Sarah Nivekar

• Strong organizational and multitasking abilities.
• Excellent communication and interpersonal skills.
• Assist clients by answering questions, offering advice, and providing detailed information about tours, travel packages, and services.
• Provide the highest standard of customer service to all clients whether Retail, Government or Corporate, using all tools that are made available.
• PNR Creation & Management.
• Create and manage Passenger Name Records (PNRs) in the company's reservation systems.
• Input detailed passenger information, including names, contact details, travel dates, flight schedules, and special requests.
• Maintain organized records of customer interactions, bookings, and transactions, and ensure all customer information is up-to-date in the database.
• Make changes or modifications to existing PNRs, such as rebooking, cancellations, or updates to flight details.
• Communicate with customers to confirm booking details and provide assistance as needed.
• Communicate changes to the passengers promptly, ensuring their travel plans are up-to-date.
• Work closely with other departments, including customer service, ticketing and operations to ensure smooth coordination of travel bookings.
• Coordinate with airlines to confirm booking details and ensure proper reservation processing.
• Familiarity with day-to-day operations using GDS (Galileo), Amadeus and Sabre.
• Analyze and prioritize customer requests in a timely and efficient manner.
• Inform customers about mandatory requirements covering their journey such as passport, visa, health and Insurance requirements as well as other details such as check-in place and time.
• Process customer payments and issue receipts.
• Processed travel deposit and balance payments accurately, maintaining records of receipt.

• Worked as a Client Relations Specialist for UAE-based telecom company. (Du telecom)
• Managed over 70+ customer calls per day

Key Responsibilities:

• Client Communication & Relationship Building:

Acted as primary point of contact for assigned clients, fostering strong relationships to enhance retention and satisfaction. Maintained regular communication with clients to ensure their needs were met and any concerns were addressed in a timely manner.

• Client Support & Problem Resolution:

Assisted clients in resolving complex service issues, offering proactive solutions and ensuring positive outcomes. Managed escalated issues with professionalism, ensuring prompt resolution while maintaining a prominent level of customer satisfaction.

• Account Management:

Oversaw full lifecycle of client accounts, from onboarding to ongoing support, ensuring services were aligned with client expectations. Monitored and tracked client usage, needs, and satisfaction to identify areas for improvement or upselling opportunities.

• Collaboration & Cross-functional Coordination:

Worked closely with internal teams such as sales, product development, and operations to ensure seamless delivery of services and solutions. Coordinated client feedback to improve processes, products, and services.

• Reporting & Documentation:

Provided regular reports to senior management, tracking client satisfaction metrics, service-level agreements (SLAs), and key performance indicators (KPIs). Maintained accurate client records, ensuring up-to-date information in CRM systems.

• Customer Retention & Upselling:

Played a key role in increasing client retention by offering tailored solutions and consistently exceeding client expectations. Identified opportunities to introduce clients to new services and products, contributing to revenue growth.