Sonia Aroza
Senior Customer Service Officer & Operations Head
Dubai
Summary
Actively Listening to your Co-workers and Managers and being open to their Feedback and Ideas.
Always Eager to learn from their Experience and Perspectives.
In all my Previous roles an Eagerness to learn and grow has seen me undertake External Training, Job Shadowing or Mentoring for Career Progression.
Overview
6
6
years of professional experience
2
2
years of post-secondary education
1
1
Language
Work History
Senior Customer Service Officer & Operations Head
TravTips Travel & Tourism LLC Franchise of Thomas Cook India Ltd
Dubai
07.2017 - 08.2019
- International & UAE Tourist Visa Processing.
- Galileo & Amadeus basic knowledge
- Prepare Visa Application Documents
- Visa Briefing And Submission of Visa documents to the Applicant.
- Concisely Negotiating with Airlines For best Market Competitive Fares
- Identifying and Inspecting the Final documents And Briefing Team members Before the Tour For Smooth Functioning Of The Trip
- Handling Escalation from Customers relating to Process And Team Briefing.
- M.I.C.E Group Visa Services Process Handling
- Preparing And Identifying Prospects Clients Through Referral selling and Giving Leads To the Team
- Management of After Sales Feedback From Client
- Formulate Weekly Sales Report and submit to Sales Manager/ Managing Director
- Monitoring the Sales and Profit of each Tour Departure
- Help Team to Respond to Customer Inquires & Requests & Resolve issues Efficiently & Professionally
- Creating EMD Process For Collection And Settlement From Airline
- Calculating the Net, Gross Profit Margin And generating Report.
- Offering Demonstration And Presentation of the Product
- Maintaining Cash Flow in Financial Statement and Updating the Books for Record-keeping
Customer Service Officer, Operations Department
Emperesse Diamants FZCO
Dubai
07.2014 - 06.2017
- Maintaining the company website
- Updating the company E-Commerce website
- Responding to customer concerns and query
- Researching and sourcing vendors
- Maintaining Accounts books and E-commerce records
- Tracking of the shipment send by the suppliers
- Inspecting the Jewellery
- Sending orders through different courier services to our customers around the globe
- Upgrading the pricelist e-commerce website with current market trends
- Keeping track of Stock control and Inventory
Customer Service Executive
Easy Jet Airlines
Mumbai
07.2013 - 12.2013
- Making new bookings
- Amendments on bookings
- Cancellation, Rebooking, Handling Refund
- Handled disrupted flight cases
- Handled Name change, Date change, Route change for passengers
- Adding API (Advance Passenger Information) to bookings
- Cancellation of flights within Grace Period
- Cancellation of flights outside Grace Period
Education
International Airlines & Travel Management - Foundation Level
IATA/UFTA Foundation & EBT Course Montreal
Mumbai 09.2010 - 03.2011
Diploma International Airlines & Travel Management - Travel And Toursim
International Airlines & Travel Management
Mumbai 09.2010 - 02.2011
Diploma in International Air Cargo Management - International Air Cargo Management
International Air Cargo Management
Mumbai 01.2012 - 05.2012
IATA /UFTAA Travel and Tourism Consultant - International Airlines & Travel Management
IATA /UFTAA Travel And Tourism Consultant Montreal
Mumbai 04.2012 - 09.2012
Bachelor of Commerce - Bachelors Degree
Mumbai University
Mumbai 06.2012 - 03.2013
Skills
Problem Solving Skills
Timeline
Senior Customer Service Officer & Operations Head
TravTips Travel & Tourism LLC Franchise of Thomas Cook India Ltd
07.2017 - 08.2019
Customer Service Officer, Operations Department
Emperesse Diamants FZCO
07.2014 - 06.2017
Customer Service Executive
Easy Jet Airlines
07.2013 - 12.2013
Bachelor of Commerce - Bachelors Degree
Mumbai University
06.2012 - 03.2013
IATA /UFTAA Travel and Tourism Consultant - International Airlines & Travel Management
IATA /UFTAA Travel And Tourism Consultant Montreal
04.2012 - 09.2012
Diploma in International Air Cargo Management - International Air Cargo Management
International Air Cargo Management
01.2012 - 05.2012
International Airlines & Travel Management - Foundation Level
IATA/UFTA Foundation & EBT Course Montreal
09.2010 - 03.2011
Diploma International Airlines & Travel Management - Travel And Toursim
International Airlines & Travel Management
09.2010 - 02.2011
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