Summary
Overview
Work History
Education
Skills
Languageproficiency
Personal Information
Timeline
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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
Mumbai

Higher Secondary Certificate

Maharashtra State Board
Mumbai

Bachelor of Arts - Economics

University of Mumbai
Mumbai

Diploma - 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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Pratidnya Shetty