Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Jonita Noronha

Dubai

Summary

Dynamic sales and customer service professional with a proven track record in communication and negotiation skills. Committed to delivering exceptional customer experiences by leveraging in-depth product knowledge to craft tailored solutions that enhance loyalty, retention, and revenue growth. Expertise in training, managing, and mentoring teams fosters a collaborative environment that empowers associates at all organizational levels. A results-oriented approach cultivates strong relationships with customers and colleagues, driving overall success.

Overview

21
21
years of professional experience

Work History

Senior Banking Advisor

Royal Bank of Canada, RBC
01.2022 - 06.2025
  • Educated customers on digital banking platforms, encouraging adoption of online services for convenience and efficiency benefits.
  • Increased client satisfaction by providing personalized banking solutions and financial advice.
  • Developed strong rapport with clientele through active listening skills and empathetic understanding of their financial concerns.
  • Assisted in the management of risk by adhering to compliance policies and procedures when interacting with clients.
  • Enhanced customer experience by addressing inquiries, resolving issues, and providing prompt assistance.
  • Improved branch sales performance by cross-selling various banking products and services.
  • Coordinated with various divisions and departments in servicing of routine banking transactions.
  • Contacted prospective clients to generate new loans, deposits, and business to achieve company production goals.
  • Exceeded individual sales targets consistently, contributing significantly towards overall branch growth.
  • Facilitated smooth account opening processes for new clients, ensuring accurate documentation and efficient service delivery.
  • Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.

Reservations Officer

Emirates Holidays
12.2019 - 06.2020
  • Achieve the outlet budget (Sales, Revenue, Cost, and Contribution). Ensure that the product mix of air vs. non-air is in line with the overall department's strategy and escalate any corrective measure to the line manager.
  • Responsible for the effective utilization of manpower and technology resources allocated to maintain high service levels to the Retail customers (internal & external). Monitor queries and ensure the materialization of quotation to increase the overall productivity and the efficiency of the consultant.
  • Implement the specified action plan for servicing of enquiries, bookings and reservations for new and existing clients in order to ensure that service turnaround times are maintained while enhancing all possible opportunities for maximization of revenue.
  • Trained all staff and ensured that, technical skills for all staff are in line with department standards for the accurate issuance of all documents by staff concerned, ensuring there is attention to detail and quality. Timely reporting and accounting of all documents.
  • Continuously review internal processes and procedures and provide recommendations for process improvements and cost savings to the Retail Sales Manager. Ensure that corporate, departmental and unit level policies and regulations are understood, implemented and monitored at all times, by both the job holder and the staff assigned, while maintaining productivity and morale.
  • Ensure that the quality checks, procedures and processes established by management are strictly followed by staff to minimize operational errors and discrepancies. Co-ordinate the implementation of procedures aimed at improving productivity and performance of staff, within the operation unit. In liaison with the Non Air team/ Contact Centre/ Airport and other Retail outlets this also includes the continuous co- ordination with Dnata to recommend further enhancement to existing operating systems or future implementation of a new system.
  • Monitored employee performance and provided coaching and constructive guidance to address areas of concern.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
  • Maintained compliance with company policies, objectives and communication goals.
  • Measured team performance and reported metrics to leadership team members.
  • Evaluated employee performance monthly and coached and trained accordingly, increasing quality of work and employee retention.
  • Handled customer complaints, resolved issues and adjusted policies to meet changing needs.

Senior Tours Consultant

Emirates Holidays
04.2015 - 11.2019
  • Assessed client needs and recommended appropriate products and services to meet preferences and budget.
  • Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
  • Arranged travel accommodations for groups, couples, executives and special needs clients.
  • Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.
  • Booked reservations for travel, hotels, rental cars and special events such as tours and excursions.
  • Used promotional techniques and prepared promotional materials to sell itinerary tour packages.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
  • Provided follow through on all calls with confirmations and dissemination of requested information.
  • Resolved problems, improved operations and provided exceptional service.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Collaborated with colleagues to implement best practices across department and exceed team goals.
  • Assist the Reservation officer with her day to day activities updating sales reports, giving inputs for the rosters, handling accounts queries and complaints.

Tours Consultant

Emirates Holidays
12.2006 - 03.2015
  • Provide the highest standard of customer service to all clients whether Retail, Government or Corporate, using all tools that are made available. Attend all customer queries in a timely and appropriate manner.
  • Build valuable relationships with your customers and suppliers, in line with our brand guidelines and ensure a positive result for our clients.
  • Maximize the sales/consultation opportunity to cross sell/up sell any relevant auxiliary products to maximize the revenue.
  • Ensure all forms of contact are handled quickly and with a friendly can do attitude, whilst achieving and exceeding service and sales performance targets against key performance indicators.
  • Providing colleagues and clients the information with subject matter expertise and industry Knowledge.
  • Perform day to day management of the task related to individual work streams.
  • Detailed knowledge in using Salesforce software.
  • Experience in handling the customer complaints and finding correct solutions to ensure customer delight.
  • Work effectively as a team member sharing responsibility, providing support, maintaining communication in line.

Junior Tours Assistant

Emirates Holidays
07.2004 - 11.2006
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
  • Sold, printed and issued tickets to guests.
  • Prepared customer invoices, accepted payments and processed refund and cancellation requests.

Education

DIPLOMA CUSTOMER RELATIONS MANAGEMENT - Customer Relations

NATIONAL INSTITUTE OF BUSINESS MANAGEMENT, CHENNAI

Bachelor of Commerce -

RITAMBHARA COLLEGE OF COMMERCE AND ECONOMICS

Skills

  • Telephone reservations
  • Travel bookings
  • Hotel accomodations
  • Organization and Time management
  • Collaboration
  • Customer service
  • Responsible
  • Verbal and written communication
  • Reservations And Ticketing
  • Making Reservations
  • Telephone Reservations
  • Reservations and ticketing
  • Telephone reservations
  • Hotel reservations
  • Group reservations management
  • Officer training
  • Coordinating reservations
  • Interpersonal Communication
  • Multitasking Abilities
  • Data Entry
  • Taking reservations
  • Securing reservations
  • Reservations management
  • Loan processing
  • Portfolio management
  • Financial planning

Languages

English
Hindi

Timeline

Senior Banking Advisor

Royal Bank of Canada, RBC
01.2022 - 06.2025

Reservations Officer

Emirates Holidays
12.2019 - 06.2020

Senior Tours Consultant

Emirates Holidays
04.2015 - 11.2019

Tours Consultant

Emirates Holidays
12.2006 - 03.2015

Junior Tours Assistant

Emirates Holidays
07.2004 - 11.2006

Bachelor of Commerce -

RITAMBHARA COLLEGE OF COMMERCE AND ECONOMICS

DIPLOMA CUSTOMER RELATIONS MANAGEMENT - Customer Relations

NATIONAL INSTITUTE OF BUSINESS MANAGEMENT, CHENNAI

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