SALMAN DALVI
Deira
Summary
Experienced and dedicated client-focused customer service representative in the Travel and Tourism industry. Proven track record of cultivating strong client relationships and increasing client engagement. Skilled in identifying and addressing client needs, consistently going above and beyond to provide customized solutions that exceed expectations. Exceptional Communication Abilities. Committed to delivering best-in-class service and support for optimal client satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Customer Service Associate (Tourism)
Tata Consultancy Services Limited
03.2022 - 01.2025
- Taking care of the accounts towards Taj Hotels India Program and Air Ticket Booking for Clients.
- Air Ticket bookings on GDS system Amadeus.
- Package Creation & Customization:- Designed, curated, and customized holiday packages for domestic destinations in India (e.g., Goa, Kerala, Rajasthan) and International destinations such as Singapore, Maldives, and Bali.
- Customer Consultation & Itinerary Planning:- Provided expert consultation to clients, understanding their preferences, budget, and travel requirements to craft personalized itineraries for both leisure and family holidays.
- Sales & Booking Coordination:- Managed end-to-end booking processes, including flights, hotels, transportation, tours, and activities, ensuring timely reservations and competitive pricing for both domestic and international travel.
- Vendor & Supplier Management: Built and maintained relationships with local and international vendors (hotels, transport services, tour guides) to ensure quality service and optimal pricing for clients.
- Customer Service & Support: Provided ongoing support to clients before, during, and after their holidays, handling queries, special requests, and resolving any issues promptly.
- Payment & Documentation Management: Ensured seamless processing of payments and prepared necessary documentation (travel vouchers, insurance, visa requirements) for customer's trips.
- Assisting customers on Call and Chat to resolve their queries.
- Maintaining good relationship with the Customers.
- Successfully achieved 80% CSAT from the customers and achieved the daily target.
- Ensuring the escalations are solved within the TAT.
- Handling VIP client cases,rectify their transactions & solve the issues within the TAT.
HR Practitioner (Contractual)
Accenture Services Pvt Ltd
11.2020 - 01.2022
- Was associated with UPS Talent Acquisition.
- Conducting Interviews of the Candidates for UPS Driver Positions in the United States of America.
- Hiring the Right employees by checking their past records and the requirements towards the Company.
- Assisting Candidates who are not able to fill out the application towards the Job role applied.
- Handling Inbound and Outbound calls of the Candidates who have applied or who wants to apply for the specific position in UPS.
- Helping the Candidates with the guidance of Career growth within the company.
Senior Travel Sales Consultant
Agate Business Services Pvt Ltd
08.2016 - 10.2019
- Associated with SOTC Travels for Designing and Booking Travel Packages. Also the Air Ticket bookings.
- Working on the Leads assigned through the CRM tool.
- Package Creation & Customization:- Designed, curated, and customized holiday packages for domestic destinations in India (e.g., Goa, Kerala, Rajasthan) and International destinations such as Singapore, Maldives, and Bali.
- Customer Consultation & Itinerary Planning:- Provided expert consultation to clients, understanding their preferences, budget, and travel requirements to craft personalized itineraries for both leisure and family holidays.
- Sales & Booking Coordination:- Managed end-to-end booking processes, including flights, hotels, transportation, tours, and activities, ensuring timely reservations and competitive pricing for both domestic and international travel.
- Vendor & Supplier Management:- Built and maintained relationships with local and international vendors (hotels, transport services, tour guides) to ensure quality service and optimal pricing for clients.
- Customer Service & Support:- Provided ongoing support to clients before, during, and after their holidays, handling queries, special requests, and resolving any issues promptly.
- Payment & Documentation Management:- Ensured seamless processing of payments and prepared necessary documentation (travel vouchers, insurance, visa requirements) for customer's trips.
- Air Ticket Booking till Issuance on Amadeus GDS Platform.
- Promoted as a Team Leader after 2 years.
- Managing a Team of 12 members.
- Managing Toll free number PAN India & enquiry leads assignment on CRM.
- Generating Sales for Domestic Holiday Packages.
- Successfully achieved 100% sales target for 4th Quarter
- Ensuring service delivery for every sale generated
- Preparing review decks and presenting to clients Weekly and monthly
- Managing staff training requirements
- Continuously reviewing and managing team performance
- Doing analysis of our product cost with competitors.
- Grow customer base by acquiring new customers and identifying needs to deliver relevant products.
Customer Sales Executive
Youngmonk Technologies Pvt. Ltd
01.2015 - 01.2016
- Handling Phone Sales of Domestic Clients for Used Cars.
- Assisting customers to inspect their cars and sell them to the buyers.
- Handling Escalation desk (if any) for Paper works.
- Rewarded by Bangalore Trip within 3 months of my Joining.
- Best Performer in the 02nd Quarter by over Achieving the set targets.
Education
Bachelor Of Commerce - Commerce
Kalinga University
Raipur2024
Certificate of Higher Education - Commerce
St. Marys High School & Jr. College
Thane, MH2015
Skills
- Travel Itinerary Planning
- Global Distribution Systems (GDS) Proficiency
- Destination Expertise in India
- Booking and Reservation through Booking Portals
- Customer Relationship Management (CRM) Software Skills
- Language Proficiency
- Travel Product Upselling
- Empathy and Emotional Intelligence
- Communication and Active Listening
- Adaptability and Flexibility
- Problem-Solving and Decision Making
- Customer Service Excellence
- Cultural Awareness and Sensitivity
- Networking and Relationship Building
- Time Management and Organizational Skills
- Salesmanship and Persuasion
- Attention to Detail and Accuracy
- Communication
- Active listening
- Empathy
- Warmth
- Problem-solving
- Dedication
- Time management
- Stress management
- Product knowledge
Certification
International Air Transport Association [Montreal, Canada]
Accomplishments
- Completed IATA from Consultant and Foundation Level
Languages
English
Advanced
C1
Hindi
Proficient
C2
Marathi
Proficient
C2
Urdu
Proficient
C2
Hobbies and interests
- Travelling
- Technology related information
- Mobile Phones
Achievements
- Best Performer of the Year for consecutive 02 years as a Travel Expert in SOTC Holidays.
- Award winning Company paid trips for consecutive 03 years by surpassing the set Monthly and Quaterly Targets.
- Promoted as a Team Leader within 02 years of Joining with SOTC Holidays.
Timeline
Senior Customer Service Associate (Tourism)
Tata Consultancy Services Limited
03.2022 - 01.2025
HR Practitioner (Contractual)
Accenture Services Pvt Ltd
11.2020 - 01.2022
Senior Travel Sales Consultant
Agate Business Services Pvt Ltd
08.2016 - 10.2019
Customer Sales Executive
Youngmonk Technologies Pvt. Ltd
01.2015 - 01.2016
Bachelor Of Commerce - Commerce
Kalinga University
Certificate of Higher Education - Commerce
St. Marys High School & Jr. College
International Air Transport Association [Montreal, Canada]
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