Akeela Banu

 Handled cruise requests and enquiries providing customized quotations based on customer preferences and requirements.  Organized travel arrangements from beginning to end, including cruise reservations, air tickets, accommodation and transfers.  Researched destinations, travel updates, weather conditions and reviews as per travel season and events.  Suggested customized travel options that best suited client requirements.  Collected deposits and balance payments.  Offered and promoted add-ons, pre & post stays, excursions etc.  Coordinated with vendors of travel-related products to get the best deals and promotions.  Attended webinars, conferences and other educational programs conducted by cruise operators.  Handled customer complaints such as disputes, over charging, delays and cancellations on behalf of the team.

 Responsible of communicating with (prospective) clients on their travel needs including the delivery of tailor-made travel proposals and the management of all activities related to the preparation, execution and evaluation of the tour.  Arranging and confirming group tours, successfully handling thousands of passengers and their itineraries including on-board entertainment and individualized customer service requests.  Organizing events, conferences, workshops, seminars and exhibitions  Responding and accommodating guests special requests, including highly personalized demands such as kayaking, golf tee times, team building activities, personalized tailor made tours and detailed transportation arrangements.  Advising and assisting with facilities, such as sights, restaurants and shops, at each destination  Exceeded customer expectation while assisting in planning and preparing customized itineraries to suit the clients’ preferences and budget.  Organizing events on special occasions based on a requested theme with remarkable team building and adventurous activities.  Effectively and efficiently communicating with industry suppliers and vendors to build & maintain direct, beneficial relationships.  Administering positive problem-solving skills when approaching customer service situation to resolve discrepancies that arise during business agreements.  Updating contracts to aid in assembling thorough documents detailing client’s travel itinerary to prevent on-site problems during travel  Coordinating all transportation logistics with bus and cab companies to ensure timely and smooth service.  Responsible of achieving the given target on a timely manner.

 Used strong interpersonal relationship skills to build loyal customer foundation ensuring increased sales volume and customer satisfaction.  Exceeded customer expectation while assisting in planning and preparing customized itineraries to suit the clients’ preferences and budget.  Counseled and organized travels from beginning to end, through booking tickets and accommodation, securing rental transportation, airport transfers, tours etc.  Developed promotional techniques and up-sold services and enhanced customer experiences by explaining all aspects of travel and tour options.  Created, modified and confirmed bookings via a Global Distribution System (computerized central reservation system).  Collaborated with domestic and international hoteliers and tour providers and Airlines  Responsible for providing up to date instructions and advice on travel regulations including visa and medical requirements, baggage limits, safety and customs.  Successfully planned and implemented training and appraisals for new staff batches.  Handled sensitive client data such as passport and bank details.  Responsible for investigating and resolving any customer complaints such as interruptions, over charging, delays and cancellation on behalf of the team.  Responsible for monitoring and guiding the team with Call Quality and, Airline Contracts and level of service.  Responsible for Preparing statistical reports daily, weekly and monthly on process wise achievements and agent wise performance for rewards and recognition  Responsible for creating invoices, sales trend reports and managing customer data base  Processed upgrades, Australian Visas, Seat assignments and special requests.  Was a key player of the Umrah and Hajj team preparing and organizing personalized itineraries according to clients’ preference and budget.  Was a key player of the Online Sales team, analyzing, implementing and improvising the sales trend and revenue, managing the day and night mark up by gathering comparative fares and processing online bookings, payments and issuance.  Conducted in-person presentations on team briefings on product knowledge and team targets.  Was responsible for the profit target of the team (500,000 GBP) by developing and implementing strategic sales plansin order to accomplish the goal.  Cultivated sales growth for the company through customer satisfaction surveys and referral campaigns.  Responsible for Identifying complaints and other customer feedback trends which indicate where the service can improve.  Responsible for researching destinations and keeping the team up to date with travel industry news and Airline Contracts.

 Successfully completed the key task of the Installation and launching of the call center.  Effectively accomplished call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.  Responsible for the day-to-day operations, monitoring and developing the team of representatives whose primary function was to provide high quality customer service by responding to both telephone and email inquiries, investigating requests and resolving problems.  Successfully implemented a caller authentication and flow chart procedure to ensure customer confidentiality.  Successfully implemented and led a process flow procedure for each department that reduced SLA/TAT violation and escalations which also reduced re openings of queries and complaints  Generated daily, weekly and monthly reports to monitor each department and improved level of service with key metrics  Managed multiple projects and campaign to meet client goals and satisfaction.  Designed training programs to better provide exceptional service, monthly reports and quarterly reports as well as employee evaluations and appraisals.  Successfully established and guided Quality Assurance departments to monitor all incoming and outgoing calls by providing key metrics.  Maintained and developed an effective open-door policy by improving excellent working relationships with employees, coworkers and other departments.

 Successfully managed 5 teams of inbound, outbound, billing, collection and retention.  Insured implementation of call center policies, operations and performance standards were understood and followed by all agents.  Effectively monitored and evaluated CSR performance to assure high quality service, professionalism and courtesy, and identify actions that can improve call quality and customer satisfaction.  Responsible to meet deadlines as per client requirement and assigned system defined service level agreements of each complaint, request and queries lodged by customers  Responsible for preparing reports daily, weekly and monthly on process wise achievements and agent wise performance for rewards and recognitions.  Responsible for preparing weekly, monthly and periodical business reviews to present to the Client (Airtel) on all the processes.  Performed statistical analysis for each individual one-on-one providing coaching to insure adherence to statement of work.  Developed process efficiencies to improve quality and team’s performance.  Successfully met KPIs such as AHT, SLA and close looping of lodged tickets through the CRM.  Responsible for reopening complaints for wrongly routed complaints and keeping the customers updated on their resolutions.  Effectively analyzed complaint trends and prepared route cause analysis whenever required by the client within a required time line.  Maintained all processes and quality of work within the departments, practiced and enforced all security and safety procedures.  Successfully reviewed individual production, work quality and implementing corrective action as needed.  Responsible for training the newly recruited agents on products and processes and assigning them to relevant departments based on their qualifications and experiences.  Responsible for monitoring calls and providing on the floor coaching sessions.  Responsible for preparing work roster within the assigned teams.  Responsible for Annual Employee reviews and evaluations of my teams.  Responsible to take over complaint and calls that are requested to be transferred to managers.