Pratidnya Shetty
Mumbai
Summary
Experienced customer service bringing 10+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Results-driven travel industry professional with great sales, service and planning abilities. Focused on increasing sales and retaining key business with proactive strategies and above-and-beyond support. Excels under pressure and in fast-paced environments with great multitasking abilities.
Overview
18
18
years of professional experience
Work History
Senior Travel Consultant
Qantas Airways (Dnata Marketing Services)
Mumbai
04.2018 - Current
- Handling reservations & ticketing along with answering passenger’s and travel agent queries.
- Resolve issues related to ticketing such as cancellation of tickets, issuance of additional tickets, reissuance of tickets while complying with SOP & guidelines
- Cultivated strong value-added relationships with customers daily by delivering accurate travel itinerary and knowledge to drive business development.
- Organized group travel arrangements, coordinating with the travel agent for seamless travel experiences for passenger.
- Offered exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Mitigated financial discrepancies, accurately collecting customer fees, managing refunds, and providing accurate travel documentation.
- Assisted customers in making changes to existing itineraries or canceling trips.
- Processed credit and debit payments and handled confidential information with discretion.
- Generating daily sales reports
- Process refunds in line with department procedures and guidelines ensuring that refunds are processed accurately without delay.
- Ensured compliance with company policies regarding safety regulations while planning trips.
- Developed and maintained strong relationships with customers to ensure repeat business.
Customer Service Representative
Wipro (Singapore Airlines)
Mumbai
03.2015 - 04.2018
- Resolved customer complaints and addressed emergency requests and needs
- Answered over 80-90 calls per shift to meet fast-paced call center demands
- Helped customer by approaching conversations with positive attitude and focus on customer satisfaction
- Adhered to company policies and script to consistently achieve call-time and quality standards
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
- Handled floor queries, escalations and passengers complaints.
Duty Officer
Track India Pvt Ltd (Air Arabia Airlines)
Mumbai
04.2008 - 04.2014
- Assisting in flight operations with pre and post flight handling
- Drove passenger’s satisfaction by answering questions and providing solutions to issues arising during flights
- Handling team of passenger service associates
- Conducting team briefings and coaching
- Handling delays and making necessary arrangement with alternative options
- Inspected interior of aircraft prior to, during and after flight to make sure emergency equipment was in place.
Traffic Assistance
Indian Airlines
Mumbai
01.2007 - 04.2008
- Providing ground support
- (Check-in counter / arrival / departure)
- Crew clearance and passenger handling.
Education
Secondary School Certificate
Maharashtra State Board
MumbaiHigher Secondary Certificate
Maharashtra State Board
MumbaiBachelor of Arts - Economics
University of Mumbai
MumbaiDiploma - Travel and Tourism
Thomas Cook Tours Ltd
Skills
- CRS Altea Amadeus Reservation Desktop version
- Customer Relations
- Call conversion skills
- Exceptional customer service
Languageproficiency
English, Hindi and Marathi
Personal Information
- Date of Birth: 07th September
- Gender: Female
Timeline
Senior Travel Consultant
Qantas Airways (Dnata Marketing Services)
04.2018 - Current
Customer Service Representative
Wipro (Singapore Airlines)
03.2015 - 04.2018
Duty Officer
Track India Pvt Ltd (Air Arabia Airlines)
04.2008 - 04.2014
Traffic Assistance
Indian Airlines
01.2007 - 04.2008
Secondary School Certificate
Maharashtra State Board
Higher Secondary Certificate
Maharashtra State Board
Bachelor of Arts - Economics
University of Mumbai
Diploma - Travel and Tourism
Thomas Cook Tours Ltd
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