Swasthik BG
Bengaluru
Summary
My objective is to obtain a position within a dynamic and professional office environment where I can utilize my 5 years of experience and skill set to contribute to the organization's success. I am particularly interested in joining a forward-thinking, technology-driven company that values innovation and offers opportunities for career growth. I am enthusiastic about transitioning into a Process Trainer role, where I can share my expertise, mentor team members, and support the ongoing enhancement of organizational processes.
Overview
7
7
years of professional experience
2
2
years of post-secondary education
Work History
Business Travel Consultant II
Navan
05.2024 - Current
- Resolved complex travel issues for clients with intricate requests, ensuring prompt and effective solutions
- Coordinated with airline and hotel vendors to guarantee seamless travel experiences for clients
- Managed relationships with key service providers, including Trainline, Sabre, Amadeus, Verteil, Farelogix, Travelfusion, Priceline, Expedia, and others, ensuring smooth operations across various platforms
- Recognized as one of the top performers within the team for the past 10 months, consistently delivering high-quality service and achieving outstanding results
- Received multiple client appreciation emails for exceptional service and maintained impressive Customer Satisfaction (CSAT) and adherence scores, with no errors or payouts throughout my tenure
Senior Travel Associate
BCD Travel India
02.2020 - 04.2024
- Processed pre-travel and en-route exchanges, ensuring smooth itinerary adjustments and timely travel updates
- Coordinated closely with the ticketing department to manage imminent travel itineraries and schedule changes, ensuring seamless travel experiences for clients
- Managed cancellations and refund requests for non-refundable tickets, adhering to airline policies and ensuring clients received accurate, timely information
- Delivered exceptional customer service in a B2B travel management setting, effectively handling client inquiries and resolving complex travel issues with attention to detail and professionalism
- Played an active role in training and mentoring peers on the floor, conducting multiple training sessions on the fundamentals of travel management and key booking tools such as SABRE, AMADEUS, and GALILEO
- Contributed to the Learning & Development (L&D) committee, offering valuable suggestions for new training topics and content to be added to the company’s online knowledge base, Quickipedia, ensuring continuous improvement in the team’s skills and product knowledge
- Assisted in the development of training materials and resources, ensuring that team members had access to up-to-date information and tools needed to enhance their performance and customer service skills
Senior Customer Service Representative
Aegis Customer Service Pvt Ltd
12.2017 - 10.2019
- Provided comprehensive product and service information, delivering tailored solutions and cross-selling additional products
- Managed and maintained customer account details, ensuring accurate documentation and data integrity
- Processed ticket refunds in compliance with airline fare rules, handled flight cancellations, and coordinated with airlines regarding schedule changes and travel alerts
- Consistently achieved excellent customer satisfaction (CSAT) ratings, receiving multiple accolades for outstanding performance, including 'Star of the Quarter' recognition six times
- Promoted to the Escalation Department, where I successfully managed complex customer concerns and efficiently resolved escalated issues
- Advanced to Subject Matter Expert (SME) role, leading a team of 17 representatives, providing guidance on performance improvement, conducting process and industry update sessions, and facilitating training programs to enhance team knowledge and skills
Education
Mewa PU College - commerce
Mewa PU College
01.2014 - 01.2016
Skills
- Industry Knowledge
- GDS
- Training
- Technical knowledge
Timeline
Business Travel Consultant II
Navan
05.2024 - Current
Senior Travel Associate
BCD Travel India
02.2020 - 04.2024
Senior Customer Service Representative
Aegis Customer Service Pvt Ltd
12.2017 - 10.2019
Mewa PU College - commerce
Mewa PU College
01.2014 - 01.2016
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