Plave D'souza
Ticketing
Mumbai
Summary
Sales-oriented travel expert with excellent administrative skills and experience working with well-known agency and airline .Proven expertise in customer service and in resolving conflicts .Provide exceptional services and quality obtained from years of hands-on experience in travel industry.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Senior Customer Sales and Service Agent
Emirates
Mumbai
11.2011 - Current
- Coaching and Mentoring employees in Emirates.
- Giving feedback to mentees about their performance.
- Upskilling mentees product knowledge .
- Evaluating mentees performance to gauge where skills are lacking .
- Preparing learning quiz for mentees and call shadowing if required.
- Conducting briefing sessions related to Emirates Product & Services.
- Ensure that quality service is provided to Emirates customers.
- Providing details related to fares and actively issuing tickets and selling related products.
- Assisting with all necessary airlines rules and regulations as incorporated .
- Updating customers with travel requirements during their journey such as passport, visa & health requirements and other details such as check-in time.
- Assisting with changes and cancellation of air tickets
- Enhance Emirates revenue by providing services such as Skywards membership, upgrade fares and other services .
Customer Service Executive
Cleartrip Travel Services Pvt Ltd
Mumbai
08.2009 - 11.2014
- Responsibilities Include handling inbound & outbound calls for both B2B and B2C channels through calls/email.
- Working on galileo & amadeus.
- Handling services related to Air Ticket-Booking, Rescheduling ,Cancellation.
- Interacting with passengers ,vendors, senior-level management and all other levels of employees.
- Any other duties as directed by senior.
Trainee
Air India
Mumbai
07.2008 - 01.2009
- Guiding & handling passenger and travel agent.
- Assisting on flight Status & timings.
- Booking, rescheduling & cancelling flights for air india express.
- Handling code share flight report.
Education
Bachelor of Commerce - Accounting
St. Andrews College
Mumbai 06.2003 - 04.2008
IATA-UFTAA Foundation -
Kuoni Academy
MumbaiSkills
Travel Research
Special needs travellers
Company guidelines and procedures
Timeline
Senior Customer Sales and Service Agent
Emirates
11.2011 - Current
Customer Service Executive
Cleartrip Travel Services Pvt Ltd
08.2009 - 11.2014
Trainee
Air India
07.2008 - 01.2009
Bachelor of Commerce - Accounting
St. Andrews College
06.2003 - 04.2008
IATA-UFTAA Foundation -
Kuoni Academy