Summary
Overview
Work History
Education
Skills
Professional Achievements
Additional Information
Interests
Timeline
Generic

Santhosh Pandian

Customer Service and Management
Bengaluru,KA

Summary

Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.

Overview

18
18
years of professional experience
6
6
Languages

Work History

Manager - Operations

SOTC Travel Services Pvt Ltd
Bengaluru
05.2019 - Current
  • Responsible for issuing Domestic & International tickets for Infosys Limited, Terrapay Solutions and many more Corporate.
  • Manage all transactions related to non-air services – Rail / Visa / Bus / Insurance.
  • Handles Senior level (VP and above) employee bookings individually.
  • Manages mails on regularly based on the priorities
  • Handles high escalations individually with ease and patience
  • Manage all the client interactions and maximize the business through quality service to the client.
  • Ensure client SLAs' are met.
  • Ensure high level of customer satisfaction.
  • Coordinating and followup with customers for day to day bookings.
  • Achieving revenue and transaction targets as defined by the business.
  • Ensures zero tolerance with regards to errors.
  • Sub activities related to transaction including invoicing and reconciliations are documented for references
  • Extend support for backend submissions by providing all correspondence mails on time to ease the work.
  • Conduct mini trainings to improve the service quality, share the knowledge expertise with fellow colleagues for their growth.
  • Attended all the company and review meetings regularly to know the updates and guide the same to the clients.
  • Accomplished multiple tasks within established timeframes.
  • Managed and motivated employees to be productive and engaged in work.
  • Improved safety procedures to create safe working conditions for workers.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.

Sr. Tours Consultant

THE TRAVEL TERMINAL
Bengaluru
07.2017 - 04.2019
  • Responsible for arranging Domestic & International hotel bookings and end to end tour package.
  • Responsible for arranging trips for group travel to abroad.
  • Schedule meetings regularly to check on updates and resolve queries
  • Coordinate with local vendor from overseas, negotiate price and sign agreements.
  • Coordinate with vendors and confirm bookings for group travel.
  • Plan itineraries, arranges accommodations and other travel services for the officials
  • Regular meets with customer to determine the destination, mode of transportation, travel dates, financial considerations, and accommodations required.
  • Fill online DS 160 application forms for groups and schedule an appointment for visa.
  • Travel abroad with groups as Tour Manager and accommodate groups with safety and mindfulness
  • Traveled with a group of 120 students (grade 6-10) as a tour manager and ensured a safe travel experience
  • Traveled to various countries like Singapore, Malaysia, Thailand, Dubai, USA etc as Tour Manager on Educational Trips
  • Handled high escalations with ease and patience.
  • Offered out of the box services during odd hours for smooth customer travel.
  • Maintained accurate client records in the company''s database, allowing for efficient tracking of sales performance and client preferences.
  • Managed complex multi-destination trips for high-profile clients, ensuring seamless travel experiences from start to finish.

Sr Travel Associate

BCD Travel
Bengaluru
04.2015 - 07.2017
  • Worked as Implant backup and visit corporate companies to support team when required
  • Responsible for issuing Domestic & International tickets for corporate companies.
  • Responsible for arranging Domestic & International hotel bookings for corporate companies in GDS.
  • Coordinate with airline, negotiate fares and book group tickets for Corporate companies.
  • Vivid experience by working at various companies as the Implant backup by knowing their procedures.
  • Ensured zero tolerance errors

Sr. Travel Associate

THE TRAVEL TERMINAL
Bengaluru
10.2014 - 03.2015
  • Responsible for issuing Domestic & International tickets for corporate.
  • Responsible for arranging Domestic & International hotel bookings and END to END tour package.
  • Responsible for arranging trip for group travel to abroad.
  • Schedule meeting if any.
  • Take care of USA visa online DS 160 and schedule an appointment for visa.
  • Plans itineraries, and arranges accommodations and other travel services for officials of travel agency: Converses with customer to determine destination, mode of transportation, travel dates, financial considerations, and accommodations required.
  • Managed challenging situations calmly under pressure, effectively addressing customer complaints or unforeseen circumstances.
  • Assisted clients in resolving travel-related issues promptly, ensuring a positive experience and fostering loyalty.
  • Organized group tours and events, creating memorable experiences for clients while maximizing revenue opportunities.
  • Developed comprehensive destination guides, enhancing clients'' overall trip enjoyment by providing valuable insights into local attractions.

