Poonam Tomar
L&D Coordinato
New Delhi
Summary
Highly motivated and experienced professional seeking a position as an Operations Analyst in a reputable travel company. Bringing a proven track record of enhancing customer satisfaction, improving operational efficiency, and developing comprehensive training programs to ensure consistent service excellence. Committed to fostering a culture of quality and continuous improvement within the organisation. Career spans 12 years of experience in the customer service industry and is well versed in GDS (Amadeus and Sabre) . Career spans 12 years of experience in the customer service industry and is well versed in GDS (Amadeus and Sabre)
Overview
17
17
years of professional experience
1
1
Language
Work History
L&D Coordinator
International & Leisure Travel PVT. LTD
Bangalore, India
07.2018 - Current
- Responsible for training people globally
- Demonstre expertise in training facilitation, content development, and learning management systems.
- Monitoring and evaluated training effectiveness through assessments, surveys, and on-the-job observations, providing coaching and feedback to improve performance.
- Handling and resolved customer complaints and escalations in a professional and timely manner.
- Collaborated with subject matter experts and stakeholders to update training content and adapt programs to changing business needs.
- Skilled in designing and delivering effective training programs to enhance staff performance and knowledge.
Sr. Travel Analyst
American Express Pvt Ltd, American Express
05.2011 - 01.2014
- Issuing air tickets for the European markets (esp
- For, cardholders)
- Responsible for issuance of PNRs
- Quality check for all the issued/reissued PNRs
Travel Consultant
SITEL PVT. Ltd
05.2010 - 04.2011
- Handled international booking amendments and cancellations
- Responsible for refunds on Amadeus
- Worked as floor support in the absence of the Team Manager.
Reservation Data Maintenance - Travel Consultant
Amadeus
06.2006 - 05.2007
- Rebooking the PNRs in, and Quality checking of PNRs for Lufthansa Airlines
- Creating group reservations on Amadeus
- Maintaining monthly reports for Rebooked PNRS
Education
Bachelor of Arts -
Delhi University
XII CBSE - undefined
Skills
PROFESSIONAL SKILLSWell-versed with GDSSix Sigma(Lean) certificationLeadershipMS Office (Word, Excel, PowerPoint)Relocation: YesPassport NumberM4418298
Team collaboration and leadership
Customer satisfaction enhancement
Quality management and assurance
Timeline
L&D Coordinator
International & Leisure Travel PVT. LTD
07.2018 - Current
Sr. Travel Analyst
American Express Pvt Ltd, American Express
05.2011 - 01.2014
Travel Consultant
SITEL PVT. Ltd
05.2010 - 04.2011
Reservation Data Maintenance - Travel Consultant
Amadeus
06.2006 - 05.2007
Bachelor of Arts -
Delhi University