NEJELA JOHNS
Sharjah
Summary
Travel and tourism expert with 18+ years of experience in ticketing and customer relationship management. Proficient in GDS systems such as Amadeus and Galileo, specializing in fare calculations, reissuance, and itinerary customization. Demonstrated success in revenue maximization through upselling and fostering strong client relationships, ensuring seamless travel experiences.
Overview
20
20
years of professional experience
Work History
Operations Executive
Regent Connect Travel&Tourism LLC
Dubai
11.2023 - 02.2026
- Drive monthly revenue through ticketing, holiday packages, visas, and ancillary services
- Managed walk-in, corporate, and online clients, converting inquiries into confirmed bookings to drive sales
- Monitor daily sales, margins, and targets; implement upselling strategies
- Supervise team tasks, ensure SLA adherence, and maintain quality standards.
- Handle end-to-end ticketing: booking, re-issuance, cancellations, refunds using Suppliers System.
- Resolve escalations, schedule changes, ADM/ACM issues, and service recovery
- Negotiate group fares, seat blocks, and special rates with airlines/suppliers to optimise pricing
- Perform fare construction, routing checks, and pricing comparisons to secure best deals
- Cultivated repeat business through relationship management and proactive post-sales follow-ups
Travel Executive - Accomadation & Transportations
United Aviation Services
Dubai
11.2022 - 10.2023
- Coordinated hotels, transfers, and meet & assist services for high-profile travelers, enhancing overall travel satisfaction
- Managed complex, multi-sector itineraries for VIP/crew and corporate travel, ensuring seamless travel experiences
- Executed urgent ticketing changes, re-issues, and refunds, maintaining service standards under tight deadlines
- Ensured accuracy in PNR creation, fare rules, ticketing time limits, and documentation
- Delivered fast turnaround service to maximize client satisfaction and retention
- Maintained strict confidentiality and compliance with airline policies
Operations Head – B2B Travel Sales
Arooha Tours & Travel LLC
Dubai
12.2020 - 10.2022
- Led B2B sales operations supporting agents and corporate accounts
- Strengthened partner relationships, driving repeat and increased volume business
- Tracked daily sales, profits, and agent performance, refining pricing strategies
- Managed bulk ticketing, group bookings, and negotiated competitive net fares
- Quoted itineraries promptly to secure conversions, enhancing booking hit rate
- Coordinated with airlines/wholesalers for availability, queues, and deadlines
- Monitored staff performance and developed improvement plans.
Senior Operations Executive – B2B Travel
Mondial Tours & Travels LLC
Dubai
05.2018 - 09.2020
- Coordinated with airlines on schedule changes, waivers, and ticketing support to ensure seamless travel experience
- Managed changes, cancellations, and refund processing with accuracy
- Streamlined ticketing desk operations for agent bookings and corporate requests
- Facilitated fare calculation, routing, and itinerary building to optimise customer satisfaction
- Maintained booking records and ensured timely service delivery
Senior Travel Consultant – Sales & Ticketing
Exotic Tours & Travel
Dubai
06.2012 - 11.2018
- Generated revenue through international ticketing and holiday packages
- Designed customized itineraries based on budget, visa rules, and preferences
- Handled GDS ticketing (issue/re-issue/refund) and queue management
- Upsold add-ons: insurance, tours, transfers, upgrades
- Resolved disruptions (delays/cancellations) and retained clients effectively
- Built long-term relationships with corporate and high-value clients
Travel Consultant – Ticketing & Sales
Oceanline Travel & Tourism LLC
Dubai
01.2008 - 05.2012
- Managed corporate & leisure bookings: flights, hotels, visas, tours
- Achieved/exceeded sales targets through proactive selling and upselling
- Arranged UAE visas and inbound services (desert safari, cruises, city tours)
- Handled customer queries, complaints, and service recovery efficiently
- Worked in high-pressure environment with strict deadlines and SLAs
Junior Travel Consultant – Ticketing
Orion Travel Pvt. Ltd.
India
09.2005 - 12.2007
- Performed ticketing, reservations, and customer service at counter/phone
- Coordinated with airlines and suppliers for bookings and confirmations
- Assisted with passport/visa documentation and travel requirements
- Maintained records, issued tickets, and supported daily office operations
Education
IATA Diploma (Foundation) -
IATS ,Adoor.
KeralaBBA - Commerse
Marthoma Academy. Thiruvalla.
IndiaSkills
- Amadeus and Galileo system proficiency
- Fare calculation and re-issue management
- Itinerary planning for corporate and leisure travel
- Visa management
- Refund processing and revenue generation
- Pricing strategy formulation
- Negotiation expertise in ticketing systems
- Upselling strategies implementation
- Client retention strategies development
- Effective complaint resolution techniques
- Microsoft Office applications mastery
- Leadership in team environments
- Composure under pressure
- Customer-centric approach
LANGUAGES
English | Malayalam
Timeline
Operations Executive
Regent Connect Travel&Tourism LLC
11.2023 - 02.2026
Travel Executive - Accomadation & Transportations
United Aviation Services
11.2022 - 10.2023
Operations Head – B2B Travel Sales
Arooha Tours & Travel LLC
12.2020 - 10.2022
Senior Operations Executive – B2B Travel
Mondial Tours & Travels LLC
05.2018 - 09.2020
Senior Travel Consultant – Sales & Ticketing
Exotic Tours & Travel
06.2012 - 11.2018
Travel Consultant – Ticketing & Sales
Oceanline Travel & Tourism LLC
01.2008 - 05.2012
Junior Travel Consultant – Ticketing
Orion Travel Pvt. Ltd.
09.2005 - 12.2007
IATA Diploma (Foundation) -
IATS ,Adoor.
BBA - Commerse
Marthoma Academy. Thiruvalla.