I love reading books, watching sci-fi movies & sometimes binge watching OTT shows. I also love to travel when time permits and document my travel in a journal. Music soothes my soul and I compose original songs.
Hi, I’m
Xavier Rodrigues
Soft Skills Training Specialist
Mumbai
Summary
TRAINING SPECIALIST ~ TEAM LEAD~ CUSTOMER RELATIONS
Results-driven and versatile professional with over 15 years of experience across the Travel & Tourism, Banking, and BPO industries. Seeking internal promotion to the role of Soft Skills Training Supervisor from my current position as a Training Specialist. Known for excellence in Travel Management, Operations Management, and Travel Planning, including supplier coordination, booking, and accommodation. Adept at optimizing resources, fostering client relations, and providing end-to-end service solutions. Skilled in operations and process management, with a talent for training and development. I excel in maintaining long-term client relationships, and my leadership acumen ensures the fulfillment of client needs. With a consistent track record of productivity enhancements and outstanding interpersonal and negotiation skills, I thrive in diverse environments.
Overview
19
years of professional experience
2
years of post-secondary education
2
Certificates
1
Language
Work History
ETRAVELI GROUP INDIA PRIVATE LTD, METAMUMBAI
Customer Relations Specialist
05.2021 - Current
Job overview
- Management of claims/complaints made by clients and claims escalated through strategic partners (Skyscanner, Kayak, Avia Sales, Wego a.o.) The principal task is to build and maintain relationships with clients and key partners
- In my role, I'm expected to investigate all claims thoroughly with a never-ending curiosity, report any possible errors, present the findings and offer the most appropriate solution to the customer with the highest quality
- I stand out in this position because of my excellent oral and written skills and confidence in making decisions
- Training backup pool and new recruits in the team
ARRIVIA, INTERNATIONAL CRUISE & EXCURSIONS, INCMUMBAI
GDS Travel Agent
11.2020 - 04.2021
Job overview
- Booking & managing the travel arrangements for clients
- Working on multiple booking platforms
- Timeshares & Memberships
- Reward points booking
TRAVELXP.COMMUMBAI
Lead Holiday Sales /Reservation
08.2019 - 09.2020
Job overview
- Led the holiday team & entire spectrum of functions pertaining to holiday/travel reservations, client servicing, and business development whilst responsible for managing the team in taking care of travel arrangements for clients (an individual or group)
- To create a positive team environment with an open-door policy
- Preparing rosters for the team to oversee day-to-day operations, delegating tasks, and setting deadlines
- Monitoring team performance and reporting on metrics
- Coordinating with corporate & direct clients to discuss and understand their travel requirements and advising them about suitable holiday/travel options in accordance with their needs, specifications, and wishes
- Liaising with potential suppliers for planning & organizing travel arrangements which include booking tickets (domestic or international), reserving accommodation, organizing ground transportation visa consultation and travel insurance, etc
- Conducting research related to preferred holiday destinations, travel prices, customs, reviews, etc., and responsible for informing clients about the destination’s key highlights and the occurring events & programs during the visit
- Performing invoicing/billing activity and collecting deposits & balances ensuring strict adherence to the organization’s sales scripts & techniques, policies & procedures and maintaining confidential client’s information
- Conducting need based training and provide coaching
TRAVELPACK
Holiday Consultant/Reservations
07.2017 - 07.2019
Feliz Travels, British Airways
02.2017 - 06.2017
Job overview
- Attended refresher training for multiple Airlines - Emirates, Etihad, , Jet Airways, Air Canada, Air New Zealand, Virgin, Qantas, etc., and GDS refresher training on Sabre, Amadeus, Galileo & Worldspan
- Attended Webinars for hotel suppliers, destination specialist, and excursions
- LinkedIn Learning Certifications in courses like “ The Six Morning Habits of High Performers “, “ Overcoming Procrastination “ & Improving Your Thinking
- Also attended various webinars on leadership & time management
IBM Daksh BPS Private Limited
Holiday Specialist/Reservation
08.2016 - 01.2017
Job overview
- MILESTONES
- Ranked amongst the Top 30% of Performers consistently
- Recognized as the most Appreciated Advisor and received the ‘Ease, Expertise and Excellence Award
- Awarded ‘Einstein Award’ for Innovative Ideas
- Awarded ‘Contact Centre Top Performer Award’ multiple times, Jan, Feb, July, and Aug 2009
- Promoted from customer care executive to supervisor within a year of joining of United Airlines
- Grew to Customer Relations advisor