Senior Tours Consultant

AL TAYYAR TRAVEL GROUP
Riyadh
04.2012 - 09.2014
  • Responsible for arranging Domestic & International hotel bookings and END to END Tour packages for walk in customers.
  • Responsible for arranging trip for group corporate travel to abroad.
  • Plans itineraries, and arranges accommodations and other travel services for officials of travel agency: Converses with customer to determine destination, mode of transportation, travel dates, financial considerations, and accommodations required.
  • Managed complex multi-destination trips for high-profile clients, ensuring seamless travel experiences from start to finish.
  • Designed promotional materials showcasing unique tour offerings to attract potential customers at trade shows or other events.
  • Evaluated guest feedback after each tour experience to identify areas of improvement in future offerings.
  • Arranged travel accommodations for groups, couples, executives, and special needs clients.
  • Generated travel-related reports for clients to facilitate decision-making.
  • Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.

Sr. Travel Associate

THE TRAVEL TERMINAL
Bengaluru
09.2009 - 03.2012
  • Responsible for issuing Domestic & International tickets for corporate companies.
  • Responsible for arranging Domestic & International hotel bookings and Tour packages for corporate companies and walk in customer.
  • Responsible for arranging trip for group travel to abroad.
  • Schedule meeting if any.
  • Taking Care of passport & visas for all country.
  • Plans itineraries, and arranges accommodations and other travel services for officials of travel agency: Converses with customer to determine destination, mode of transportation, travel dates, financial considerations, and accommodations required.

Travel Associate

TRANS OCEANIC TRAVELS
Bengaluru
07.2007 - 08.2009
  • Responsible for issuing Domestic & International tickets for walk in and corporate companies.
  • Responsible for getting a quotation from Airlines for Group travel for both International and domestic.
  • Responsible for creating DSR and preparing statements of issued tickets for Accounts.
  • Generated travel-related reports for clients to facilitate decision-making.
  • Enhanced customer satisfaction by providing personalized travel recommendations and itinerary planning.

Travel Associate

SHREYA TRAVELS
01.2007 - 06.2007
  • Training CRS and customer handling procedures.
  • Training basics about tourism.
  • Training with online booking engines for both ticketing and tours.

Education

CERTIFICATION -

U.S. Space & Rocket Center
Alabama - USA

Singapore (GVS Travels Pte Limited) Trained with basic - undefined

Pre-University - undefined

ST JOSEPH EVENING COLLEGE

Diploma - Tourism (IATA)

Armen Institute of Airlines And Travel Agencies

Secondary School Leaving Certificate (S.S.L.C -

RV BOYS HIGHER SECONDARY SCHOOL
Hosur

Skills

Team leadership

Customer relationship management (CRM)

Performance management

Product management

Policy implementation

Relationship building

Customer service

Time management

Decision-making

Strategic planning

Operations management

Team leadership

Professional Achievements

  • Awarded by The Travel Terminal as the Best Performer in annual meeting 2018
  • Awarded by SOTC Travel Services Limited as Respect for Individuals and United as a team in 2021

Additional Information

  • Date of birth : 26 May 1990
  • Father's Name : Pandian
  • Gender : Male
  • Marital status : Married
  • Nationality : Indian

Interests

Playing Cricket

Travel and Explore

Night Drive

Music

Timeline

Manager - Operations

SOTC Travel Services Pvt Ltd
05.2019 - Current

Sr. Tours Consultant

THE TRAVEL TERMINAL
07.2017 - 04.2019

Sr Travel Associate

BCD Travel
04.2015 - 07.2017

Sr. Travel Associate

THE TRAVEL TERMINAL
10.2014 - 03.2015

Senior Tours Consultant

AL TAYYAR TRAVEL GROUP
04.2012 - 09.2014

Sr. Travel Associate

THE TRAVEL TERMINAL
09.2009 - 03.2012

Travel Associate

TRANS OCEANIC TRAVELS
07.2007 - 08.2009

Travel Associate

SHREYA TRAVELS
01.2007 - 06.2007

Singapore (GVS Travels Pte Limited) Trained with basic - undefined

Pre-University - undefined

ST JOSEPH EVENING COLLEGE

CERTIFICATION -

U.S. Space & Rocket Center

Diploma - Tourism (IATA)

Armen Institute of Airlines And Travel Agencies

Secondary School Leaving Certificate (S.S.L.C -

RV BOYS HIGHER SECONDARY SCHOOL

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Santhosh PandianCustomer Service and Management