Neelam Lakra
New delhi,India
Summary
Responsible and dedicated member with proven multitasking and organizational skills. Proficient in operating in fast-paced environment to coordinate paperwork, process payment and complete orders. Bring years of experience within dynamic, fast-paced industry environments. Excellent interpersonal skills aiding positive professional relationships for recurring business and guaranteed customer satisfaction. Motivated to improve service to achieve overall company success.
Overview
12
12
years of professional experience
Work history
Sr. Customer Relationship Officer
Tata SIA Pvt Ltd
Gurgaon, Haryana
09.2019 - 08.2023
- Achieved set KPIs with help from team leader and managers.
- Authorised customer compensation with approval from management.
- Investigated complaints thoroughly with the concerned airport team and with other department to deliver positive customer outcomes.
- Arranged travel accommodation for groups, couples, executives and special needs clients.
- Trained and mentored new agents to ensure accurate handling of client requests.
- Utilised Global Distribution Systems(Amadeus) to conduct booking transactions.
- Handled large volumes of email and calls enquiries daily, exceeding agency averages.
- Recorded accurate passenger information to eliminate ticketing errors.
- Good knowledge of refunds and ACM
- Handled escalation and complains.
- Assisting travellers with flight change/ IROP
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
Sr. Travel Consultant
Score Pvt Ltd
Delhi, National Capital Territory of Delhi
03.2017 - 12.2018
- Enabled efficient client correspondence by maintaining accurate records in CRM.
- Maximised sales opportunities, conducting prompt, effective quote follow-up to ensure maximum numbers.
- Advised customers on visas and travel safety.
- Processed payments and established payment plans on behalf of customers, offering multiple methods to maximise sales.
- Increased client retention by building instant rapport and establishing customer trust.
- Promoted current services and offers using expert product knowledge.
- Created timely follow-up alerts for increased sales conversions and completions.
- Assisting customers/Travel agent with flight booking.
- Seat allocation / adding wheelchair request using Amadeus.
Sr. Executive
Fareportal pvt ltd
Gurgaon, Haryana
08.2014 - 02.2017
- Accommodated client requests for customisations or modifications as best as possible.
- Informed clients about cancellation policy and associated penalties.
- Confirmed payment of deposits from clients before commencing with bookings.
- Proactively actioned telephone, email and chat enquiries to maximise conversion rates.
- Achieved and exceeded sales and service objectives.
- Advised customers on visas and travel safety.
- Successfully generated new business via telephone sales, achieving profit growth targets.
Sr. Excutive
John keels Pvt ltd
Gurgaon, Haryana
04.2011 - 08.2014
- Answered customer telephone calls promptly and improved on-hold wait times.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Achieved daily performance targets, aiding department progression towards sales goals.
- Trained junior agents on customer service excellence, boosting customer satisfaction rates.
- Attended regular product training to enhance customer advice.
- Delivered exceptional after-sales customer care to promote customer loyalty.
Education
Bachelor of Science - Bsc Medical lab technology
Punjab Technical University
Punjab 08/2009 - 11/2012
Certificate of Higher Education -
CBSC BOARD
New Delhi, National Capital Territory of Delhi 03/2009 -
Certificate of Higher Education -
St Francis De Sales School
New Delhi, National Capital Territory of Delhi 03/2006 -
Skills
- Quality Control
- Active listening
- Problem-Solving
- Teamwork and Collaboration
- Self-Motivated
- Positive and friendly
- Quick Learner
- GDS knowledge( Amadeus and Sabre)
- Ms Excel
Personal Information
- Date of Birth: 07th Dec 1989
- Marital Status: Married
- Husband Name: Mr Harry Victor
- Sex: Female
- Nationality: Indian
Interests
- Reading
- Traveling
- Driving
Timeline
Sr. Customer Relationship Officer
Tata SIA Pvt Ltd
09.2019 - 08.2023
Sr. Travel Consultant
Score Pvt Ltd
03.2017 - 12.2018
Sr. Executive
Fareportal pvt ltd
08.2014 - 02.2017
Sr. Excutive
John keels Pvt ltd
04.2011 - 08.2014
Bachelor of Science - Bsc Medical lab technology
Punjab Technical University
08/2009 - 11/2012
Certificate of Higher Education -
CBSC BOARD
03/2009 -
Certificate of Higher Education -
St Francis De Sales School
03/2006 -
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