SWATI KOHLI
Aintree,VIC
Summary
Certified IATA travel agent with seven years of experience in Retail Travel Consulting Friendly, outgoing and responsive personality.
Professional ticketing specialist with three years of experience in providing exceptional customer service and managing ticketing systems. Skilled in handling complex itineraries, resolving issues efficiently, and ensuring seamless travel experiences. Strong focus on teamwork, adaptability, and delivering results in dynamic environments. Known for reliability, effective communication, and client-centered approach.
Overview
19
19
years of professional experience
Work History
Fares and Ticketing Consultant
Consolidated Travel Pty Ltd
09.2023 - 08.2024
- Worked with Consolidated Travel from February 2019 - March 2021 and again from September 2023 - August 2024.
- Analyzed ticketing data to improve customer satisfaction and streamline processes.
- Led initiatives to enhance user experience through system upgrades and feature enhancements.
- Maintained a strong understanding of airline fare structures, promotions, rules, regulations, and routing options – providing expert advice to clients accordingly.
- Collaborated with team members to achieve monthly sales targets through effective communication and teamwork.
- Managed high call volumes, prioritizing tasks effectively to meet deadlines while maintaining excellent customer service standards.
- Improved customer satisfaction by efficiently managing ticketing inquiries and providing accurate information.
- Balanced competing priorities under pressure while providing thorough attention to detail in all aspects of the role.
- Developed strong industry knowledge, staying updated on latest trends and offering informed recommendations to clients.
- Implemented quality control measures to maintain high standards in ticket processing accuracy.
- Resolved customer complaints, ensuring timely resolution and maintaining positive relationships.
- Participated in ongoing professional development opportunities to enhance skills in the areas of sales strategy, customer service techniques, and industry knowledge.
Travel Consultant
Mann Travel
06.2010 - 04.2017
- Booking reservations and sell air-fare tickets
- Solving complex itineraries according to customer requirements
- Handling date change enquiries
- Driving sales targets and working to meet monthly individual and team targets
- Building relationships with the team, clients and business partners and resolving any complaints or conflicts
- Coaching and mentoring staff
- Train new staff members
Rate Desk Associate
Interglobe Technologies (United Airlines)
06.2007 - 10.2009
- Discuss passengers requirements and provide useful information regarding destinations, tours and UA flights
- Solving queries regarding fares on partially travelled itineraries (international and domestic)
- Doing manual fare calculation on call and quote new fare to passengers and travel agents (international and domestic)
- Explain product knowledge to travel agents on call and assist them solving queries regarding airfare of passengers (international and domestic)
- Making outbound calls to passengers and offer to sell special and exclusive products of United Airlines, for example, Round the World Fare, Circle the Pacific fare, Domestic fares, etc
- Help MPI passengers of United Airlines with changed status
- Store fare for passengers for their desired journey and call them to issue tickets
- Store fare in Apollo, Sabre, Worldspan and Amadeus
Fare Filling Agent and Travel consultant
Gateway BPO
04.2005 - 05.2007
- Uploading fares of different airlines in the software, Hitchiker, as Data Entry Agent
- Utilizing support applications to efficiently assist customers and agents
- Plan, prepare and cost itineraries for clients
- Liase with agents, accommodation owners, airlines and other relevant documentation
- Confirm bookings and notify clients of luggage, insurance, medical, passport, visa and currency requirements
Education
Degree of IATA -
India International Trade Centre
03.2009
Airline Diploma - Air Fare and Ticketing
Kuoni Academy of Travel
03.2005
Bachelor of Arts - English
Hansraj College Delhi University
06.2004
Skills
- Ticketing system expertise
- Adaptability to change
- Flexible schedule
- Complaint handling
Accomplishments
- Regularly achieved “travel consultant of the month” for travel work and “highest quality” for fare calculation
- Large return client base – many clients asking personally for all their holidays and travel needs
- Manage several successful relationships with agents
- Was chosen for specially designed training by UA for MPI members
- Successfully covered team leader role when team leader was on leave
Timeline
Fares and Ticketing Consultant
Consolidated Travel Pty Ltd
09.2023 - 08.2024
Travel Consultant
Mann Travel
06.2010 - 04.2017
Rate Desk Associate
Interglobe Technologies (United Airlines)
06.2007 - 10.2009
Fare Filling Agent and Travel consultant
Gateway BPO
04.2005 - 05.2007
Airline Diploma - Air Fare and Ticketing
Kuoni Academy of Travel
Bachelor of Arts - English
Hansraj College Delhi University
Degree of IATA -
India International Trade Centre
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