Paras Gandhi
New Delhi
Summary
Dedicated and results-oriented professional with expertise in conflict resolution, team management, and customer service seeking a challenging role where I can utilize my skills to drive team performance and enhance customer satisfaction.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Team Leader
Province Infotech Pvt Ltd
Gurgaon
11.2020 - Current
- Resolved conflicts in a professional and timely manner, ensuring minimal disruption to operations.
- Evaluated team performance and provided constructive feedback to support team member's development.
- Established clear communication channels and provided timely feedback to foster a collaborative work environment.
- Developed a system for recognizing team accomplishments and implemented rewards to incentivize success.
- Analyzed data and evaluated survey feedback to identify areas of improvement, implementing strategies to enhance team effectiveness.
- Ensured team members had the necessary resources, tools, and training for success.
- Monitored team performance and metrics to identify areas for improvement and implemented targeted interventions.
- Collaborated with other departments to ensure timely and accurate invoicing, facilitating smooth business operations.
- Provided training to new employees while effectively managing daily floor operations.
- Conducted weekly roster planning and managed team scheduling to optimize productivity.
- Assisted team members in creating itineraries using Amadeus and Sabre (GDS systems), enhancing efficiency and accuracy.
- Investigated and analyzed disputed transactions, ensuring appropriate responses and documentation to defend disputes.
- Implemented strategies to drive revenue and minimize negative reviews and charge-backs, contributing to overall business success.
- Proactively addressed customer escalations, ensuring maximum satisfaction and retention.
- Tracked refunds from suppliers to facilitate seamless monetary transitions between clients, company, and suppliers.
Team Leader
AVS Holidays Pvt Ltd
New Delhi
03.2019 - 04.2020
- Ensured minimal disruption to operations by resolving conflicts professionally and promptly.
- Evaluated team performance and provided constructive feedback to support team members' development.
- Established clear communication channels and provided timely feedback to foster a collaborative work environment.
- Developed a system for recognizing team accomplishments and implemented rewards to incentivize success.
- Analyzed data and evaluated survey feedback to identify areas for improvement, implementing strategies to enhance team effectiveness.
- Ensured team members had the necessary resources, tools, and training for success.
- Monitored team performance and metrics to identify areas for improvement and implemented targeted interventions.
- Provided training to new employees while effectively managing daily floor operations.
- Conducted weekly roster planning and managed team scheduling to optimize productivity.
- Assisted team members in creating itineraries using Amadeus and Sabre (GDS systems), enhancing efficiency and accuracy.
- Implemented strategies to drive revenue and minimize negative reviews and charge-backs, contributing to overall business success.
- Proactively addressed customer escalations, ensuring maximum satisfaction and retention.
Senior Travel Consultant
Ray Travels India Pvt. Ltd.
New Delhi
03.2017 - 11.2018
- Assisted customers with flight and hotel bookings, travel insurance, and other travel-related services.
- Managed online booking inquiries and assisted customers with queries and payment issues, resulting in increased customer satisfaction and improved customer loyalty.
- Utilized consultative sales techniques to understand customer needs and provide tailored solutions.
- Assisted customers with the best-customized travel packages, ensuring all arrangements were completed on time and within budget.
- Interacting with different suppliers to get deals for the customers.
- Captured travel-related information into Amadeus/Sabre reservation system
- Drafted and updated itineraries and kept travelers notified of changes.
Refund Analyst
Teleperformance Global Services
Delhi
09.2015 - 09.2016
- Managed online refund inquiries and assisted customers with timely refund possessions.
- Proactively addressed customer escalations, ensuring maximum satisfaction and retention.
- Accepted payments and processed refunds and cancellation requests.
- Chasing and following up on refund requests placed to the airline.
- Resolved discrepancies in customer invoices and refunds.
- Verified data and resolved discrepancies by working closely with internal personnel on ARC.
- Created refund reports and documents as requested by the reporting manager.
Travel Consultant and Ticketing Executive
Interglobe Technologies
Gurugram
01.2012 - 03.2015
- Greeted customers in a friendly and professional manner, providing excellent customer service and creating a positive experience.
- Provided passengers with information regarding flight schedules, destination points, onboard services, and other pertinent information.
- Answered incoming calls and developed a rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided Assistance in Issuance and Re-Issuance of the air tickets.
- Drafted and updated itineraries and kept travelers notified of changes
- Proactively addressed customer escalations, ensuring maximum satisfaction and retention.
Education
Bachelor of Commerce -
Delhi University
01.2017
Secondary and Higher Education -
Sarvodaya Bal Vidyalaya
01.2011
Skills
- Conflict Resolution
- Team Management
- Communication
- Data Analysis
- MS Excel
- Customer Service
- Training and Development
- Revenue Generation
- Escalation Handling
- Refund Management
- Problem-Solving
- Giving Constructive Feedback
- Shift Scheduling
- Performance Evaluations
Languages
- English
- Hindi
Hobbies and Interests
- Exploring new destinations while riding a bike.
- Listening to Indian Soulful Music.
Certification
- Certified by Travel Port on completing the Galileo GDS Training.
Timeline
Team Leader
Province Infotech Pvt Ltd
11.2020 - Current
Team Leader
AVS Holidays Pvt Ltd
03.2019 - 04.2020
Senior Travel Consultant
Ray Travels India Pvt. Ltd.
03.2017 - 11.2018
Refund Analyst
Teleperformance Global Services
09.2015 - 09.2016
Travel Consultant and Ticketing Executive
Interglobe Technologies
01.2012 - 03.2015
Bachelor of Commerce -
Delhi University
Secondary and Higher Education -
Sarvodaya Bal Vidyalaya
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