Pooja Mishra
Dubai
Summary
Experience oriented travel expert with excellent administrative skills and experience working for well-known brands. Proven expertise in customer experience and in resolving conflicts. Provide exceptional service and quality obtained from years of hands-on experience in travel industry.
Overview
14
14
years of professional experience
Work History
Senior Travel Consultant
Kanoo Travel- Amex Centurion
Dubai, United Arab Emirates
01.2023 - Current
- Build and maintains elite members relationship, providing excellent customer service, reviewing trip requested details, reviewing the proposed itinerary and supporting costs, and servicing as the point of contact for all enquiries related to private dream trip requests.
- Works with the suppliers to secure the date requested and provide amendments to already negotiated supplier contracts.
- Generates creative ideas to improve business review processes or items of focus.
- Drive results by operating with a sense of urgency, employing effective time management to deliver results within deadlines.
- Delivering an extra ordinary service by gathering and sharing the best practices in the industry.
Customer Success Manager
Adobe Inc.
Noida, India
08.2021 - 12.2022
- Aggregated portfolio level and product data for reports shared internally and externally
- Reviewed client's product settings and usage data and presented anomalies and irregularities to the client along with action items
- Presented product utilization data to clients to ensure they are getting full value from products or services with focus on providing consistently exceptional support at every stage of the user experience
- Proactively communicated client's issues / ideas with internal stakeholders
- This consultative approach helped in building strong connections with the clients, and ultimately increased their lifetime value
- Meeting Revenue Target
- Understanding the How and Why
- Using data to ensure the customer does everything better
Senior Service Advisor
British Airways (Call BA)
Gurgaon, India
01.2014 - 07.2021
- Responsible for adding new customers as well as maintaining existing client account relationships
- Successfully displaced competitive solutions within client's portfolio
- Created and managed "Customer Analysis Report" on existing customers to identify expansion opportunities
- Reviewed Current Sales Revenue vs Previous Period Sales Revenue to identify areas to increase sales
- Meet Revenue Targets
- Handling Elite Frequent Flyers
- Sell Dynamic Packages
- Handling inbound/outbound Calls and proactively managing email queues
- Handling Escalation Calls.
Senior Customer Care Executive
Yatrii.Com Pvt LTD
Work From Home
10.2012 - 12.2013
- Meeting Targets
- Handling Escalations
- Monitoring the calls of the OJT batches
- Giving Professional feedback
- Making Dyanamic Packages
- Managing the call queue to maintain the service level
- Making sure the AHT of the team s met
- Maintaing the knowledge gap of the process.
Senior Customer Care Executive
Serco Pvt LTD
New Delhi, India
05.2010 - 10.2012
- Meeting Revenue Targets
- Handling Inboud calls
- Maintaining high service levels
- Extensive follow up with the customers
- Handling Escalations.
Education
Bsc. in Hotel Management -
Amity University Uttar Pradesh
06.2009
Skills
- Research
- Data Analysis
- Critical Thinking
- Team Work
- Relationship management
- Business Analysis
- Computer Skills
Languages
English
Hindi
Hobbies and Interests
- Travelling
- Listening to Music
Timeline
Senior Travel Consultant
Kanoo Travel- Amex Centurion
01.2023 - Current
Customer Success Manager
Adobe Inc.
08.2021 - 12.2022
Senior Service Advisor
British Airways (Call BA)
01.2014 - 07.2021
Senior Customer Care Executive
Yatrii.Com Pvt LTD
10.2012 - 12.2013
Senior Customer Care Executive
Serco Pvt LTD
05.2010 - 10.2012
Bsc. in Hotel Management -
Amity University Uttar Pradesh