created reports for senior management.
- Delivered a high level of service to clients to both maintain and extend relationships for future business opportunities.
- Provided direction and guidance to junior associates on complex tasks.
- Maintained responsibility for all inquiries, concerns, and complaints, resolving matters effectively and to the satisfaction of customers.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
Education
High School Diploma -
Mahatma Phule ASC College
Mumbai03-2005
Skills
- Complaint Handling
- De-Escalation Techniques
- Complaint Investigation
- Client Retention Strategies
Affiliations
- Cricket
- Swimming
- Gaming
Languages
Marathi
First Language
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Accomplishments
- Best ticketing agent in British Airways
- Best lead award in Wipro BPS
Timeline
ETG Escalation Specialist
Etraveli Group
09.2021 - Current
Ticketing Specialist
British Airways
11.2019 - 09.2021
Senior Travel Specialist
WTMC
07.2018 - 09.2019
Senior Associate
Tata ConsultancyServices
03.2016 - 07.2018
Senior Associate
Wipro BPS
01.2009 - 02.2016
High School Diploma -
Mahatma Phule ASC College
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