- Spearheading the entire spectrum of functions pertaining to holiday/travel reservations, client servicing, and business development whilst responsible for managing the travel arrangements for clients (an individual or group)
- Coordinating with the clients to discuss and understand their travel requirements and advising them about suitable holiday/travel options in accordance with their needs, specifications, and wishes
- Liaising with potential suppliers for planning & organizing travel arrangements which include booking tickets (domestic or international), reserving accommodation, organizing ground transportation and travel insurance, etc
- Conducting research related to preferred holiday destinations, travel prices, customs, reviews, etc., and responsible for informing clients about the destination’s key highlights and the occurring events & programs during the visit
- Performing invoicing/billing activity and collecting deposits & balances whilst ensuring strict adherence to the organization’s sales scripts & techniques, policies & procedures, and maintaining confidential client information
TATA CONSULTANCY SERVICES
Senior Lead Process Associate
09.2015 - 06.2016
Job overview
- Overall responsible for the various activities involved in Taj Group of Hotel’s reservations – operations which included room reservations, dealing with customer service requests/complaints, managing grievances, etc
- Gathered customer’s requirements and assisted them with a brief introduction to the hotel premises (as per the location preference) and facilities to make them aware of the hospitality provided
- Facilitated customers with reservations changes/cancellations and provided tariff information whilst validating their payments and also simplified foreign currency exchange as per the standard operating procedure
SHAKE SHACK RESTAURANT, M. H. ALSHAYA COMPANY
Host
01.2015 - 08.2015
Job overview
- Administered restaurant duties which involved table reservations; managed the flow of guests towards the dining & bar areas and assured the attainment of highest restaurant occupancy benchmarks periodically
- Greeted incoming & departing guests, escorted them to the assigned dining area, and presented menus & informed them of the ongoing promotions, and ensured a smooth handoff to the service staff
- Observed guests’ needs throughout the dining experience to ensure they received high-quality service and protected the establishment & patrons by adhering to sanitation, safety, and alcohol control policies
JP MORGAN CHASE (I) SERVICESMUMBAI
Customer Service Advisor
03.2011 - 07.2014
Job overview
- Managed inbound calls for Flexible & Travel Plus cards and miles, which involved resolving customer queries related to services, charges, transactions, billing, etc
- Liaised with the provisioning team to facilitate the new customer card registration process and assisted the existing customers with the proper resolution of the grievances that occurred
- Adhered to the calls excellence service level as per the organization’s standards and ensured that the customer gets the best experience in order to refer services to others, to lead revenue growth
IBM DAKSH BUSINESS PROCESS SERVICES PVT. LTD, ICICI FIRST SOURCE
Lead Operations/Trainer
01.2006 - 08.2010
TRAININGS
Customer Service Representative
02.2005 - 01.2006
Education
Goa UniversityGoa, India
Bachelor of Science from Zoology
06.2002 - 06.2004
Skills
Softwares (GDS & Other Platforms) Galileo, SABRE, Amadeus, NDC, Tripstack, TravelFusion, Farelogix & WorldspanProductivity Tools Microsoft, Excel , Access, Word Google Workspace ( Formerly Google Suite )Operating Systems Windows 95/98/ME/2000/XP/Vista/7/8/81/10/11
Policies and procedures
Strategic planning
Staff Management
Business planning
Classroom expertise
Online training experience
Reference material development
Diversity training
Time management
Training methodologies
Verbal and written communication
Performance improvement
Daily workflow improvement
Certification
Train The Trainer
Interests
Timeline
Train The Trainer
05-2023
Certified Corporate Trainer
05-2023
Customer Relations Specialist
ETRAVELI GROUP INDIA PRIVATE LTD, META
05.2021 - Current
GDS Travel Agent
ARRIVIA, INTERNATIONAL CRUISE & EXCURSIONS, INC
11.2020 - 04.2021
Lead Holiday Sales /Reservation
TRAVELXP.COM
08.2019 - 09.2020
Holiday Consultant/Reservations
TRAVELPACK
07.2017 - 07.2019
Feliz Travels, British Airways
02.2017 - 06.2017
Holiday Specialist/Reservation
IBM Daksh BPS Private Limited
08.2016 - 01.2017
Senior Lead Process Associate
TATA CONSULTANCY SERVICES
09.2015 - 06.2016
Host
SHAKE SHACK RESTAURANT, M. H. ALSHAYA COMPANY
01.2015 - 08.2015
Customer Service Advisor
JP MORGAN CHASE (I) SERVICES
03.2011 - 07.2014
Lead Operations/Trainer
IBM DAKSH BUSINESS PROCESS SERVICES PVT. LTD, ICICI FIRST SOURCE
01.2006 - 08.2010
Customer Service Representative
TRAININGS
02.2005 - 01.2006
Goa University
Bachelor of Science from Zoology
06.2002 - 06.2004