Varsha Rana
Panvel
Summary
Dedicated professional with strong customer service excellence, compliance interpretation, and CRM proficiency. Proven ability to manage escalations and train team members for enhanced performance.
Overview
11
11
years of professional experience
Work History
Sr. Associate
Sutherland Global Services
Airoli, Navi Mumbai
04.2021 - Current
- Resolve customer complaints related to travel experiences through email and contact form channels.
- Interpreted EU consumer protection laws to guide resolution strategies and ensure compliance.
- Collaborated with clients on high-priority escalations, delivering tailored solutions.
- Trained and mentored new team members to enhance skill development and align performance.
- Contributed to successful transition to new CRM platform, optimizing workflows for improved service delivery.
Travel Consultant
DNATA
Dubai
04.2018 - 12.2020
- Managed offshore and marine client relationships to enhance service delivery.
- Processed 60 emails daily, addressing sales inquiries and escalations efficiently.
- Coordinated travel arrangements to ensure timely and cost-effective crew transportation.
- Delivered services to international clients, including Bourbon Greenmar and Bahri Shipment.
Associate
Sutherland Global Services
Airoli, Navi Mumbai
01.2015 - 10.2017
- Cultivated loyal clientele through adept listening and thorough research on travel budgets.
- Responded promptly to guest inquiries, requests, and complaints, providing effective solutions.
- Processed ticket issuance, exchanges, and refunds while promoting holiday packages and stopovers.
- I guided and led a sales team within six months, enhancing revenue generation strategies.
Education
High School Diploma -
Ramanand Arya Dayanand Anglo Vedic College( R.A.D.
Mumbai06-2014
Skills
- Customer service excellence
- Compliance interpretation
- CRM proficiency
- Escalation management
- Training and mentoring
- Client relationship management
- Familiar with GDS tools like Amadeus, Sabre, and Ediss
- Microsoft Office proficiency
Accomplishments
- Consistent performer of the month
- Quality champion
- Spot award
Timeline
Sr. Associate
Sutherland Global Services
04.2021 - Current
Travel Consultant
DNATA
04.2018 - 12.2020
Associate
Sutherland Global Services
01.2015 - 10.2017
High School Diploma -
Ramanand Arya Dayanand Anglo Vedic College( R.A.D.