Ritesh Ahluwalia

Company Overview: Govt Team for WOAG-Whole of Australian Govt

• Assisted in training new staff members in ticketing systems and processes, contributing to overall team efficiency
• Managed high call volumes, prioritizing tasks effectively to meet deadlines while maintaining excellent customer service standards
• Maintained a strong understanding of airline fare structures, promotions, rules, regulations, and routing options – providing expert advice to clients accordingly
• Issuing New & Reissues of the ticket
• Reissues Complex ticket
• Manage schedule changes and reroutes
• Name changes or Correction's
• Reissues from the ticket held in credit
• Refunds
• EMD issuance
• Groups Ticketing
• Advise and assist call center team with best value fares
• Follow up with all urgent related queries
• Helping team members and call center anything related to fares and ticketing
• Support Desk for call center
• Manage approximately 30 incoming calls, emails and chats services
• Improved customer satisfaction by efficiently managing ticketing inquiries and providing accurate information
• Advise Potential savings with most suitable products
• Document all record for all enquires
• Ensuring travelers have the necessary documentation, such as passports, visas etc
• And are informed regarding travel insurance
• Govt Team for WOAG-Whole of Australian Govt

• Collaborated with team members to optimize workflow and improve overall efficiency in the ticketing department
• Enhanced customer satisfaction by efficiently processing ticket purchases and reservations
• Primary point of contact for escalations and inquiries
• Issuing new tickets for Mastercard Co-Brand (ANZ, Westpac, St George, BOM etc.)
• Monitored industry trends to stay current on emerging technologies and best practices in the field of ticketing
• Provided exceptional customer service with timely responses to inquiries and concerns
• Reassess and reissue the ticket as queued from the call center
• Manual reissues for all the tickets
• Reissue of the Residual Credit
• Reissue from Ticket held in Credit
• Maintain excel for Ticket held in Credit
• Issuance of EMD's for any refund and update register
• Refunds via GDS or BSP
• Advise and assist call center team for best fare value
• Follow all document policies and procedure for Mastercard
• Liaise with airlines to any Fares and Ticketing issues
• BSP reconciliation
• Document all record for all enquires
• Ensuring travelers have the necessary documentation, such as passports, visas etc
• And are informed regarding travel insurance

Company Overview: (Pacific Island Airline)

• Manage and coordinate travel arrangements for groups and corporate clients
• Handling all Sales, Groups Enquiry and Reservation from start to end
• Organizing Corporate events, School trips and Leisure group
• Making new Reservation, Issue and Reissue Ticket via email or phone for customer and agents
• Handling Sales Email enquiry and action immediately
• Manage all the Queues daily
• Primary point of contact for escalations and inquiries
• Handling Cancellations and Refunds for Agents and Customers
• Taking care of Schedule changes and advise alternate option and provides Stop Over
• Handling banking for all payments made by Customer, Agent or any other Institution
• Handling Sales Return Report for each day
• Airport duties as advice by the management
• Managing all Invoices from all offices, Sydney, Melbourne and Brisbane airport
• Advise General Insurance and Accommodation
• Managed approximately 30 incoming calls and emails per day from customers
• Ensuring travelers have the necessary documentation, such as passports, visas etc
• And are informed regarding travel insurance
• Monitor competitor pricing and market conditions to provide competitive pricing recommendations and adjustments
• Work closely with head office with historical data and pricing strategies for small groups
• Managing Team in absence of Team Leader/Supervisor
• All other administrative duties including reconciliation, monitoring, compliance and reporting functions
• Strong stakeholder engagement
• (Pacific Island Airline)

• Working in all 3 Reservation systems (Sabre, Amadeus & Galileo)
• Reissues of the tickets
• Reassess the fare as per agent enquiry
• Issuing New and Complex tickets
• Construct Phase 4
• Streamlined the ticketing process for faster service, contributing to increased sales
• Taking care of Schedule changes
• Working After-hours
• Advising agent with best value fare
• Processed refunds and exchanges in accordance with company policy
• Reduced errors in ticket issuance by implementing thorough quality control measures

• Corporate Flight, Hotel bookings and International Flight bookings
• Taking care of Walking Clients with best airfares ticket
• Cruise bookings on Polar with various Cruise line
• Taking care of Travel Superstore website for all the reservations
• Taking Care of Enquiry emails
• Live Chat Support
• Handling Reissue of the flight
• Helping my colleague with their project (Groups)
• Assisted clients with pre-and post-cruise travel arrangements, ensuring seamless transitions between land and sea vacations
• Manage corporate travel arrangements for executives and employees, ensuring cost-effective and efficient travel solutions
• Negotiate rates and agreements with airlines, hotels, and car rental agencies to secure the best deals and benefits for the company

Company Overview: U.K based.

• Taking care and whole all major responsibilities for The Holiday Team a sister concern of Southall Travel for Online Booking for all Sub-Agents in the United Kingdom
• Maximized revenue by turning simple inquiries into reservations
• Calculate International Fares/Taxes and Price the records
• Price Rerouting and Re-issuance
• Work on World span, Amadeus, Galileo and Sabre
• Co-ordination with various suppliers and Sub-Agency
• Dealing with different Mode of Payment
• Maintain service delivery standards for Agent and Airline request
• Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments
• Training of New Employees
• U.K

Company overview: Expedia (Apac) and Hotels,com

• Handling (APAC) Asia Pacific Region for air sales and support function
• Interact with passengers, travel agents or consolidators
• Airfare support for Australia zone
• Accommodation (Hotels.com)
• Enhanced customer satisfaction by effectively addressing inquiries and resolving issues
• Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions
• Managed high call volume with exceptional time management skills, minimizing wait times for customers
• GDS, Amadeus

Company Overview: Travelocity (U.S based)

• Travelocity (U.S campaign), handling inbound new queries and new sales reservation for air, hotel, and Car, up selling packages
• Floor Supervisor for any kind of queries and dealing with different modes of payment
• Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction
• Answered customer telephone calls promptly to avoid on-hold wait times
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
• Amadeus