Amadeus , Sabre , Apollo , Worldspan , Microsoft Office
NIKET ZALA
Manager - Operation & Ticketing
A-1103, Marigold, South Bopal, Ahmedabad
Summary
Insightful Manager with Extensive Experience in Travel Operations
Proficient in travel industry best practices, market trends, and regulatory requirements, with expertise in GDS platforms. Adept at guiding teams, resolving critical client issues, and optimizing workflow for efficiency and effectiveness. A results-driven leader with strong analytical and problem-solving skills.
Overview
19
19
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Subject Matter Expert
Voyzant - Canada
05.2024 - Current
- Managed and supported B2B travel agents, ensuring seamless operational workflows, optimized service delivery, and enhanced client satisfaction.
- Developed and nurtured strong professional relationships with travel agents, driving business growth, customer retention, and long-term partnerships.
- Provided expert guidance on GDS (Global Distribution System) entries, streamlining booking processes, enhancing operational efficiency, and reducing errors.
- Diagnosed and resolved critical client issues, including complex PNR-related concerns, manual fare calculations, and booking discrepancies, ensuring swift and accurate solutions.
- Handled manual exchanges, partial refunds, and troubleshooting of GDS auto-pricing failures, mitigating revenue losses and maintaining service excellence.
- Led ADM (Agency Debit Memo) management, implementing proactive measures to minimize financial discrepancies and ensure compliance with industry regulations.
- Conducted in-depth analysis of customer needs and feedback, leveraging insights to drive continuous product, service, and operational enhancements.
Subject Matter Expert
Mondee - Canada
11.2021 - 04.2024
- Managed and supported B2B travel agents, ensuring seamless operational workflows, optimized service delivery, and enhanced client satisfaction.
- Developed and maintained strong professional relationships with travel agents, driving business growth, loyalty, and long-term partnerships.
- Led teams in optimizing GDS (Global Distribution System) utilization, improving efficiency, minimizing errors, and streamlining booking processes.
- Resolved complex client issues, including intricate PNR-related concerns, manual fare calculations, and booking discrepancies, ensuring swift and effective solutions.
- Handled manual exchanges, partial refunds, and troubleshooting of GDS auto-pricing failures, mitigating revenue losses and maintaining service excellence.
- Managed ADM (Agency Debit Memo) processes, implementing proactive strategies to reduce financial discrepancies and enhance compliance.
- Mentored and coached junior team members, fostering professional growth, skill development, and increased team effectiveness.
- Enhanced overall team performance by providing strategic guidance on critical projects, process improvements, and key operational initiatives.
- Established and promoted best practices for knowledge sharing, cultivating a culture of continuous learning, collaboration, and operational excellence.
Manager | Operations
TripsBooker-Canada
05.2021 - 11.2021
- Planned and allocated personnel for operational exercises, ensuring a highly trained workforce capable of executing critical roles efficiently.
- Reviewed and approved payroll submissions, ensuring accuracy and timely processing for all employees.
- Analyzed shift reports to track key performance metrics, identify trends, and optimize operational efficiency.
- Trained and mentored team members, enhancing productivity, performance, and adherence to company standards.
- Led strategic business planning and market expansion efforts, securing direct procurement deals with top travel vendors.
- Identified employee strengths and implemented targeted mentoring programs, fostering professional growth and improved team performance.
- Monitored participant workflow and engagement throughout training, ensuring knowledge retention and skill application.
- Collaborated closely with clients to understand their unique travel needs and deliver tailored solutions.
- Educated clients on travel policies while leveraging preferred vendors to optimize company profitability.
- Provided clients with the best travel deals and well-researched options, successfully negotiating rates and enhancing customer satisfaction.
Manager - Operation & Ticketing
Voyzant & Skyroute Travel Services Inc. - Canada
12.2015 - 04.2021
- Developed and implemented strategic processes, driving long-term business success and increasing profitability.
- Established, enforced, and optimized internal policies, enhancing operational efficiency and responsiveness to business demands.
- Built and maintained strong client relationships, improving customer experience, satisfaction, and retention rates.
- Led department-wide training initiatives for evaluating and integrating new components, ensuring seamless adoption.
- Trained employees on best practices and performance strategies, boosting productivity and operational effectiveness.
- Resolved complex client and supplier issues efficiently, enhancing satisfaction and strengthening partnerships.
- Assessed employee strengths and assigned tasks strategically, maximizing team performance and workflow efficiency.
- Adapted job assignments and schedules dynamically, aligning workforce capabilities with evolving business needs and customer expectations.
- Onboarded and mentored new employees, providing comprehensive training and ensuring smooth integration into company operations.
- Managed high-volume communication, handling approximately 200 emails and 50+ customer calls daily to maintain seamless service and support.
Designation – Sr. Trainer
Amadeus India Pvt. Ltd
12.2010 - 05.2015
- Engaged with customers to assess their needs and deliver exceptional service, ensuring high satisfaction levels.
- Coordinated with travel agents and airlines, managing training schedules and conducting sessions for the Gujarat and Madhya Pradesh regions.
- Delivered comprehensive training on GDS Amadeus, equipping travel professionals with essential skills for efficient booking and ticketing.
- Conducted IATA certification classes, enhancing industry knowledge and compliance among trainees.
- Facilitated on-site training sessions at customer locations, ensuring timely and effective knowledge transfer.
