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Sarbani Neogi
Deployment Manager For Online Travel Tool
France
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Experienced professional with over Eighteen years of experience in Travel Industry. Excellent reputation for resolving problems and improving customer satisfaction. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Soon relocating to France and have a resident permit with authorization to work.
Overview
18
18
years of professional experience
7
7
years of post-secondary education
1
1
Language
Work History
Product Deployment Manager
American Express Global Business Travel
Bangalore
08.2016 - Current
- Score of 10 for customer service & online booking tool, Business Travel - Client - Thermo Fisher Scientific, Successfully managed to complete numerous Projects for huge Global clients of building their Online booking tools using Concur as the medium
- Maintained SLA while delivering Global customers without escalations
- Worked with SalesForce to efficiently work on creating cases, REQ's & time tracking on the tool
- Worked on various GDS systems like Amadeus, Galileo & Sabre and worked on implementing the tool for the EMEA region
- Managing end to end Testing, validation of the tool & various booking processes
- Interacting with corporate customers, gathering their requirements and offering best solutions matching their expectations
- Managing Site reviews & training for the tool & addressing issues feedback raised by clients
- Monitoring quality of operation, implementing process improvement initiatives to ensure smooth flow of activities are in tune with policies and standards defined by Organization & Maintaining all Project documents & participating in all training & product development calls.
- Conducting process training to new Team members.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Used coordination and planning skills to achieve results according to schedule.
- Maintained excellent attendance record, consistently arriving to work on time.
- Worked flexible hours across night, weekend and holiday shifts.
- Created plans and communicated deadlines to complete projects on time.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Delivered services to customer locations within specific timeframes.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Increased customer satisfaction by resolving issues.
- Conducted research, gathered information from multiple sources and presented results.
- Developed and maintained courteous and effective working relationships.
Lead Travel Counselor
American Express Global Business Travel
Bangalore
12.2013 - 07.2016
- Managed corporate clients End to End travel needs.
- Managing entire team members with their day to day responsibilities.
- VIP desk handling & Visa Handling for International Travel.
- Maintaining less than 2 % error rate hence minimizing revenue loss.
- Ensuring SLA are met & training new joiners.
- Handling escalations & providing solutions to efficiently manage customer grievances.
- Managing all data capture & Invoicing is done for all transactions.
- Responded to clients' questions, issues and complaints and found appropriate solutions when needed.
- Developed process improvements and long-term business strategies through analysis of customer feedback.
- Implemented automated office systems, optimizing client and data communications as well as records management.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships.
- Responded to clients' questions, issues and complaints and implemented appropriate solutions.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
Senior Travel Counselor/Field Staff specialist
American Express India Pvt Ltd
Pune
05.2010 - 11.2013
- Managing all end to end client Travel requirements including handling VISA for International travelers.
- Managed over 40 customer calls per day.
- Interacting with walk in & clients over phone On site.
- Managing SLA & proving error free transactions.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Responded to clients' questions, issues and complaints and found appropriate solutions when needed.
- Maintained currency on airline policies, tariff regulations and travel laws to maximize effectiveness.
- Strengthened quality controls to enhance revenue and control downtime.
- Discussed security issues and protocols with individuals traveling to highly insecure countries or areas.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Collaborated with colleagues to implement best practices across department and exceed team goals.
- Capitalized on emerging industry and market trends to enhance business and customer relations strategies.
- Resolved financial inconsistencies through collection of outstanding fees, management of refunds and delivery of travel documentation.
- Implemented automated office systems, optimizing client and data communications as well as records management.
- Took proactive approach to identifying and resolving issues that could have negative impact on business operations and revenue generation.
- Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships.
- Helped senior managers make effective decisions based on current and accurate reporting.
Travel Consultant
American Express India Private Ltd
Pune
02.2006 - 10.2008
- Organized trips for business travelers.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Strengthened quality controls to enhance revenue and control downtime.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
- Completed accurate reservations for business travelers at point of sale.
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
- Maintained and updated corporate traveler profiles with current information.
- Handled sensitive information with professionalism and discretion.
- Resolved financial inconsistencies through collection of outstanding fees, management of refunds and delivery of travel documentation.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
- Informed clients of travel policies and utilized preferred vendors to maximize company profits.
- Completed accurate reservations for business travelers at point of sale.
International Counter Staff
Delhi Express Travels (P)LTD
Jaipur
07.2002 - 09.2005
- Managing all ticketing & invoicing for Sub agent bookings
- Interacting with walk in clients & creating Travel itineraries as per their need including Air, Hotel bookings
- Maintaining records of all tickets issued in fortnight.
- Organized trips for individual, family and business travelers.
- Received and processed stock into inventory management system.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Exceeded goals through effective task prioritization and great work ethic.
- Collaborated with team members to achieve target results.
- Maintained excellent attendance record, consistently arriving to work on time.
- Delivered services to customer locations within specific timeframes.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Handled 20 - 30 calls per day to address customer inquiries and concerns.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Resolved problems, improved operations and provided exceptional service.
- Monitored company inventory to keep stock levels and databases updated.
Education
Post Graduate Diploma - Customer Relationship Management
Symbiosis Institute of Management Studies
Pune 04.2010 - 04.2012
Master of Arts - Public Administration
University of Rajasthan
Jaipur 05.2002 - 05.2004
Diploma - Airline Travel & Tourism Management
India International Trade Center
Mumbai 05.2000 - 06.2001
Bachelor's Degree - Commerce
University of Mumbai
Mumbai 04.1998 - 05.2000
Skills
Communication Skillsundefined
Accomplishments
PACESETTER AWARDS (Annual 5% employees recognized globally)-American Express Global Business Travel
Client Appreciation - perfect score of 10 for customer service & online booking tool. American Express Global Business Travel - Client - Thermo Fisher Scientific
Top Performer of the month (multiple times) American Express Global Business Travel
Interests
- Reading Fiction
Additional Information
Language Proficiency
English Full Professional Proficiency
Hindi Full Professional Proficiency
French - Beginner level - enrolled for classes
Timeline
Product Deployment Manager
American Express Global Business Travel
08.2016 - Current
Lead Travel Counselor
American Express Global Business Travel
12.2013 - 07.2016
Senior Travel Counselor/Field Staff specialist
American Express India Pvt Ltd
05.2010 - 11.2013
Post Graduate Diploma - Customer Relationship Management
Symbiosis Institute of Management Studies
04.2010 - 04.2012
Travel Consultant
American Express India Private Ltd
02.2006 - 10.2008
International Counter Staff
Delhi Express Travels (P)LTD
07.2002 - 09.2005
Master of Arts - Public Administration
University of Rajasthan
05.2002 - 05.2004
Diploma - Airline Travel & Tourism Management
India International Trade Center
05.2000 - 06.2001
Bachelor's Degree - Commerce
University of Mumbai
04.1998 - 05.2000
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