Priyesh Thakkar

• Looking after the rebooking request for all the payment links received.
• Coordinate with the airline for name correction.
• We deal with the airline and consolidator to minimize the loss due to errors made by agents on call.
• Taking care of cases on urgent queue assigned by the manager or higher management, social media team.
• Looking after trust pilot reviews and replying to all the CSAT and DSAT.
• Trying to close all the cases through first-call resolution. Maintain daily targets of productivity, and quality.
• We also work on retail loss and tech error to reduce losses for the company and for the customer.
• Thinking out of the box (find an alternative solution for the customer).
• Always go the extra mile whenever possible or required, to gain the best customer experience.
• Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
• Provided customers with the best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
• Excellent knowledge of computer reservations systems, GDS systems, and e-traveling like Amadeus, Sabre, Galileo, Farelogix, IAG, and NDC portals.

● Handling a Team of 20 agents.

• Auditing chats- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.

● Clearing all doubts and taking the initiative of escalations of live customers.

● Handling Customer queries with a 100% resolution via chat process.

● Managing and adhering to the SOP laid out for the process. Working towards customer satisfaction and achieving the targets assigned.

● Have been vigilant and disciplined on Team briefs/ activities.

● Top performers in all PKTs and Knowledge tests.

● Delivering 100% shift adherence. Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.

● Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.

• Reissue flight tickets.
• Cancellation of flight and hotel.
• Create offline PNR.
• Handle CFB inbound calls and assist them with flight and hotel booking on Clear Trip For Business.
• Handle group bookings.
• Issue and Re-issue, Amendments and Cancellation.
• Handling through emails and chats.
• Handled Corporate like Asian Paints, and Sterlite Power Transmission.
• Handle escalations, monitor calls queue, and distribute work in a team Acting SME).

• Handled reservations on calls and off calls for domestic sectors.
• Updating SSR request. ( Meals, Baggage, Seat Requests, and Jp miles).
• Issues and re-issue, Amendments, and Cancellation (Sabre).
• Provided customers with information about availability and pricing.
• Informed clients of essential travel information, such as travel times, transportation connections, and medical and visa requirements to facilitate quality service.
• Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
• Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
• Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
• Provided follow-through on all calls with confirmations and dissemination of requested information.
• Produced and shared customer service reports to support management decision-making.