Somnath Ganguly
Pune
Summary
Dynamic Senior Travel Consultant with Fare Portal India Pvt Ltd, adept in GDS systems and expert itinerary planning. Proven track record in enhancing customer satisfaction through exceptional relationship management and complaint resolution. Skilled in providing visa and passport advice, ensuring seamless travel experiences for diverse clientele.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Travel Consultant
Fare Portal India Pvt Ltd
Pune
07.2022 - 01.2025
- Utilized GDS systems efficiently for booking and confirming travel plans.
- Offered exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Conducted destination research to offer clients insightful travel advice and recommendations.
- Organized complex itineraries, including flights, transfers, hotels, car hire and excursions.
- Managed online booking systems for airline tickets and hotel reservations.
- Resolved customer complaints in a timely manner.
- Negotiated competitive rates with travel suppliers to ensure the best deals for clients.
- Corresponded with airline employees to verify accuracy of advertised rates and inquire as to availability of fares lower than publicly advertised.
- Created travel itineraries and made adjustments to meet client specifications.
- Maintained up-to-date knowledge of all aspects of the travel industry including fares, tariffs and regulations.
- Advised clients on visa, passport and security requirements active in destination countries to assist in travel preparation and prevent complications to entry into foreign countries.
- Handled travel arrangements for groups, couples, executives, and special needs clients.
- Assisted customers in selecting appropriate tours based on their budget and preferences.
- Coordinated travel arrangements, including flights, hotels, and car rentals, for diverse client base.
- Modified existing tickets and reservations to provide clients flexibility in travel while advising on penalties and cancellation fees to find optimal solutions within company policies.
Senior Customer Relations Representative
Tech Mahindra Business Services
Pune
05.2021 - 07.2022
- Supported sales team members to drive growth and development.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Consulted with customers to resolve service and billing issues.
- Drafted reports summarizing data on customer satisfaction and loyalty levels.
- Provided leadership and mentorship to junior Customer Relations Representatives when needed.
- Surpassed sales goals through implementation of successful marketing strategies.
- Participated in training sessions designed to enhance knowledge of company products and services.
- Mentored new employees on procedures and policies to maximize team performance.
- Resolved complex customer issues in a timely manner while maintaining a positive attitude.
- Answered inbound calls, chats and emails to facilitate customer service.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Escalated customer concerns, issues, and requirements to supervisors for immediate rectification.
- Mentored junior team members and managed employee relationships.
- Exceeded customer satisfaction by finding creative solutions to problems.
Customer Service Associate
Teleperformance India Pvt Ltd
Pune
08.2018 - 09.2020
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Trained new hires on products and services, best practices, and protocols to reduce process gaps.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Mentored junior team members and managed employee relationships.
- Escalated unresolved customer issues to the appropriate department or manager for resolution.
- Performed additional duties as assigned by management team.
- Surpassed sales goals through implementation of successful marketing strategies.
- Worked with fellow sales team members to achieve group targets.
- Answered customer inquiries regarding product features, pricing, and availability.
- Adhered to company initiatives and achieved established goals.
- Ticketed, arranged and displayed merchandise to promote sales.
Education
Hsc - Commerce
C K Goel Junior College
Pune02-2014
Professional Photography And Editing - Professional Photography
Aundh ITI
Pune07-2012
SSC - SSC
Sidheshwar High School
Pune03-2010
Skills
- GDS systems
- Travel itinerary creation
- Visa and passport advice
- GDS systems expertise
- Expert itinerary planning
- International reservations
- Regulations and compliance
- Travel arrangements
- Customer relationship management
- Customer service
- Complaint resolution
- Relationship management
Accomplishments
- Awarded as Sales Employee of the Month Thrice.
- Awarded Twice as Employee of the Year.
- Awarded as Sales Target Champ 6 Times in a year.
- Awarded as Best Customer Relationship Executive Thrice.
Certification
- Trained and Certified for Exchanges and Cancellations for existing Bookings.
- Certified as a UMNR booking.
- Certified as a Canadian Booking Expert.
Languages
Bengali
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Marathi
Proficient (C2)
C2
Timeline
Senior Travel Consultant
Fare Portal India Pvt Ltd
07.2022 - 01.2025
Senior Customer Relations Representative
Tech Mahindra Business Services
05.2021 - 07.2022
Customer Service Associate
Teleperformance India Pvt Ltd
08.2018 - 09.2020
- Trained and Certified for Exchanges and Cancellations for existing Bookings.
- Certified as a UMNR booking.
- Certified as a Canadian Booking Expert.
Hsc - Commerce
C K Goel Junior College
Professional Photography And Editing - Professional Photography
Aundh ITI
SSC - SSC
Sidheshwar High School
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