Bengaluru, Karnataka, India
With over 8+ years of professional experience in the Aviation and Travel industry. My expertise lies in providing exceptional customer service and proficiently managing travel reservations systems. At BCD Travel, I embrace the organization's commitment to excellence and customer satisfaction. My role as a Senior Travel Consultant allows me to leverage my in-depth knowledge of the Sabre Global Distribution System (GDS) to enhance travelers' experiences. I am dedicated to fostering an environment that values teamwork, innovation, and proactive problem-solving. In my current position, I guide my team as a Subject Matter Expert, ensuring we deliver top-tier service to our clients. My daily responsibilities include handling bookings, ticketing, exchanges, and refunds with precision and without reliance on scripts. I have honed my skills in customer communication across various channels, including voice, email, and chat. My ability to efficiently address irregular airline operations and customer legal escalations has been crucial in maintaining high service standards and customer trust.
Specialized in managing complex international flight exchanges and reissues using Sabre GDS, ensuring seamless travel experiences for clients across the globe. ✈️ Advanced proficiency in Sabre GDS for exchanges, reissues, and fare recalculations. ✈️ Deep understanding of IATA codes, airline fare structures, and ticketing policies. ✈️ Meticulous attention to detail in fare accuracy and booking integrity. ✈️ Strong problem-solving skills to navigate intricate travel scenarios and system challenges. ✈️ Exceptional customer service, supporting travel agents and corporate clients with itinerary changes. ✈️ Commitment to compliance with international travel regulations and airline policies.
Proficient on Sabre - Global Distribution System (GDS). ✈️ Guiding team as a Subject Matter Expert (SME) for designated accounts. ✈️ Well-versed on ticketing, exchanges, refunds etc.. Proficient in GDS manual entries without scripts. ✈️ Handling escalations related to customer legal complaints. Conducted training sessions for the team ensuring new updates on different accounts are shared on daily huddle and errors noticed on Quality checks are discussed to the team to improve the quality of work to meet the parameters.
✈️ Handles Front Line communication directly with Clients through Calls, E-mails and Chat efficiently. ✈️ Proficient in handling customers in any media by providing the best available solutions. ✈️ Handling irregular operations by Airlines.
Handling on-the-job training and Operations simultaneously as an I-Coach for the purpose of training candidates on Customer Service and RAMP / Airside Safety. Certified in Dangerous Goods Regulations, Aviation security and Ramp Safety. Well-versed on Go-now DCS, Navitaire, Sky Speed Reservations and Sales Force. Trained on the functions of World Tracer Web for Mis-handled Baggage. Customer Services pertaining to duties at Reservations and ticketing, Check-in, and Boarding of passengers ensuring a Safe and Secure Environment by following all Standard Operating Procedures (SOPs) pertaining to Ramp / Airside Operations. Held sole responsibility for daily Operations across the airport terminal, cargo terminal, catering terminal, and other critical areas. Implemented stringent access controls and ensured compliance by verifying airport passes, identification, and travel documents of passengers, staff, and airport users, guaranteeing eligibility and legality.
Supervised and coordinated daily flight operations to depart all flights ensuring quick turn around to achieve OTP and smooth functioning. Coordinating with RAMP team simultaneously to complete the turn around procedures including last minute change and offloading baggage of travelers denied to board. Coordinating with airline security team to figure out the travelers carrying restricted articles in baggage and remove the same before boarding starts. Carry out the carrier's seat allocation or selection system, issue boarding passes, detach flight coupons and handle denied boarding process and other procedures. Regular checks for multiple cabin baggage carried onboard or oversized baggage to determine excess baggage weight and charge for the excess. Meet the aircraft on arrival and provide necessary assistance as per the airline requirements. Led a team of customer service representatives, providing guidance, support and training to ensure quality service delivery. Developed and implemented strategies to enhance customer satisfaction and loyalty, resulting in a measurable increase in customer retention rates. Conducted regular performance evaluations of team members providing feedback and implementing necessary improvements to optimize team productivity. Arrange for hotel and conveyance in case of DB's and VDB's as per the carrier's guidelines and SLA.
Efficiently handled AOG situations, Emergencies, and Disruptions for seamless service recovery, collaborating with Airport Manager, Flight Operations, and MCC. Handled rescue flight operations during COVID-19 pandemic ensuring additional documents required as per different countries are met and maintaining safe distance among every personal to avoid SARS-CoV-2 transmission. Ensured handling the team to meet the adherence as per company policies and reported non-compliance. Communicated relevant Ground Operations advisories to the team to enhance customer service. Vigilantly monitored handling agent performance and communication, recommending improvements. Supervised briefings, ramp activities, check-in, safety protocols, and security measures for protocol compliance. Resolved customer complaints ensuring customer satisfaction having company policy met. Trained on Ground Handling with Qatar Airways, Lufthansa, British Airways, Etihad, Saudi Airlines, Air Arabia and Jazeera Airways. Participated in trainings with regards to Operations and Safety having it implemented for daily operations.
Highly experienced in handling high-pressure operational situations, making quick and accurate decisions to ensure smooth airport operations. Worked as AOCC Staff, responsible for the preparation and monitoring of bay charts, managing last-minute bay changes, and gate allocations as part of daily operations. Maintained continuous and effective communication with ATC and ensured seamless coordination with all departments to support safe, efficient, and on-time airport operations.
Responsible for meeting inbound flights, assisting customers with connecting flights, checking-in customers and boarding onward flights. Proficient in AMADEUS DCS and GDS, Altea CM / FM System and Reservations at ticketing Office. Major role as TRC to depart the flight within ground time ensuring passenger safety and good customer service. Handing Reservations, Check-in (International and domestic), Boarding Gates, Arrivals, IGM, GD Report, Declaring FOB, handling irregular operations, Baggage breakup and makeup area, Turn around co-ordinator in Ramp and ground operations. Manage training for new hires and mentoring of existing staff on ticketing code, boarding and deplaning strategies along with the requirements, and assisting in complicated and VIP ticketing issues and maintain records of successful completion. Trained in Ground Handling with Qatar Airways by Globe Ground India Pvt Ltd. Handling experience on Arrival Baggage Services and MHB – World Tracer. Trained on Qatar Airways MHB Tool – HAQIBA Efficiently dealing with customer queries and travel documents. Handled multiple repatriation flight and chartered flight operations.
Handled Meet and Assist services as a Guest Relation Executive providing exceptional service to passengers, particularly VIPs, CIPs, and VVIPs. Providing timely and effective service to passengers, including answering their questions, requests, and complaints. Keeping track of assets in lounges, ensuring cleanliness, and reporting passenger movement. Maintaining good relations with airport authorities and stakeholders, such as immigration, police, and airport staff. Coordinating unplanned events and working with government agencies for VIP travel. Handling crisis situations and performing service recovery.