Priyanka Bhaskar

• Build and strengthen long-lasting client relationships with Australia based clients. Managed client’s portfolio for diversified client in Global and mid-market segments. Managed 80 accounts by reviewing and mitigating discrepancies and collaborating with account holders.
• Delivered engaging and polished presentations to highlight products and draw favorable competitor comparisons.
• Effective customer solutions and promoting compelling business opportunities and savings for clients.
• Listened attentively to client feedback and worked with product development team to introduce new services.
• Introduced new processes to improve account and market tracking for better data analysis.
• Analyzed account details such as usage, sales data and client comments to enhance understanding of effectiveness and client needs.
• Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
• Support Travel manager with any updates / modifications required to existing client contracts in the market by working closely with the contract management team & Compliance Officers.
• Provide support to Global teams and Travel managers for any RFP/Contract rebids in the market.
• Work closely with CRISIS Management team to rally all GBT resources required to alert & inform customers of any threats to their employees during a crisis situation.
• Ensure all in-house administrative & functional databases e.g. Sales-force are updated with the most current information wherever required
• Responsible for ensuring preferred supplier programs are distributed and loaded correctly.
• Researched emerging industry trends, new applications, concepts and procedures for clients to update current training curriculum.
• Providing training of Online tools and drive adoption. • Educated clients on new Product or service and updated account information to maintain high standards of client service.
• Liaising within the organization between account holders and various departments.

• Support more than 50 APAC client manager with service delivery escalation management by coordinating with various internal groups to resolve issue & also engage in root cause analysis to ascertain nature of the breakdown.
• Work closely with local billing & settlement teams to support the client manager with any billing related queries / discrepancies that need to be resolved for accurate client billing.
• Coordinate & mobilize various internal support groups like implementation, support services and billings team to support any maintenance or updates required to a client profiles, MI hierarchy mapping etc.
• Support client managers with any product or VAS (value added service) implementation in the market

• Effectively working on GDS-Galileo , Amadeus and Sabre
• Primary handling regional market:- India, Singapore and Australia.

Responsible for the analysis of customer service incidents (CSI) or customer concerns and service failures that have caused customer dissatisfaction against key performance criteria. QSC use a mixture of analytical and problems solving skills to determine root causes of barriers to customer satisfaction and high level coaching, influencing and communication skills to achieve customer service recovery and educate and impact key stakeholders. The responsibilities for this position include but are not limited to:

• Investigating, resolving and communicating post travel customer escalations within agreed SLA with accuracy, consistency and in accordance with Standard Operating procedures and policies.
• Correct, accurate and timely documentation of issues any applicable tools and systems for customer and financial reporting data integrity
• Identifying root cause of escalations and providing resolutions in accordance with customer performance standards.
• Analyze data to identify trends and process and performance improvement opportunities with recommendations for change and improvement solutions through creating and implementation of improvement initiatives.
• Sharing knowledge and support to both representatives and leaders in understanding and improving the Quality processes.
• Supporting other Business Unit such as Team Leaders and Client Management to maximize account retention whilst aligning with profitability goals.
• Working closely with SDN, Client Management, Sales, Support and Business Process Managers, ensuring data is incorporated in decisions.
• Effectively handling the Customer Service issues for Risk Accounts.
• GDS- Galileo/Amadeus/Sabre supporting India/Singapore and Australia markets

• Looking after various products related sales activities.
• Providing product and package information to customers and prospective customers.
• Multi-faced interaction with Airlines, Hotels and customers.
• Responsible for designing the complete tour itineraries as per customer requirements.
• Assisting the after sales activities for clients, vendors and customers.

• Assisted with pre and post flight information to customers and prospective customers.
• Providing product-services information to customers.
• Provided complete and accurate information to new joiners' about the product and processes.
• Lead generation, follow-up and customer retaining for the client (Alaska Air).
• Supervised all the process activities and customer interaction by new joiners' (Floor Support)