Shahana Shaikh
Thane
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
10
10
years of professional experience
Work History
T&E Concur
GXO Logistics
07.2023 - Current
- Auditing expense report submitted by the internal employee's and HOD's of US and UK region.
- Working experience in concur of auditing expense reports submitted and ensuring compliance throughout the process.
- Assisting employee incase of queries and problems creating/managing expense report on concur.
- Maintaining SLA's and targets of daily report by maintaining data in excel from concur.
- Working experience on reconciliation of charges on company cards and bi weekly follow up with employees for expense report submission as per the companies report submission policy.
- Strong understanding of T&E Concur to understand employee grievances.
- High analyzing skills to identify the root cause of a problem and identify fix / resolutions.
- Technical skills (Concur, Citi Portal, Service now, Amex Portal), MS Office Access.
- Handling Service now tickets from Employees for new credit cards, credit limit increase , closure of the existing credit card on banking portals.
- Chasing employees to submit corporate credit card expenses on time
- Weekly Governance call with onshore team and provide update on agreed SLA's
- Update and maintain Standard of Work records, assist with Internal and External.
- Publishing Leave and term report / Manager Approval report / Delinquency report Audit.
- Learned and adapted quickly to new technology and software applications.
- Cultivated interpersonal skills by building positive relationships with others.
- Organized and detail-oriented with a strong work ethic.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Email Support:
Resolves employee's issues, queries, concerns with effective, clear, and professional writing communication over email.
Resolve ad hoc internal employee's questions, challenges and concerns relating to a expenses or expense report.
Responding to client's inquiries and resolving issues via email communication.
Managed and responded to team-leading volume of support tickets and chats submitted via email and through support portal.
Back office Refunds team
Etraveli group
10.2020 - 07.2024
- Perform refund transactions in GDS as well as other tasks related to Back Office
- Contact with customers, airlines and Providers for different issues
- Advanced Skills in Amadeus and Sabre
- Trained and handled refunds transactions in Farelogix and BSP link
- RA issuance of the reservation for various international airlines as per the policy
- Excellent knowledge of Department tools & Systems
- Documented experience in reading and interpreting airline fare rules.
- Email Support:
Emailing across the airline for complex fare conditions and rules of an airline ticket.
Resolve customer's questions, challenges and concerns relating to a airline ticket refund issues.
Responding to the customer's inquiries and resolving issues via email communication.
Responding to escalation of the customer over refund of ticket.
Corporate travel agent/Travel desk
Eclinical works Pvt Ltd
07.2018 - 10.2020
- Booking domestic and international travel (air, hotel and rental car) for the internal individual and group of employees traveling onsite and on event as per policy and guidelines
- Cross check the itinerary booked by employees as the best available option in terms of cost, policy and schedule
- Negotiate contracts and rates of hotel with the travel service providers
- Solving issues and concerns over call and email regarding flight delay, cancellation due to weather and voluntary changes
- Reissuance and issuance of tickets on Sabre
- Handling employee grievances in regard to the travel reimbursements
- Maintaining data and reports on MS outlook and Excel
- Minimizing the itinerary cost by cross checking the lowest and cost effective options of air, hotel and rental car
- Auditing expense reports claimed by the employees for their travel reimbursement on Expensify tool
- Billing clients for travel arrangements
- Account for the credit card transactions bifurcating personal and official expenses
- Arrange for the payments/Refunds
- Do the reconciliation every month
- Ensuring compliance followed throughout the travel procedures.
- Email Support:
Serve as the frontline representative, addressing employee inquiries via email and phone promptly.
Handle and resolve employee complaints and escalations effectively, ensuring timely resolution and client satisfaction.
Responding to the employee's email regarding ticket changes, cancellation on an email.
Emailing airline for ticket cancellation and credit for future travel.
Travel Consultant
Jauntlers travel consultancy
01.2016 - 05.2018
- Dealing with the active Reservation of passengers on website
- Trained in GDS which includes Sabre, Amadeus and Worldspan
- Handling reservation of all GDS which is affected due to schedule change made by different airlines
- Guiding and informing passengers with the new flight options over the call and Reissuing tickets on No ADC with the terms and conditions and updated flight options
- Processing Refunds
- Handled inbound call from passengers seat upgrade
- Upselling seats and processing EMD and Voluntary Reissued Tickets.
- Email Support:
Establish long-lasting, trusting connections by communicating professionally and empathetically with the clients and customers.
Provide appropriate solutions and substitutes within the timeframes specified, and follow up to ensure resolution
handle escalaltion from clients and customers.
Ground Staff
Cambata Aviation Pvt Ltd
02.2014 - 04.2015
- Handling all the Activities of Flight Arrivals & Departure
- Good & Fast in Departure Check-in in Sabre sonic, SITA system
- Handling Check-In, Boarding, Arrivals as a Leader and Service Control of Flight as well
- Experienced B777, B787, B737, A340-600, A320, A330 Aircrafts
- Communicating with Reservations Agent for passengers Ticketing and Queries
- Well versed in Manual Check-in, Manual Boarding, Handling Delayed and Canceled flights
- Encourage colleagues to focus on Airport Sales and Excess Baggage to generate revenue
- Baggage Handling (Mishandled Baggage, Direct Transfer Bags)
- Passenger Relation Work, which includes Meet & Assist Passenger, UMNR's, Wheelchair Passengers and Various Security Functions
- Adherence to Grooming Standards, SOP's, Safety and Security
- Knowledge of Ramp Factions
- Liasioning with all competent authorities like AOCC, MIAL and government authorities like Indian Customs, CISF, Immigrations.
Education
Bachelor - Management studies (BMS)
SM Shetty college, Mumbai University
Mumbai01.2013
HSC - Science
Ramniranjan Jhunjhunwala college
Mumbai01.2009
SSC -
Hindi High School (English section)
Mumbai, MH07.2004
Skills
- MS Word
- MS Outlook
- MS Excel
- MS Power Point
- MS office
- Customer Service
Languages
English
Intermediate
B1
Marathi
Intermediate
B1
Hindi
Bilingual or Proficient (C2)
Timeline
T&E Concur
GXO Logistics
07.2023 - Current
Back office Refunds team
Etraveli group
10.2020 - 07.2024
Corporate travel agent/Travel desk
Eclinical works Pvt Ltd
07.2018 - 10.2020
Travel Consultant
Jauntlers travel consultancy
01.2016 - 05.2018
Ground Staff
Cambata Aviation Pvt Ltd
02.2014 - 04.2015
Bachelor - Management studies (BMS)
SM Shetty college, Mumbai University
HSC - Science
Ramniranjan Jhunjhunwala college
SSC -
Hindi High School (English section)
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