Business Travel Subject Matter Expert
Cosmopolitan Travel Services
, IN
2018.03 - Current
- Responsible processing airlines tickets through the GDS, Rebooking, reissue, and refund flight bookings
- Customer service over calls and email, support to clients and ensuring end to end solutions as per business requirements is my key role
- Checking of fare rules given in CAT16 for cancellation and refunds
- Pricing of PNRs and calculate the fare and tax break up in case of part refund
- Some airlines do not accept processing of refunds through GDS, in such case RA will be raised through BSP/ARC and airline will process refunds directly at their end
- Solving trouble reports raised by various airlines and agents
- Ensuring time bound delivery of projects and preparation of various reports.
- Conducted market research and analysis to identify industry trends and customer requirements.
- Mentored junior staff members on best practices related to product design and implementation strategies.
- Investigated customer complaints in order to determine root cause then implemented corrective action plans accordingly.
- Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Identified needs of customers promptly and efficiently.
- Provided subject matter expertise and guidance to cross-functional teams in the development of new products.
