ANJU VERMA
Seabrook,VIC
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Technical Support Services Consultant
Hello World Pty. Ltd.
Melbourne, VIC
04.2011 - Current
- Maintain standard office equipment and software, answer telephone enquiries (around 40 per day), data entry, documentation and record keeping.
- After getting promoted from 'Fares Coordinator's' position to 'Technical Support Services Consultant', quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carry out day-day-day duties accurately and efficiently.
- Air Ticket Refund administration and assistance support to Air tickets Australia and provide help them with Operations & Maintenance issues.
- Upload, test and proof internet fares in various travel software/GDS such as Amadeus, Galileo, Sabre, etc
- Load various airlines' tariffs for Private Fares Database clients onto their respective Private Fares Database
- Proof read completed work documents and achieve monthly targets to minimize error-rate.
- Provide high level of customer service to all Private Fares Database clients.
- Liaise with Private Fares Database clients and Distribution in order to resolve their queries.
- Train new staff members and assist subordinates.
- Exceeded goals through effective task prioritization and great work ethic. Therefore, received several 'Gold awards' based on yearly performance.
Travel Consultant
Onkar InfoTech Pty Ltd
New Delhi, India
10.2007 - 07.2009
- Dealt with travel agents based in England over phone (around 60 calls per day) regarding General enquiries, Flight reservations, issuing tickets, taking over bookings, Ticket confirmation, Fare calculation, booking amendments, Re-issuance and revalidation of tickets were some of daily tasks performed during this role.
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Handled sensitive information with professionalism and discretion.
- Trained new staff and administrative support on customer service, recordkeeping and travel planning procedures.
- Arranged travel accommodations for groups, couples, executives and special needs clients.
- Collaborated with colleagues to implement best practices across department and exceed team goals.
Customer Service Representative
Emirates Airlines, IGI Airport, New Delhi, India
New Delhi, India
03.2007 - 09.2007
- Assisted Emirates Airlines' passengers with facilitation, floor walk, baggage clearance, check-in assistance and many other support services.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls (about 60 per day) promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Team Member
Stracon Back Office Solutions Ltd.
New Delhi, India
02.2006 - 02.2007
- Handled telephone calls (around 60 calls per day) regarding Making & Cancelling flight reservations, doing amendments in PNR, handling passengers’ queries regarding general information and doing Telephonic Check-in for them.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Maintained energy and enthusiasm in fast-paced environment.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Resolved problems, improved operations and provided exceptional service.
Education
Post-Graduate Diploma - Travel & Tourism
Tours & Fares - Vidya Institute Connaught Place
New Delhi, India03.2006
B.COM - Commerce
Delhi University
New Delhi, India03.2005
Doeacc ‘o’ Level - Computers
Delhi Public School AISSCE
New Delhi, India03.2002
Ms Office, C++, Fox Pro - Computers
Mahan Computer Services
New Delhi, India03.2002
High School Diploma -
Universal Public School
New Delhi, India03.2002
Skills
- Strong analytical and problem solving skills
- Excellent customer service skills
- Strong interpersonal and communication skills
- Proficient with data input skills with high accuracy and well experienced in filing, record keeping and electronic correspondence
- Able to perform unsupervised as individual or in team
- Demonstrate sound knowledge of office administration, clerical and administrative support procedures
- Extensive experience in resolving telephonic enquiries and preparing reports
- Demonstrate positive 'can do' attitude and thrive for continuous learning and improvement
Additional Information
- Recipient of the “Top Performer Award 2013” Smart Fares Team, Hello World Pty Ltd.
- Recipient of Gold awards in 2017, 2018 and 2019 in 'Smart Fares Team', Hello Wolrd Pty Ltd.
- Won first prize in Debates organized by World Wide Fund for Animals in 2001 in New Delhi, India.
- Won gold medal in Taekwondo at district level in New Delhi, India.
Hobbies
Cooking and listening to music
Certification
Certificate 3 in 'Office Administration' from 'Suzan Johnston', Melbourne.
Languages
English
Full Professional
Hindi
Full Professional
Punjabi
Limited Working
Timeline
Technical Support Services Consultant
Hello World Pty. Ltd.
04.2011 - Current
Travel Consultant
Onkar InfoTech Pty Ltd
10.2007 - 07.2009
Customer Service Representative
Emirates Airlines, IGI Airport, New Delhi, India
03.2007 - 09.2007
Team Member
Stracon Back Office Solutions Ltd.
02.2006 - 02.2007
Post-Graduate Diploma - Travel & Tourism
Tours & Fares - Vidya Institute Connaught Place
B.COM - Commerce
Delhi University
Doeacc ‘o’ Level - Computers
Delhi Public School AISSCE
Ms Office, C++, Fox Pro - Computers
Mahan Computer Services
High School Diploma -
Universal Public School