Priyesh Ashok Thakkar
Mumbai
Summary
Dependable team member trained in register operations and customer service. Contributes to smooth front-end operations and goes beyond requirements to handle customer needs. Reliable, team-oriented, and efficiently completes assignments.
Overview
17
17
years of professional experience
Work History
Travel Consultant
E- Traveli Pvt.Ltd
Mumbai
02.2022 - Current
- Reporting to the Team Lead to achieve goals.
- Working in a state-of the art call center, as part of a dynamic customer support team.
- Managing high call volumes/chat, and email volumes and delivering exceptional quality services to our
customers. - A seasoned travel professional with exceptional GDS knowledge.
- Assisting passengers with re-booking + cancellations on the booking.
Subject Matter Expert / BTL
Teleperformance
Mumbai
09.2020 - 01.2022
- 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 initiative of escalations of live customers.
- Handling Customer queries with a 100% resolution via chat process.
- Managing and adhering to SOP laid out for the process.
- Working towards customer satisfactions and achieving targets assigned.
- Have been vigilant and disciplined on Team briefs/ activities.
- Top performer in all PKT’s 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.
Travel Consultant
Cleartrip
Mumbai
01.2019 - 06.2020
- SME at Jet air Shared Service (Clear trip Travel), Flight and hotel booking for Corporate Travelers.
- Reissue flight tickets.
- Cancellation of flight and hotel.
- Create offline PNR.
- Handle CFB inbound call and assist them for flight and hotel booking on Clear trip For Business.
- Handle group booking.
- Issue and Re-issue, Amendments and Cancellation.
- File travel expenses of Corporate Travelers.
- Handle Travel insurance for Corporate Travelers.
- Handling through mails and chats.
- Handle escalations, monitor calls queue, and distribute work in team Acting SME).
- Handled Corporate like Asian Paints, Sterlite Power Transmission.
Process Associate
Tata Consultancy Services
Mumbai
04.2011 - 10.2012
- Handled reservations of only Brussels airlines passengers.
- Updating SSR request and creating offline and online PNR.
- All duties handled in emails from clients and airlines on Galileo GDS.
- Responded to customer inquiries related to services or accommodations and promptly addressed issues or complaints.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Guest Service Professional
Transcontinental e services pvt.ltd, Jet airways
Mumbai
06.2009 - 04.2011
- Handled reservations on calls for domestic sectors.
- Updating SSR request.
- (Meals, baggage, Seat JP miles etc.).
- Issues and re- issue, Amendments and Cancellation (Sabre).
- Handled Outbound department as well for updating SSR and flight timings to customers.
- Provided customers with information about availability and pricing.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
Education
Diploma - Travel and Tourism (IATA
IITC
2010
Bachelor of Commerce -
Mumbai university
2007
Skills
- Staff Management
- Customer Service
- Quality Management
- Travel Arrangements
- Teamwork
- Adaptability
- Training & Development
- Communication skills
- Problem Solving
- Active Listening
- Leadership skills
Languages
English, Hindi, Marathi, Gujarati
First Language
English
Advanced
C1
Hindi
Proficient
C2
Marathi
Proficient
C2
Gujarati
Proficient
C2
Timeline
Travel Consultant
E- Traveli Pvt.Ltd
02.2022 - Current
Subject Matter Expert / BTL
Teleperformance
09.2020 - 01.2022
Travel Consultant
Cleartrip
01.2019 - 06.2020
Process Associate
Tata Consultancy Services
04.2011 - 10.2012
Guest Service Professional
Transcontinental e services pvt.ltd, Jet airways
06.2009 - 04.2011
Diploma - Travel and Tourism (IATA
IITC
Bachelor of Commerce -
Mumbai university