- Utilized Microsoft Word and other software tools to create professional reports, documents, and internal communications.
- Actively listened to customer concerns, resolving issues promptly with tailored solutions to enhance service efficiency.
- Performed in-depth research and gathered data from multiple sources, presenting insights to drive informed decision-making.
- Provided professional, friendly, and efficient support to travel agents, effectively managing challenging situations with composure.
- Led an average of 60 training sessions per month, addressing travel agents’ requirements, concerns, and skill development needs.
Travel Consultant
Travel Mania
06.2010 - 12.2010
- Advised clients on travel policies and leveraged preferred vendor partnerships, optimizing cost efficiency and maximizing company profitability.
- Designed and coordinated luxury travel experiences, curating exceptional itineraries for high-profile clients, including celebrities, politicians, and business executives.
- Managed and updated corporate traveler profiles, ensuring seamless booking experiences with accurate and up-to-date information.
- Arranged customized travel accommodations for groups, executives, couples, and clients with special needs, delivering personalized service.
- Processed precise and efficient reservations for business travelers, ensuring seamless transactions at the point of sale.
- Increased workplace productivity by 10% through strategic coordination of appointment schedules, itinerary planning, and effective management of accounts and budgets.
Travel Coordinator
Sahajanand Medical Technologies Pvt. Ltd
01.2010 - 06.2010
- Managed and maintained staff travel documentation, including passports, visas, and other essential paperwork, ensuring accuracy and easy accessibility.
- Coordinated seamless international and domestic travel arrangements, handling airfare, hotel bookings, and rental car reservations with operational efficiency.
- Researched and secured the best travel deals, successfully negotiating competitive rates while enhancing customer satisfaction and loyalty.
- Identified and mitigated potential travel safety hazards, ensuring smooth and secure experiences for clients.
- Prepared internal, informal, and official documentation, adhering to company standards and compliance requirements.
- Fostered strong relationships with international partners, leveraging effective communication and active listening to enhance collaboration.
- Reviewed, processed, and managed invoices for travel-related services, ensuring accurate and timely payments.
- Consulted with internal and external clients, assessing travel requirements, documenting needs, and presenting tailored travel solutions.
Corporate Travel Consultant
Balmer Lawrie & Co. LTD, A Govt. Of India Enterprise
02.2006 - 12.2009
- Managed airline ticketing and itinerary planning using Amadeus, ensuring seamless and efficient booking experiences.
- Coordinated with clients to prepare essential travel documents, ensuring compliance with international and domestic travel requirements.
- Handled both international and domestic reservations and ticketing, delivering accurate and timely bookings for diverse client needs.
- Planned and organized corporate and business travel, booking transportation, coordinating schedules, and arranging logistics for conferences and meetings.
- Provided exceptional customer service to new and existing clients, fostering long-term relationships and securing repeat travel assignments.
- Expertly coordinated international and domestic travel accommodations, managing airfare, hotel stays, and rental car reservations with operational proficiency.
- Applied fare rules strategically to optimize pricing, ensuring cost-effective solutions for business clients.
- Booked comprehensive travel arrangements, including air, rail, hotel, car rentals, and alternative ground transportation.
- Arranged customized travel accommodations for groups, couples, executives, and clients with special requirements, ensuring personalized experiences.
- Maintained and managed nine high-level corporate accounts for three years, providing dedicated service and strategic travel solutions.
Education
IATA CONSULTANT - Tourism And Travel Management
IATA
CANADA 06.2014 - 09.2014
IATA Gds Fares & Ticketing - Tourism And Travel Management
IATA
CANADA 06.2011 - 09.2011
IATA Foundation - Tourism And Travel Management
IATA
CANADA 06.2006 - 12.2006
Bachlor in Music - Music
Music From Trinity University
London 01.2002 - 01.2003
High School Diploma -
Gujarat Univercity
Ahmedabad 04.2000 - 03.2002
Skills
Self-confidence
Expertise in 4 GDS
Musician
Excellent communication
Customer Care
Teacher
Global destinations
Hotel accommodations
Customer service
Troubleshooting
Training & Development
Teamwork
Software
Timeline
Subject Matter Expert
Voyzant - Canada
05.2024 - Current
Subject Matter Expert
Mondee - Canada
11.2021 - 04.2024
Manager | Operations
TripsBooker-Canada
05.2021 - 11.2021
Manager - Operation & Ticketing
Voyzant & Skyroute Travel Services Inc. - Canada
12.2015 - 04.2021
IATA CONSULTANT - Tourism And Travel Management
IATA
06.2014 - 09.2014
IATA Gds Fares & Ticketing - Tourism And Travel Management
IATA
06.2011 - 09.2011
Designation – Sr. Trainer
Amadeus India Pvt. Ltd
12.2010 - 05.2015
Travel Consultant
Travel Mania
06.2010 - 12.2010
Travel Coordinator
Sahajanand Medical Technologies Pvt. Ltd
01.2010 - 06.2010
IATA Foundation - Tourism And Travel Management
IATA
06.2006 - 12.2006
Corporate Travel Consultant
Balmer Lawrie & Co. LTD, A Govt. Of India Enterprise
02.2006 - 12.2009
Bachlor in Music - Music
Music From Trinity University
01.2002 - 01.2003
High School Diploma -
Gujarat Univercity
04.2000 - 03.2002
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